Connect WhatsApp

Many customers would rather message than call. Connect a WhatsApp number and their WhatsApp messages arrive in Conversations alongside email and texts, and you can reply from the same place.

Before you start

• A number to use on WhatsApp. The number you bought works, or your own business line.
• WhatsApp Business must approve the number through Meta's business sign-up. Support runs this sign-up with you; tell them which number you want to use.

Steps

1. Open Settings › Channels and press Manage (or Set up, if you have no number yet) on the SMS row. The Texting page opens on the Numbers tab.
2. Find the WhatsApp row. Until it is connected it reads Your business number on WhatsApp. We connect it through Meta's business signup, then you press Check here.
3. Contact support with the number you want on WhatsApp, and complete Meta's sign-up with them.
4. When the sign-up is finished, press Connect WhatsApp.
5. Under WhatsApp number, check the number, for example +1 415 555 0100.
6. Press Check and connect. A message says WhatsApp is on for and the number.

What happens next

• The WhatsApp row reads Connected. Replies land in Conversations; you can write freely for 24 hours after their last message, and with an approved template after that.
• Conversations gets a WhatsApp entry in the sidebar, and WhatsApp becomes a reply choice for contacts with a phone number.
• On Contacts, Send WhatsApp in the selection bar's ··· menu sends an approved template to a list.
• Marketing › WhatsApp shows Messaging from and your number, and lists your bulk WhatsApp sends.
• Messages are paid from your wallet, sent or received.

Each WhatsApp message costs 3¢.

Disconnecting. Press Disconnect on the WhatsApp row and confirm. Workflow steps that send WhatsApp messages are skipped from then on.

For agencies

Open the client first (Sub-accounts › Open) and connect the client's own number in their account.

For clients of an agency

If your account is looked after by an agency, ask them to arrange the WhatsApp sign-up for your number.

Troubleshooting

"… is not registered for WhatsApp on our account yet. Send it to support and we connect it through Meta's business signup; then press Check again." Meta's sign-up hasn't been done for that number, or you typed a different number. Contact support, then press Check and connect again once they confirm.

"WhatsApp registration for … is …" Meta's approval is still in progress, or needs something. The message says the current state. Try again once it is complete.

"That does not look like a phone number." Type the full number with the country code, for example +44 7700 900123.

WhatsApp is connected but Send WhatsApp says there are no templates. Templates are separate from connecting. Create one and wait for Meta's approval.

Related

• WhatsApp templates and the 24-hour rule
• Reply by email, text or WhatsApp
• Texting costs and your balance
• Get a phone number