Go to Inbox settings, choose WhatsApp under 3. Connected pages, enter the number's phone number ID, your WhatsApp Business Account ID and the access token, and press Connect. Then point your Meta app's WhatsApp webhook to your store.
Where to find it
Admin › CRM › Inbox › Inbox settings (সিআরএম › ইনবক্স)
Connecting a page needs its access token, so only the store owner (Super Admin) does it. The Admin (who gets the Inbox settings tick with the role) can open the screen, switch pages on or off and see if they are working; tokens and the app secret are shown masked.
Before you start
- A running Premium (or Custom) package. The inbox is in Premium only: on Start Free, Basic, Standard or during the free trial the Inbox screens are locked and Meta's webhook check fails. See Which package has the Facebook / Instagram / WhatsApp inbox?
- Your own Meta app with WhatsApp added, and its Meta app secret saved in 2. Rules of Inbox settings. Messages are refused until it is saved.
- From the app's WhatsApp section: the number's phone number ID, the WhatsApp Business Account ID and a long-lived access token.
Step by step
- Go to Admin › CRM › Inbox › Inbox settings.
- In 3. Connected pages, pick WhatsApp in the first box. Two more boxes appear.
- Type a name if you like (for example "Rangdhanu Fashion WhatsApp"). Left empty, it is called "WhatsApp".
- In the box Instagram account id / WhatsApp phone number id, enter the phone number ID. It is required.
- In WhatsApp only: Business Account id (for templates), enter the Business Account ID.
- Paste the WhatsApp access token in the token box (it is labelled Page access token (long-lived), the same box for every type).
- Press Connect. You see "
is connected." and the number appears in the list. - In your Meta app, set the WhatsApp webhook to the Callback URL and Verify token from the For the Meta app (webhook) card, and subscribe messages.
Good to know
- The customer's number comes with the chat. WhatsApp chats keep the customer's phone, so it is ready when the seller presses Make the order.
- Photos, files and voice notes from customers come in, and sellers can send them back.
- The 24-hour rule. WhatsApp lets you write freely for 24 hours after the customer's last message. After that only an approved template can be sent. The chat says so and shows a WhatsApp template box.
- Templates need the Business Account ID. Fetch your approved templates on the WhatsApp campaigns page (Admin › Online store › Marketing channels › WhatsApp marketing) with Fetch templates. You can also enter or change the Business Account ID there.
- Connect also tells Meta to send this account's messages to your app. With the Business Account ID filled in, Connect subscribes the WhatsApp Business Account to the app the token belongs to. If Meta refuses, you see "Saved, but Meta did not let the WhatsApp account send messages here yet: …" and the reason, and the number's line shows it in red.
- The phone number ID is not checked. The number is saved as you typed it. Send a test message to check: the number's line then shows when its last message came. Last calls from Meta under the webhook card shows any problem.
- To change the token or the Business Account ID, connect again with the same phone number ID; the number is updated, not added twice.
- The token is kept encrypted and only your store uses it.
Common problems
- "Write the account id (Instagram account id / WhatsApp phone number id)." The phone number ID box was empty. Fill it in.
- Connected, but no messages arrive. Check the phone number ID (not the phone number itself) and that the WhatsApp webhook in your Meta app uses your store's callback URL with messages subscribed.
- Fetch templates is greyed out. Enter the Business Account ID on that screen first.
- Answers fail with a token error. Connect again with the same phone number ID and a new token.
Related
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