WhatsApp Business App connection
Connect a WhatsApp Business App number through Meta so mobile messages, available history and optional contacts can appear in INSIDE.
What it is
Personal Business App connects an eligible WhatsApp Business App number through Meta Cloud. Messages sent from the mobile app can appear in INSIDE alongside API messaging. Meta can also supply earlier conversation history and, when enabled, contact updates.
Who uses it and why
- Administrators agree with Powerfront on the connection, its owner and whether contacts should synchronise.
- Operators use mobile message context and imported history when helping customers in INSIDE.
Where to find it
Powerfront manages Personal Business App, Synchronize Contacts and Owner in the WhatsApp account's Account Setup tab under Settings › General Settings › Integrations.
Operators see received mobile messages and imported history in WhatsApp conversations.
How it works
Messages sent from the Business App can arrive in INSIDE as business-side messages. INSIDE records them without sending them back to WhatsApp again.
History arrives in batches from Meta. INSIDE preserves incoming and outgoing direction and message times, and can process later media batches. Imported conversations are closed after the import settles, rather than remaining open indefinitely.
When Synchronize Contacts is on and Personal Business App is enabled, contact additions and edits can create or update INSIDE contact names and mobile numbers. Imported contacts can become favourites for the selected Owner. A mobile contact removal does not delete the INSIDE contact in this release.
For a configured owner, eligible conversations can be assigned and pinned to that operator. The live assignment path does not take a conversation away from a different operator who is already assigned.
Configure it
Ask Powerfront to connect the eligible number using the Meta signup process, confirm Personal Business App and select an Owner. An Owner is required by the editor when this mode is enabled.
Confirm with Powerfront whether Synchronize Contacts should be on before Powerfront completes setup. The editor initially turns it on when Business App mode is first enabled, while existing accounts retain their saved choice.
Ask Powerfront to confirm the history and contact synchronisation requests and test a mobile message. Check that it appears on the correct side of the INSIDE transcript.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Personal Business App | Settings › General Settings › Integrations › Account Setup | channel | Off | Powerfront | Identifies the Meta Cloud account as a WhatsApp Business App connection. |
| Synchronize Contacts | Settings › General Settings › Integrations › Account Setup | channel | On when first enabling Personal Business App in the editor; otherwise off when not configured | Powerfront | Allows Business App contact additions and edits to create or update contacts in INSIDE while Business App mode is enabled. |
| Owner | Settings › General Settings › Integrations › Account Setup | channel | Not set: no operator is selected to own the account | Powerfront | Selects the operator used for account ownership, assignment and imported-contact favourites. |
Limits and good to know
- These options apply to Meta Cloud, rather than Twilio WhatsApp.
- Available history depends on what Meta supplies. The connection is not a guarantee that every past message or attachment will be imported.
- Import completion allows a 30-second quiet period for follow-up batches, with a maximum wait of 15 minutes before the closing check.
- Contact synchronisation requires both Business App mode and the contact option. Ask Powerfront to switch contact synchronisation off to stop that import path.
- If Meta reports that the integration partner was removed, INSIDE disables the account and records an account error.
- Mobile-message synchronisation does not add WhatsApp reaction support to this release.
Depends on and works with
+2 more · this feature uses
- Customer contact identities across channelsRequires
Platform identities associate imported contacts with INSIDE records.
- Favourite visitorsEnhances
Imported Business App contacts can be added to the owner's favourites.
View all connections as a list
This feature uses
- Operator accountsRequires
Business App mode requires an operator account selected as Owner.
- Taking and pinning conversationsEnhances
Account ownership can assign and pin conversations to the owner.
- Conversation history and searchRelated
Use conversation history to review messages imported from the Business App.
- Messaging conversationsRequires
Imported messages retain the customer and account identity.
- Webhooks and message statusRequires
Meta supplies mobile message, history, contact and account-change callbacks.
- WhatsApp channel setupRequires
Business App coexistence uses a connected Meta Cloud WhatsApp account.
- WhatsApp media and repliesEnhances
Media and quoted-message handling also apply to available mobile and historical messages.
- Customer contact detailsEnhances
Contact synchronisation can update names and mobile numbers.
- Customer contact identities across channelsRequires
Platform identities associate imported contacts with INSIDE records.
- Favourite visitorsEnhances
Imported Business App contacts can be added to the owner's favourites.
Used by
- WhatsApp channel setupEnhances
Meta Business App connections can also bring in mobile messages and history.
- WhatsApp media and repliesEnhances
Business App messages and imported history can provide quoted-message targets.
FAQ and troubleshooting
Why are mobile messages shown as business messages?
They were sent from your Business App. INSIDE preserves their outgoing direction so operators can distinguish them from customer messages.
Why were contacts not imported?
Both Personal Business App and Synchronize Contacts must be enabled. Meta must also send the contact updates. Ask Powerfront to check the account's synchronisation request.
Does removing a phone contact remove it from INSIDE?
No. The reviewed contact-removal handling does not delete the INSIDE contact.
Why is imported history still changing after the first batch?
Meta can send history in several batches, including later media information. Allow the import to settle before checking completeness.
Why did the account stop sending after we removed the integration in Meta?
INSIDE disables the account when Meta reports partner removal. Ask Powerfront to reconnect it if you want to resume messaging.