# WhatsApp channel setup

Connect a business WhatsApp number so operators can exchange messages with customers in INSIDE.

*Release 3.3 · admin, developer, operator, visitor*

**Settings › General Settings › Integrations**

## What it is

**WhatsApp** connects a business number to INSIDE. Customers message that number in WhatsApp, and operators answer from the INSIDE conversation. This release offers **Meta Cloud**, **Twilio** and **On Premise** connection types.

## Who uses it and why

- Administrators arrange business numbers, account ownership and operating options with Powerfront.
- Developers coordinate custom Meta applications or provider connections where required.
- Operators answer customers and select templates when ordinary replies are restricted.
- Visitors keep using WhatsApp on their own device.

## Where to find it

Powerfront manages **WhatsApp** accounts in **Settings › General Settings › Integrations**. Operators open WhatsApp conversations from the floor.

## How it works

Incoming messages identify both the customer and business number. INSIDE opens or continues the appropriate conversation, and replies use its recorded WhatsApp account. Customers may be identified by a telephone number or a WhatsApp business-scoped identity.

The operator interface restricts ordinary composition when no customer message is available or the last customer message is at least 24 hours old. Choose **Select a message template** to continue. Starting a new outbound conversation also requires a template, and further ordinary messages remain restricted until the customer replies.

Starting proactive conversations normally checks WhatsApp opt-in on the contact or connected CRM. Powerfront can configure the website's exception to that check. An exception in INSIDE does not guarantee that the provider accepts a message.

## Configure it

Ask Powerfront to connect the number and select the appropriate **Provider**.

For Meta Cloud, the setup can use **Login with Facebook** or **Use custom Meta App**. A manual connection needs the relevant **Phone Number**, **Phone Number Id**, **WABA Id** and **Access Token**. Custom applications also use **App ID** and, where needed, **App Secret**.

Twilio uses **Account Id** and **Authentication Token**, with **Messaging Service Sid** where applicable. Powerfront configures the incoming and status callbacks. **On Premise** requires a separately configured connection agreed with Powerfront.

Powerfront can also set the account's subsite, language, business hours, tasks, surveys and service levels. Test incoming messages, an operator reply and a template send.

Where Salesforce is connected, Powerfront can set **SF Auto Match Visitor To** to choose the contact or person-account matching field.

For eligible Meta accounts, Powerfront can inspect **Phone Number Health Information**, **Verified Name**, **New Display Name** and **New Name Status**. Powerfront can submit a display-name change for Meta review and apply an approved name through **Use new name**. Approval is separate from the account's ability to exchange messages.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable WhatsApp Integration | Settings › General Settings › Integrations › Account Setup | channel | On in the new-account editor; Off if never saved | Powerfront, on request | Enables the individual WhatsApp account connection. |
| Provider | Settings › General Settings › Integrations › Account Setup | channel | Meta Cloud in the new-account editor; Twilio for an account with no saved provider | Powerfront, on request | Selects Meta Cloud, Twilio or On Premise for the account. |
| Use custom Meta App | Settings › General Settings › Integrations › Account Setup | channel | Off for a new Meta Cloud account | Powerfront, on request | Uses your own Meta application credentials instead of connecting through the INSIDE Facebook signup process. |
| SF Auto Match Visitor To | Settings › General Settings › Integrations › Account Setup | channel | Salesforce record ID | Powerfront, on request | Selects the Salesforce field used for contact or person-account matching where Salesforce is connected. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Integrations › Account Setup | Yes | Names the account in INSIDE and must be unique among the website's WhatsApp account names. |
| Phone Number | Settings › General Settings › Integrations › Account Setup | Yes | Identifies the business WhatsApp number, including country code. |
| Phone Number Id | Settings › General Settings › Integrations › Account Setup | No | Identifies the Meta phone-number registration. Required for Meta Cloud. |
| WABA Id | Settings › General Settings › Integrations › Account Setup | No | Identifies the WhatsApp Business Account for Meta Cloud or On Premise. |
| Account Id | Settings › General Settings › Integrations › Account Setup | No | Supplies the Twilio account identity when Twilio is selected. |
| Access Token | Settings › General Settings › Integrations › Account Setup | No | Authorises the Meta Cloud connection. Required when creating that connection. |
| Authentication Token | Settings › General Settings › Integrations › Account Setup | No | Authorises the Twilio connection. Required when creating that connection. |
| Messaging Service Sid | Settings › General Settings › Integrations › Account Setup | No | Associates a Twilio Messaging Service with this account where used. |
| App ID | Settings › General Settings › Integrations › Account Setup | No | Identifies your custom Meta application when that connection method is selected. |
| App Secret | Settings › General Settings › Integrations › Account Setup | No | Supplies the optional custom Meta application secret. Blank input keeps the saved secret; changing the application requires a replacement where needed. |
| Server Url | Settings › General Settings › Integrations › Account Setup | No | Supplies the server address for a separately configured On Premise connection. |
| Enter new display name | Settings › General Settings › Integrations › Information | Yes | Supplies a different, non-empty Meta display name for review through the account information controls. |

## Limits and good to know

- Provider choices have different media and interactive-message capabilities.
- The account must be enabled for outbound sending.
- New account names must be unique within the website's WhatsApp accounts.
- Meta account information and registration controls depend on the connection method. The **Information** tab is shown for saved accounts connected through embedded signup.
- Provider errors can still reject messages that INSIDE has attempted to send.

## Depends on and works with

### This feature uses

- **Requires** [Messaging channel connections](CHN-001.md): Powerfront connects and manages the WhatsApp account.
- **Requires** [Messaging conversations](CHN-002.md): Conversations retain the WhatsApp customer and business-account identity.
- **Requires** [Webhooks and message status](CHN-003.md): Callbacks supply incoming messages and available delivery updates.
- **Configured in** [Contact opt-in and blocking](CRM-007.md): Contact opt-in affects starting proactive WhatsApp conversations.
- **Works better with** [Message delivery and read receipts](CHAT-003.md): Provider events update outgoing message status.
- **Works better with** [Virtual Assistant tasks in messaging channels](CHN-004.md): Account tasks can ask questions in WhatsApp.
- **Works better with** [Post-chat surveys in messaging channels](CHN-005.md): The account can deliver post-chat surveys.
- **Works better with** [WhatsApp message templates](CHN-007.md): Templates let operators start or continue restricted outbound conversations.
- **Works better with** [WhatsApp media and replies](CHN-008.md): WhatsApp supports transport-specific media and incoming reply context.
- **Works better with** [WhatsApp Business App connection](CHN-009.md): Meta Business App connections can also bring in mobile messages and history.
- **Works better with** [Salesforce contacts](CRM-011.md): Salesforce can match WhatsApp customers to CRM contacts using the account's chosen field.

### Used by

- **Required by** [WhatsApp message templates](CHN-007.md): Templates belong to a connected WhatsApp account and use its provider.
- **Required by** [WhatsApp media and replies](CHN-008.md): The connected WhatsApp provider determines available interactions.
- **Required by** [WhatsApp Business App connection](CHN-009.md): Business App coexistence uses a connected Meta Cloud WhatsApp account.
- **Configures** [Virtual Assistant task actions](ENG-016.md): WhatsApp account settings supply the enabled business account used for new conversations.
- **Configures** [Webhooks and message status](CHN-003.md): WhatsApp account setup supplies the incoming-message and status callback configuration.
- **Configures** [Salesforce contacts](CRM-011.md): A WhatsApp account can select its own Salesforce customer-matching field.
- **Enhances** [Virtual Assistant tasks in messaging channels](CHN-004.md): Meta WhatsApp supports interactive choices while Twilio WhatsApp uses text choices.
- **Enhances** [Address book and contact actions](CRM-006.md): An available WhatsApp identity enables the Send WhatsApp action.
- **Enhances** [Contact opt-in and blocking](CRM-007.md): WhatsApp uses the saved communication permission when checking proactive conversation eligibility.

## FAQ and troubleshooting

### Why is the message box blocked?

There may be no recent customer message, the 24-hour window may have expired, or the conversation may require an initial template. Follow **Select a message template**.

### Why can I not start a WhatsApp conversation for a contact?

Check that a usable WhatsApp identity, an enabled account and the required opt-in are available. An approved, enabled template is also needed for the initial message.

### Why are messages arriving through the wrong business number?

Check which account the conversation records. Give Powerfront the conversation and expected number so they can review the connection and any historical account information.

### Can we use our own Meta application?

Yes. Powerfront can configure **Use custom Meta App** and the associated credentials for you.