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Connect WhatsApp

Connect your WhatsApp Business number and every WhatsApp message a customer sends to it arrives in Replyco as a chat; the replies you write in Replyco go back to the customer on WhatsApp. The connection runs through Meta’s sign-up window, which opens over Replyco: there you choose your Meta business, the WhatsApp Business Account and its phone number, and Replyco then saves one account for each WhatsApp Business Account you shared. Nothing needs to be typed into Replyco itself.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission in ReplycoAdminUsers; see Invite users and set what they can do
A Facebook login that manages your Meta businessMeta Business Suite
A WhatsApp Business Account in that business, or the details to create one in Meta’s windowMeta’s sign-up window, or WhatsApp Manager in Meta Business Suite
A phone number for the WhatsApp Business Account that can receive Meta’s verification code by text message or callYour phone provider
Business verification and a payment method, if Meta asks for themMeta’s business settings, on the WhatsApp account’s Settings tab
Full control of your business’s Facebook page for your own Facebook loginThe page’s settings in Facebook, under Page access; see Give yourself full control of the Facebook page
A free account on your planAdminBilling; see Billing

Availability: every plan. The WhatsApp tile appears for companies with the WhatsApp feature, which every plan includes; see What each plan includes.

Give yourself full control of the Facebook page

Section titled “Give yourself full control of the Facebook page”

Add your own Facebook login to your business’s Facebook page, with full control, before you connect WhatsApp:

  1. In Facebook, open the profile menu at the top right and switch to the business page’s profile.

    Facebook's profile menu in dark mode, opened from the profile picture at the top right, next to the plus, Messenger and notification icons. Under the heading "Select profile", with a back arrow, it lists the person's own profile, Henry Clarke in this example, and the business page's profile below it, with the pointer on the page. Selecting the page switches Facebook to the page, whose settings hold the page access list.
    Switch to the business page's profile from the profile menu at the top right.
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    Select profile; personal profile; business page profile, with the pointer
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  2. Open the menu again and select “Settings & privacy”, then “Settings”.

    Facebook's profile menu in dark mode while you act as the business page. The page's profile is at the top with "See all profiles" below it. The menu then lists "Meta Business Suite", "Settings & privacy", with the pointer on it, "Help & support", "Display & accessibility", "Give feedback" and "Log out". Select Settings & privacy to reach the page's settings.
    In the page's profile menu, select "Settings & privacy".
    What this screenshot shows
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    page profile; See all profiles; Meta Business Suite; Settings & privacy, with the pointer; Log out
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    The "Settings & privacy" submenu of Facebook's profile menu, in dark mode, with a back arrow next to the heading. It lists four entries: "Settings", with the pointer on it, "Privacy Centre", "Activity log" and "Feed". Select Settings to open the page's settings, where you then search for Page access, the list of people who manage the page.
    Then select "Settings".
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    Settings, with the pointer; Privacy Centre; Activity log; Feed
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  3. Search the settings for “Page access” and open it.

    Facebook's "Settings & privacy" page for the business page. "Page access" is typed into the search field below the heading, and the results list opens under it. The first result, "Page access" with a key icon, is framed in red; the other results are Page details, Page and tagging, Page recommendation, Page Status and Page setup. Select Page access to see who has access to the page.
    Search the settings for "Page access" and open it.
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    search field with Page access; Page access result, framed in red; Page details, Page and tagging, Page recommendation, Page Status, Page setup
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  4. Under “People with Facebook access”, select “Add New” and add yourself with full control.

    The page's settings on Facebook in dark mode, headed "New Pages experience" with the path Settings › New Pages experience. In the left list, "Page access" is selected, above Page management history, Page quality, Page recommendation and Advanced messaging. The main area, "Manage and view access", shows "People with Facebook access" with the people who have access, blurred, and the "Add New" button on the right, with the pointer on it. Add yourself here with full control.
    Under "People with Facebook access", select "Add New" and add yourself with full control.
    What this screenshot shows
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    Page access, selected; Manage and view access; People with Facebook access, blurred; Add New, with the pointer
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If you cannot find yourself under Page access

Section titled “If you cannot find yourself under Page access”

If you are an admin of your Meta Business Suite, Facebook may not list you under Page access. Remove your assignment to the page in Meta Business Suite first:

  1. In Facebook, while you act as the page, open “Meta Business Suite” from the menu on the left.

    Facebook's left-hand menu in dark mode while you act as the business page, below the Facebook logo and the search field. It lists the page's profile, "Ads Manager", "Ad Centre", "Meta Business Suite", with the pointer on it, and "Professional dashboard". Select Meta Business Suite to open the business tools for the page, where the page's own access list and its people are managed.
    Open Meta Business Suite for the page from Facebook's menu.
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    page profile; Ads Manager; Ad Centre; Meta Business Suite, with the pointer; Professional dashboard
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  2. Open “Settings” at the bottom left.

    The bottom of Meta Business Suite's left-hand menu, cut out on a white background. Three entries are visible: "Search" with a magnifier, "Settings" with a gear, where the pointer rests, and "Help" with a question mark and a small arrow. Select Settings to open the business settings, where the Accounts section lists the business's Facebook pages and the people assigned to each of them.
    In Meta Business Suite, open "Settings" at the bottom left.
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    Search; Settings, with the pointer; Help
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  3. Under Accounts › Pages, select the page you connect to Replyco.

    Meta Business Suite's "Settings" for the business account, with its name and "Business account" at the top. The middle column lists Users, with People, Partners and System users, and Accounts, with "Pages" selected, Ad accounts, Business asset groups and Apps. On the right, the "Pages" list, sorted by Name, shows the business page, marked as a Facebook Page, with the pointer on it. Select the page you connect to Replyco.
    Under Accounts › Pages, select the page you connect to Replyco.
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    Users: People, Partners, System users; Accounts: Pages (selected), Ad accounts, Business asset groups, Apps; Pages list with the business page
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  4. On the “Page access” tab, find yourself, marked “(You)”, and select “Manage”.

    The business page's panel in Meta Business Suite's settings, with "Connect assets" and a close button at the top. Of the tabs Summary, Page access and Connected assets, "Page access" is underlined in red. It reads "2 people are assigned to this Facebook Page", with a search field and "Add People". Under "People with full control", two people, their names hidden, each have "Full control" and a "Manage" button; the first is marked "(You)", and its Manage button is underlined in red.
    On the Page access tab, find yourself, marked "(You)", and select "Manage".
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    Summary, Page access (underlined), Connected assets; 2 people are assigned to this Facebook Page; People with full control, names hidden; Manage next to (You), underlined
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  5. Select “Remove Access”.

    The dialog "Manage assignments" for the business page in Meta Business Suite, stating that you are assigned, with your name hidden. It lists the access levels: "Partial access (business tools only)" with Content, Community activity, Messages, Ads and Insights; "Partial access (business tools and Facebook)"; and "Full control (business tools and Facebook)", Everything, switched on. At the bottom, a red arrow points at "Remove Access", next to "Cancel" and a greyed-out "Save".
    Select "Remove Access"; you then add yourself to the page on Facebook itself.
    What this screenshot shows
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    Partial access (business tools only); Partial access (business tools and Facebook); Full control, Everything, on; Remove Access, with an arrow; Cancel, Save
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Then add yourself to the page on Facebook, as in Give yourself full control of the Facebook page. You remain an admin of your Meta Business Suite.

Steps

Section titled “Steps”

  1. Select + Add Account in the top bar and scroll down to Social Media and Phone Accounts.

    The Add Account page lists every channel Replyco connects; to connect another one, see Add Account.

    The lower part of the Add Account page in Replyco, opened with + Add Account in the top bar. Mailbox Accounts and Order Management System Accounts come first; the last group, Social Media and Phone Accounts, has six tiles: Telegram, Facebook, Instagram, TikTok with a BETA label, Aircall and WhatsApp. The WhatsApp tile at the right end of that row is highlighted; selecting it opens the dialog Authorize Replyco to sync with WhatsApp.
    WhatsApp is the last tile under Social Media and Phone Accounts.
    What this screenshot shows
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    Add Account (/integrations/add)
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    button “”, social-media-and-phone-tiles, enabled. opens the WhatsApp connect dialog
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    Mailbox Accounts and Order Management System Accounts above; Telegram, Facebook, Instagram, TikTok (BETA), Aircall, WhatsApp tiles
    Purpose
    start connecting WhatsApp

  2. Select the WhatsApp tile. The dialog Authorize Replyco to sync with WhatsApp opens at its first step, AUTHORIZE. Select Authorize.

    Meta’s sign-up window opens over Replyco.

    The dialog Authorize Replyco to sync with WhatsApp at its first step, AUTHORIZE, with a second step still to come in the progress bar. It reads "Complete the WhatsApp account with Replyco in just a few easy steps." and "Meta opens in a new window." The Authorize button in the middle is highlighted; selecting it opens Meta's sign-up window over Replyco, where you choose the Meta business, the WhatsApp Business Account and the phone number. A Need help? link sits under the button.
    Authorize opens Meta's sign-up window; the WhatsApp account is saved when you finish there.
    What this screenshot shows
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    Authorize Replyco to sync with {{name}} (/integrations/add)
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    button “Authorize”, dialog-centre, enabled. opens Meta's embedded sign-up window
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    step AUTHORIZE of two; Need help? link
    Purpose
    start Meta's WhatsApp sign-up

  3. In Meta’s window, sign in with Facebook and follow Meta’s steps: choose the Meta business, choose or create the WhatsApp Business Account and its profile, add the phone number and enter the code Meta sends to it, then allow the access Replyco asks for. Meta first lists the permissions you share with Replyco; select “Get Started”.

    Meta's sign-up window, "Log in With Facebook", open over Replyco, with the signed-in Facebook user at the top. It reads "Connect your account to replyco_ltd" and explains that you share account and billing permissions. Under "Permissions you'll share with replyco_ltd" are "WhatsApp business account access", to add or link phone numbers, create message templates, send messages to your customers, assign users and access your metrics, and "Billing management". A note links the WhatsApp Business and Meta Terms of Service. The blue "Get Started" button is at the bottom right.
    Meta's window lists the permissions you share with Replyco; select "Get Started".
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    Permissions you'll share with replyco_ltd; WhatsApp business account access; Billing management; Get Started
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    Under “Fill in your business information”, choose the Meta business account that owns your WhatsApp Business Account and select “Next”.

    Meta's sign-up window at the first of five steps, "Fill in your business information". It asks you to select an existing or create a new Meta Business Account to add your phone number, and says your audience will not see this information on your WhatsApp profile. The fields "Meta business account", "Business name", "Business website or profile page" and "Country" are filled in and their values hidden; "Add address (optional)" follows. "Back" and the blue "Next" are at the bottom.
    Choose the Meta business account that owns your WhatsApp Business Account and select "Next".
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    Meta business account; Business name; Business website or profile page; Country; Add address (optional); Back, Next
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    If Meta asks you to verify your business or to add a payment method for the WhatsApp Business Account, you find both on the WhatsApp account’s Settings tab in Meta’s business settings, under “Business verification” and “Payment method”.

    A WhatsApp account in Meta's business settings, with its owner hidden and the permissions given listed at the top. Of the tabs People, Settings and Pages, "Settings" is open. Under "Business information", next to "Payment Settings", are Address, Currency, Time zone and Business name. Arrow 1 points at "Business verification: Unverified - Start Verification"; "Account status" reads Approved; arrow 2 points at "Payment method: No Payment method found". "WhatsApp Manager" and "Contact support" are at the bottom.
    Your business must be verified (1), and the WhatsApp Business Account needs a payment method (2).
    What this screenshot shows
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    Business information; Business verification: Unverified - Start Verification (1); Account status: Approved; Payment method: No Payment method found (2); WhatsApp Manager, Contact support
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    Choose or create the WhatsApp Business Account and its profile, and select “Next”.

    Meta's sign-up window with the first two steps ticked green. The step "Create or select your WhatsApp Business account" says the WhatsApp Business account will belong to your Meta business account. It has two drop-down fields, "Choose a WhatsApp Business account" and "Create or select a WhatsApp Business profile", with the chosen values hidden. "Back" and the blue "Next" are at the bottom right, with the pointer on Next.
    Choose or create the WhatsApp Business Account and its profile, then select "Next".
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    Choose a WhatsApp Business account; Create or select a WhatsApp Business profile; Back, Next
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    Choose how Meta sends the verification code, by text message or phone call, select “Next” and enter the code.

    Meta's sign-up window at the fourth step, the first three ticked green. "Verify your WhatsApp Business number" says this is the phone number your audience will see and that you will receive a code to verify it; the number is hidden. Under "Choose how you would like to verify your number:", with the hint to choose phone call for a landline, "Text message" is selected and "Phone call" is the alternative. "Back" and the blue "Next" follow.
    Choose text message or phone call for the verification code and select "Next".
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    number hidden; Text message (selected); Phone call; Back, Next
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    Review what Replyco asks permission to do and select “Continue”. Replyco needs access to your WhatsApp Business Account’s messaging; without it, Meta’s window finishes but no account can be connected.

    Meta's sign-up window at "Review what Replyco is requesting permission to do", which explains that this is what Replyco will do with the things you selected in the previous steps. Two permissions are listed, each with "1 WhatsApp account selected": "Manage your WhatsApp accounts" and "Manage and access conversations in WhatsApp". "Replyco's Privacy Policy and Terms of Service" are linked at the bottom left; "Back" and the blue "Continue" are at the bottom right.
    Review the two permissions Replyco asks for and select "Continue".
    What this screenshot shows
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    Manage your WhatsApp accounts; Manage and access conversations in WhatsApp; Back, Continue
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    After a few seconds, Meta says you are ready to chat on WhatsApp. Select “Finish”.

    The last screen of Meta's sign-up window, under an illustration of a business and a customer chatting: "You're now ready to chat with people on WhatsApp". Meta says it reviews your business against WhatsApp's Commerce Policy and gets in touch within 24 hours if there is an issue. Under "You can immediately get started with" are 250 business-initiated conversations per phone number in a rolling 24-hour period and unlimited customer-initiated conversations. The blue "Finish" button closes the window.
    When Meta says you are ready to chat on WhatsApp, select "Finish".
    What this screenshot shows
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    Commerce Policy review note; 250 business-initiated conversations; Unlimited customer-initiated conversations; Finish
    Purpose

  4. When you finish, Meta’s window closes. Replyco connects the number and confirms with Account successfully saved. Then select Finish in the dialog.

What happens next

Section titled “What happens next”

The account appears on AdminAccounts under the name of the WhatsApp Business Account; to check it or rename it, see Accounts. If you shared several WhatsApp Business Accounts in Meta’s window, each one that has a phone number becomes its own account.

The Accounts screen in Replyco, opened from Admin › Accounts, listing eight connected accounts, all Syncing with a green open lock under Status: Amazon "Northwind Electronics UK", Ebay "northwind-electronics", WhatsApp "Northwind Support", Facebook "Northwind Electronics", Instagram "Northwind Electronics", Telegram "NorthwindElectronicsBot", TikTok "Northwind TikTok Shop" and Aircall "Northwind Support Line". The name Northwind Support in the WhatsApp row is highlighted: the account carries the name of the WhatsApp Business Account. Selecting the row opens its details.
The WhatsApp account appears on Accounts under the name of its WhatsApp Business Account.
What this screenshot shows
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Accounts (/integrations)
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cell “”, table-third-row, enabled. opens the account's details
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8 accounts, all Syncing, green open locks; WhatsApp, Facebook, Instagram, Telegram, TikTok and Aircall rows
Purpose
check that the WhatsApp account was saved

From now on, every WhatsApp message to the number reaches Replyco as it arrives and opens or continues a chat under ChatsOpen; see Chat list and conversations. Every user of your company gets access to the new account, so its chats appear for everyone with the Chats permission. To decide who is responsible for the account’s chats, see Invite users and set what they can do.

Two WhatsApp rules shape how you work with these chats:

  • Reply within 24 hours of the customer’s last message. After that, WhatsApp accepts no ordinary reply until the customer writes again. How to reply and what happens when WhatsApp refuses a reply is in Answer a chat.
  • WhatsApp chats never get chat auto-responses, so a WhatsApp customer hears nothing until your team replies. See Auto-responses for chats.

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
“Didn’t find any connected WhatsApp business accounts”In Meta’s window, no WhatsApp Business Account was shared with Replyco.Start again from the WhatsApp tile and choose the WhatsApp Business Account in Meta’s window.
Meta’s window closed before you finished, and Replyco shows The WhatsApp sign-up at Meta was not completed. Please try again.Nothing was saved.Close the dialog and start again from the WhatsApp tile.
A WhatsApp Business Account you shared is not on AdminAccountsDoes it have a phone number? Is it already connected under the same name?Add and verify a number in Meta, then connect again; an account that is already connected needs no second connection.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan has no free account; + Add Account is then also missing from the top bar.Delete an account you no longer use, or change your plan on AdminBilling.
There is no WhatsApp tile under Social Media and Phone AccountsYour company is on an older plan without the WhatsApp feature; every current plan includes it.Check your subscription on AdminBilling; see What each plan includes.
A reply to a WhatsApp chat was not deliveredIs the customer’s last message more than 24 hours old?See Answer a chat.
Section titled “Related”