{"Status":true,"Message":"","Response":{"post":{"postuid":"b14b8de1-dae9-48dc-9f16-d8fced5d77e7","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Connecting WhatsApp to Chat","slug":"article/connecting-whatsapp-to-chat","html":"\u003Cp\u003EConnect your WhatsApp Business number and messages sent to it arrive in your chat inbox. The AI agent answers them first, just as it does on your website, and your team can step in and reply from the inbox. Customers see everything in WhatsApp.\u003C/p\u003E\u003Cp\u003EHelpGuides uses your own Meta app and Meta\u0027s WhatsApp Cloud API. Meta bills your WhatsApp Business account directly for any messages that cost money. Replies within 24 hours of a customer\u0027s message are currently free.\u003C/p\u003E\u003Ch2 id=\u0022before_you_start\u0022\u003EBefore you start\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EChat is set up and the messenger is switched on. See \u003Ca href=\u0022/article/setting-up-chat\u0022\u003EGetting started and setting up chat\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003EYou\u0027re an admin on your HelpGuides account, so you can change Messenger settings.\u003C/li\u003E\u003Cli\u003EYou have a Meta Business portfolio (business.facebook.com) and access to Meta for Developers.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u00221_create_a_meta_app_with_whatsapp\u0022\u003E1. Create a Meta app with WhatsApp\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EIn \u003Ca href=\u0022https://developers.facebook.com/apps\u0022\u003EMeta for Developers\u003C/a\u003E, click \u003Cb\u003ECreate app\u003C/b\u003E and choose the \u003Cb\u003EBusiness\u003C/b\u003E type, or the \u003Cb\u003EConnect with customers through WhatsApp\u003C/b\u003E use case.\u003C/li\u003E\u003Cli\u003EPick your business portfolio when asked. Meta creates a WhatsApp Business account and a free test phone number for you.\u003C/li\u003E\u003Cli\u003EOpen \u003Cb\u003EUse cases\u003C/b\u003E, then \u003Cb\u003ECustomize\u003C/b\u003E on the WhatsApp use case.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003ETo try it with the test number first, open \u003Cb\u003EStep 1. Try it out\u003C/b\u003E and add your own mobile number as a \u003Cb\u003ERecipient\u003C/b\u003E. Meta sends a code to your WhatsApp to confirm it. The test number can only exchange messages with numbers on this list. To use your real business number, add it under \u003Cb\u003EStep 2. Production setup\u003C/b\u003E, then \u003Cb\u003ERegister your WhatsApp phone number\u003C/b\u003E.\u003C/p\u003E\u003Ch2 id=\u00222_collect_the_four_details\u0022\u003E2. Collect the four details\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EDetail\u003C/th\u003E\u003Cth\u003EWhere to find it\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EPhone number ID\u003C/td\u003E\u003Ctd\u003ENext to the phone number in the WhatsApp use case. It\u0027s a long number, not the phone number itself.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EWhatsApp Business account ID\u003C/td\u003E\u003Ctd\u003ENext to the phone number ID, sometimes labelled \u003Cb\u003EMessaging account ID\u003C/b\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAccess token\u003C/td\u003E\u003Ctd\u003EFor a quick test, click \u003Cb\u003EGenerate token\u003C/b\u003E. It expires within a day. For everyday use, create a permanent token (see below).\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EApp secret\u003C/td\u003E\u003Ctd\u003E\u003Cb\u003EApp settings\u003C/b\u003E, then \u003Cb\u003EBasic\u003C/b\u003E. Click \u003Cb\u003EShow\u003C/b\u003E next to \u003Cb\u003EApp secret\u003C/b\u003E and copy the 32 letters and numbers.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch3 id=\u0022creating_a_permanent_access_token\u0022\u003ECreating a permanent access token\u003C/h3\u003E\u003Col\u003E\u003Cli\u003EIn \u003Ca href=\u0022https://business.facebook.com/settings\u0022\u003EMeta Business settings\u003C/a\u003E, open \u003Cb\u003EUsers\u003C/b\u003E, then \u003Cb\u003ESystem users\u003C/b\u003E, and add a system user.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003EAssign assets\u003C/b\u003E and give it your app and your WhatsApp account, with full control.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003EGenerate token\u003C/b\u003E, choose your app, set the token to never expire, and tick \u003Cb\u003Ewhatsapp_business_messaging\u003C/b\u003E and \u003Cb\u003Ewhatsapp_business_management\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003ECopy the token straight away. Meta won\u0027t show it again.\u003C/li\u003E\u003C/ol\u003E\u003Ch2 id=\u00223_connect_it_in_helpguides\u0022\u003E3. Connect it in HelpGuides\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EOpen your project, then \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, and choose the \u003Cb\u003EWhatsApp\u003C/b\u003E tab.\u003C/li\u003E\u003Cli\u003EPaste the phone number ID, the WhatsApp Business account ID, the access token and the app secret.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003EConnect\u003C/b\u003E.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EHelpGuides checks the details with Meta before saving them. With the business account ID, it also subscribes your app to the account\u0027s messages for you. The token and app secret are encrypted and never shown again; the tab shows only the token\u0027s last four characters.\u003C/p\u003E\u003Ch2 id=\u00224_point_metas_webhook_at_helpguides\u0022\u003E4. Point Meta\u0027s webhook at HelpGuides\u003C/h2\u003E\u003Cp\u003EOnce connected, the WhatsApp tab shows a \u003Cb\u003ECallback URL\u003C/b\u003E and a \u003Cb\u003EVerify token\u003C/b\u003E, each with a \u003Cb\u003ECopy\u003C/b\u003E button.\u003C/p\u003E\u003Col\u003E\u003Cli\u003EIn the Meta app, open the WhatsApp use case, then \u003Cb\u003EStep 2. Production setup\u003C/b\u003E, then \u003Cb\u003EConfigure Webhooks\u003C/b\u003E. In some versions of the dashboard this is under \u003Cb\u003EConfiguration\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003EPaste the \u003Cb\u003ECallback URL\u003C/b\u003E and the \u003Cb\u003EVerify token\u003C/b\u003E, then click \u003Cb\u003EVerify and save\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003EUnder \u003Cb\u003EWebhook fields\u003C/b\u003E, find \u003Cb\u003Emessages\u003C/b\u003E and click \u003Cb\u003ESubscribe\u003C/b\u003E. Without this, Meta verifies the address but never sends messages.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EPublish your app.\u003C/b\u003E While a Meta app is unpublished, Meta only sends the sample webhooks from its dashboard, not real messages. Fill in the privacy policy URL, icon and category under \u003Cb\u003EApp settings\u003C/b\u003E, then \u003Cb\u003EBasic\u003C/b\u003E, and click \u003Cb\u003EPublish\u003C/b\u003E. Publishing doesn\u0027t make anything public, and an app that only uses your own WhatsApp account doesn\u0027t need App Review.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003ESend a WhatsApp message to your number. It appears in the inbox within a few seconds and the AI replies on WhatsApp. Reload the WhatsApp tab and it shows when Meta last called.\u003C/p\u003E\u003Ch2 id=\u0022how_whatsapp_conversations_work\u0022\u003EHow WhatsApp conversations work\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EThe AI answers first\u003C/b\u003E, from the same knowledge sources, rules and guidance as on your website. See \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EButtons work.\u003C/b\u003E \u003Cb\u003EThat helped\u003C/b\u003E, \u003Cb\u003ENot helpful\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E appear as WhatsApp reply buttons, and a closed conversation asks for a 1 to 5 star rating from a list.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EAnswers are formatted for WhatsApp\u003C/b\u003E, with the articles they came from listed as links.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EPhotos and documents\u003C/b\u003E can be sent both ways, up to 10 MB. Voice notes and videos are noted in the conversation but not stored.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EOne thread per customer.\u003C/b\u003E A customer\u0027s messages continue their latest conversation while it\u0027s open, or closed less than 24 hours ago. After that, a new conversation starts with the AI.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ENo email needed.\u003C/b\u003E Replies reach customers on WhatsApp, so the AI never asks them for an email address and no follow-up emails are sent.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ETranslation, teams and alerts\u003C/b\u003E work as they do for the website. See \u003Ca href=\u0022/article/translating-chat-conversations\u0022\u003ETranslating Chat Conversations\u003C/a\u003E and \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022replying_from_the_inbox\u0022\u003EReplying from the inbox\u003C/h2\u003E\u003Cp\u003EWhatsApp conversations show a green WhatsApp mark in the inbox list and header. Reply, take over, assign, snooze and close them as usual. See \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E.\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EDelivery.\u003C/b\u003E Under each message your team or the AI sends, the inbox shows \u003Cb\u003ESent\u003C/b\u003E, \u003Cb\u003EDelivered\u003C/b\u003E or \u003Cb\u003ERead on WhatsApp\u003C/b\u003E. If WhatsApp refused it, \u003Cb\u003ENot delivered on WhatsApp\u003C/b\u003E says why.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EThe 24-hour window.\u003C/b\u003E WhatsApp only lets a business reply freely within 24 hours of the customer\u0027s last message. The composer shows when the window closes. After that, a banner explains it and you can add notes until the customer writes again.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EContact details.\u003C/b\u003E The details panel shows the customer\u0027s WhatsApp number and profile name.\u003C/li\u003E\u003Cli\u003EYou can\u0027t start a WhatsApp conversation from the inbox. The customer writes first.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022what_isnt_available_on_whatsapp_yet\u0022\u003EWhat isn\u0027t available on WhatsApp yet\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003ETemplate messages, for writing to a customer first or after the 24-hour window.\u003C/li\u003E\u003Cli\u003EProactive messages, check-ins, Visitors online and page context, which depend on your website.\u003C/li\u003E\u003Cli\u003EBlocking a number, and sending WhatsApp customers to DailyStory as leads.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022troubleshooting\u0022\u003ETroubleshooting\u003C/h2\u003E\u003Ch3 id=\u0022messages_dont_arrive_in_the_inbox\u0022\u003EMessages don\u0027t arrive in the inbox\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ECheck the app is \u003Cb\u003Epublished\u003C/b\u003E, and that \u003Cb\u003Emessages\u003C/b\u003E is subscribed under \u003Cb\u003EWebhook fields\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003ECheck the \u003Cb\u003Eapp secret\u003C/b\u003E. It must be the 32-character secret of the same app that issued the token. If in doubt, click \u003Cb\u003EReset\u003C/b\u003E in Meta and reconnect with the new one.\u003C/li\u003E\u003Cli\u003ECheck the messenger is switched on in \u003Cb\u003EProject settings\u003C/b\u003E, then \u003Cb\u003EGeneral\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003EWith the test number, check your phone is on the \u003Cb\u003ERecipient\u003C/b\u003E list.\u003C/li\u003E\u003C/ul\u003E\u003Ch3 id=\u0022replies_show_not_delivered_on_whatsapp\u0022\u003EReplies show \u0022Not delivered on WhatsApp\u0022\u003C/h3\u003E\u003Cp\u003EThe reason is shown under the message. The usual causes are an expired access token (reconnect with a permanent one) and the 24-hour window. For other chat problems, see \u003Ca href=\u0022/article/troubleshooting-chat\u0022\u003ETroubleshooting Chat\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"featured_image_updating":false,"meta_description":"Connect your WhatsApp Business number to HelpGuides for AI-first messaging, seamless team replies, and smooth inbox management using Meta\u0027s WhatsApp Cloud API.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"sort_order":20,"total_views":0,"date_published":"2026-10-21T17:59:10.257","date_updated":"2026-10-21T17:59:11.22","date_created":"2026-10-21T17:12:00.75"}}}