Configure WhatsApp Business

Requirements

You need a Meta app with WhatsApp, a Phone Number ID, and an access token. The WhatsApp Business Account ID is optional in Studio.

Save the channel

Open Agent > Channels > WhatsApp Business, configure name and greeting, enter identifiers, and paste the token. It is encrypted and not shown again; leave the field empty during later edits to retain it.

Configure Meta

1. Use the callback URL shown in Studio.
2. Enter the same verify token configured for the integration.
3. Subscribe the app to messages.
4. Complete Meta verification.

Consider the service window

Free-form replies are sent within 24 hours of the customer's last message. Outside that window, current WhatsApp template rules apply.

Test with an authorized number before enabling real users.