What you need
- An active Twilper Phone line with its own number. See the phone article.
- A Facebook business account (Meta Business Manager).
- A business verified by Meta. You do this in Meta Business Manager under Security Center → Business verification.
Step by step
"Steps to connect WhatsApp" shows exactly where you are. Completed steps are ticked off automatically.
Paso 1: Phone active
Make sure your Twilper phone line has a number. WhatsApp uses the same number.
Paso 2: Sign up with Meta
Click "Sign up with Meta" and sign in with your Facebook business account. Twilper then fills in the WABA ID (your WhatsApp Business Account) automatically. If that doesn't work, you can enter the WABA ID yourself.
Paso 3: Number and display name
Choose the number and enter the "Display name": the name customers see in WhatsApp. It has to match your business name. Click "Connect WhatsApp number".
Paso 4: Verification by Meta
Meta verifies your number with a code by SMS or voice call and approves the display name. This usually takes 1 to 3 business days. Meanwhile the status shows as pending.
Paso 5: Test message
Is the status active? Send a WhatsApp message from your own phone to your number. It appears in the shared inbox within seconds.
Paso 6: AI replies (optional)
Switch on "AI replies to WhatsApp messages automatically" if the assistant may answer messages from your knowledge base until a colleague takes over.
Use "Check status now" under "Integrations" → "WhatsApp Business" to see the current status. Nothing is registered or sent when you do.
The 24-hour window
WhatsApp lets businesses reply freely within 24 hours of the customer's last message.
- Within 24 hours of the customer's last message you can reply as usual, with text, images (JPG, PNG, WebP) or PDFs up to 10 MB.
- Once the window has closed, the inbox tells you. You can reply again as soon as the customer sends a new message.
- Template messages, which let you start a conversation outside the window, aren't available yet.
Replying yourself and pausing the AI
As soon as someone on your team replies in a WhatsApp conversation, the AI pauses in that conversation. "Hand back to AI" lets the assistant continue; "Pause AI" stops it on purpose.
Conviene saber
- WhatsApp is enabled per workspace. If you see that WhatsApp isn't available for your workspace yet, it hasn't been activated for you.
- Only owners and admins can connect WhatsApp or change its settings.
- Use your real business name as display name; Meta rejects names that don't match.
- The same number works for calls and WhatsApp, which is convenient for customers.