Connecting WhatsApp Business

WhatsApp Business integration lets you manage WhatsApp conversations directly from your Deskwoot inbox, keeping all customer interactions in one place. Deskwoot uses the official WhatsApp Cloud API provided by Meta, which is free to set up. Below you'll find everything you need to get connected, along with tips to avoid common pitfalls.

Requirements

• A Meta Business Account (business.facebook.com)
• A phone number not already registered with WhatsApp or the WhatsApp Business app
• Access to the WhatsApp Business API, available through Meta's developer platform at no setup cost

Quick Connect (Recommended)

The fastest way to connect is via the Connect WhatsApp via Facebook button:

1. Navigate to Settings > Inboxes > Add Inbox > WhatsApp.
2. Click Connect WhatsApp via Facebook.
3. Log in to your Meta Business account.
4. Select or create a WhatsApp Business Account and verify your phone number.
5. Deskwoot handles the rest automatically, including webhook configuration.

Manual Setup

For manual configuration, gather three values from your Meta developer dashboard:

• Phone Number ID — found in your app's WhatsApp settings.
• Permanent Access Token — create a System User in Meta Business Settings and generate a token with the required WhatsApp permissions.
• Verify Token — any string you choose (e.g., my-deskwoot-verify-token).

Enter all three values in Deskwoot's WhatsApp inbox settings and save.

Webhook Configuration

If you used quick connect, webhooks are configured automatically. For manual setup:

1. Copy the webhook URL and verify token from Deskwoot.
2. Paste them into your Meta App's WhatsApp webhook settings.
3. Subscribe to the messages webhook field.

Message Templates

WhatsApp requires pre-approved message templates for outbound messages sent outside the 24-hour customer service window. Create templates in your Meta Business Manager, then use them from Deskwoot when starting new conversations or re-engaging customers after the window has closed.

Troubleshooting

• Phone number already in use: Remove the number from the WhatsApp or WhatsApp Business app before connecting. A number can only be registered with one platform at a time.
• Messages not arriving in Deskwoot: Double-check that your webhook URL is correct and that the messages field is subscribed in your Meta App settings.
• Access token expired: If you used a temporary token during manual setup, generate a permanent one via a System User. Temporary tokens expire after 24 hours.

Best Practices

• Use the quick connect flow whenever possible to reduce configuration errors.
• Keep your message templates concise and personalized — Meta reviews each template, and clear, non-promotional language gets approved faster.
• Respond within the 24-hour service window to avoid needing a template for every reply.

FAQ

Does the WhatsApp Cloud API cost anything?

Setting up the API is free. However, Meta charges per-conversation fees based on conversation category and country. Check Meta's pricing page for current rates.

Can I use my personal WhatsApp number?

You can, but the number must be unregistered from the regular WhatsApp or WhatsApp Business app first. Once connected to the API, you will no longer be able to use that number in the mobile app.

Can I connect multiple WhatsApp numbers?

Yes. Create a separate inbox in Deskwoot for each phone number by repeating the setup process under Settings > Inboxes > Add Inbox > WhatsApp.