Connecting and Using WhatsApp
On this page
- Before You Begin
- Step-by-Step Setup
- 24-hour response window
- Submit a template
- Attachments and Formatting
- Editing and Deleting Sent Messages
- Customer Information
- Frequently Asked Questions
- Can I link more than one number?
- Can WhatsApp provide AI-powered responses?
- The customer typed "STOP." What happens?
- Related articles
When you connect your WhatsApp Business number to the CRM, your customers’ WhatsApp messages appear in your inbox, and you can reply directly from the dashboard. The connection is established via Meta’s official WhatsApp Cloud API; you don’t need to enter any technical keys.
- ChannelsLink your WhatsApp number
- WhatsApp TemplatesHow to Message a Customer When the Window Is Closed
- InboxReply to WhatsApp messages
Before You Begin
To connect, you will need the following:
- A Facebook account you can use to log in
- A Meta Business Account for which you have administrator privileges (How to create a Meta Business Account)
- A phone number that is not linked to another WhatsApp account and can receive text messages or calls
If the number is already in use on WhatsApp, delete that account first or use a different number.
Step-by-Step Setup
- Open the Channels screen — on the Settings › Channels page, tap the "Connect with Facebook" button next to the WhatsApp entry. This screen requires administrator permissions.
- Continue with Meta — the "Link WhatsApp Account" page opens. Click the "Continue with Meta" button; a Meta window opens.
- Select your business and phone number — In the Meta window, select your business and add your WhatsApp number. The steps related to the phone number are completed on Meta’s own screen.
- Return to the workspace — Once the process is complete, you will automatically return to the Channels screen. The notification will show how many numbers are connected, and each number will appear as a chip in the WhatsApp row.
During integration, number registration, message delivery, and the transfer of your templates stored in Meta are performed automatically; you do not need to make any additional settings.
If you see the "Meta component could not be loaded" warning, disable your ad or tracking blocker for this page and refresh the page. If you accidentally closed the Meta window, simply click the button again; to cancel, use the "Cancel, return to panel" link.
If the notification includes an additional note beginning with "Attention:," it means a number has not been fully set up; the most common issues are that the number registration could not be completed or that the number is associated with another workspace.
24-hour response window
WhatsApp allows businesses to respond with free-form text only to customers who have messaged them within the last 24 hours:
- A window pops up every time a customer messages you, and the 24-hour timer resets with each new message.
- While the window is open, you can send free-form text, images, and documents.
- After the window closes, only templates approved by Meta can be submitted.
- A business cannot send the first message on WhatsApp as free-form text; the initial contact must be made using an approved template.
You can see the window’s status by clicking the channel button at the top of the response box:
| In the channel selector | Meaning | What can you submit? |
|---|---|---|
| Response window open · … closes | The customer posted this within the last 24 hours | Free text, attachment, template |
| Template only | The 24-hour window has closed | Approved template only |
| Not linked | The call was put on hold or disconnected | Nothing |
When the window closes, the reply box locks and the following warning appears: "The 24-hour reply window has closed. WhatsApp now only accepts approved templates—free-form text will not be delivered." You can send an approved template by clicking the "Select Template" button in the box. Your draft will not be lost; you can switch to “Note” mode to write an internal note, or if the customer has another channel, you can select it using the channel button.
As soon as the customer re-enters the information, the window reopens for 24 hours and the lock is automatically released.
Submit a template
You can also send a template while the window is open: In a WhatsApp conversation, tap the template button ("Send an approved WhatsApp template") on the toolbar in the reply box, select the template from the list, fill in the variables, and send it by tapping "Send Template." See the WhatsApp Templates article for information on creating and approving templates.
Attachments and Formatting
- Each file you send via WhatsApp can be up to 5 MB; you can attach up to 10 files to a single message. If a file exceeds this limit, the panel will indicate that the file is too large for this channel and that the maximum size allowed is 5 MB.
- Images, videos, audio (including voice messages), documents, and stickers sent by the customer are added to the conversation.
- Text is sent to WhatsApp as plain text. Formatting such as bold or italics from the panel is not carried over; if you’re sharing a link, write the address clearly within the text.
Editing and Deleting Sent Messages
WhatsApp does not allow you to edit a message sent from a business account after it has been sent. When you select "Edit" from the message menu, the panel explains why; please send your correction as a new message.
The "Remove from Inbox" option only removes the message from the panel; the customer will continue to see the message in their WhatsApp chat.
Customer Information
The sender’s phone number from WhatsApp appears as “WhatsApp number” in the customer panel to the right of the conversation. If the same person is also messaging via Instagram or Messenger, you can merge the records to consolidate the entire conversation into a single thread.
Frequently Asked Questions
Can I link more than one number?
Yes. Each number you select in the Meta step is listed as a separate contact in WhatsApp, and each one’s settings are managed separately.
Can WhatsApp provide AI-powered responses?
Yes. Click on the number’s chip to enable the “AI Answers” feature. The AI only responds while the window is open.
The customer typed "STOP." What happens?
If a customer sends a message containing only "STOP," "CANCEL," or "DUR," template delivery to that number will stop. Details are available in the "Templates" article.