Setting up WhatsApp Business

WhatsApp is one of the most popular messaging platforms worldwide, making it a critical channel for customer support. By connecting your WhatsApp Business account to Deskwoot, you can manage WhatsApp conversations alongside email, live chat, and other channels in a single, unified inbox. Deskwoot uses the WhatsApp Cloud API, which is free to set up through Meta.

Prerequisites

Before you begin, make sure you have the following in place:

• A Meta Business account at business.facebook.com
• A verified phone number that is not already registered with the WhatsApp or WhatsApp Business mobile app
• A Facebook App with the WhatsApp product enabled in the Meta developer dashboard

Step 1: Get Your API Credentials

In your Meta developer dashboard, navigate to your app's WhatsApp settings. Locate the following values:

1. Phone Number ID
2. WhatsApp Business Account ID
3. Access Token. Meta provides a temporary token by default. For production use, generate a permanent System User token from your Meta Business Settings under System Users.

Copy these credentials and keep them handy for the next step.

Step 2: Connect to Deskwoot

1. In Deskwoot, go to Settings > Inboxes > Add Inbox.
2. Select WhatsApp as the channel type.
3. Enter your Phone Number ID, Business Account ID, and API token.
4. Click Create WhatsApp Inbox.

Deskwoot will automatically configure the webhook URL on Meta's side, so no manual webhook setup is required.

Step 3: Test Your Setup

Send a WhatsApp message to your connected phone number from any personal WhatsApp account. The message should appear as a new conversation in your Deskwoot inbox within seconds. Try replying from Deskwoot to confirm two-way messaging is working correctly.

Troubleshooting Common Issues

• Messages not arriving: Verify that your access token has not expired. Temporary tokens last only 24 hours. Switch to a permanent System User token for uninterrupted service.
• Phone number already registered: If the number is linked to the WhatsApp or WhatsApp Business mobile app, you must delete it from the app before using it with the Cloud API.
• Webhook errors: Ensure your Meta App is in Live mode, not Development mode, and that the WhatsApp product is properly added to your app.

Best Practices

• Always use a permanent System User token to avoid unexpected disconnections.
• Set up auto-assignment rules in Deskwoot so incoming WhatsApp conversations are routed to the right team or agent.
• Keep in mind WhatsApp's 24-hour messaging window. You can reply freely within 24 hours of the customer's last message, but after that you must use an approved message template.

FAQ

Can I use the same phone number on the WhatsApp mobile app and Deskwoot?

No. A phone number can only be registered with either the WhatsApp/WhatsApp Business mobile app or the Cloud API at any given time. You will need a dedicated number for Deskwoot.

Is the WhatsApp Cloud API free?

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

Do I need to verify my Meta Business account?

Business verification is not required to get started, but Meta imposes stricter messaging limits on unverified accounts. Completing verification unlocks higher throughput and the ability to add more phone numbers.