Set up WhatsApp Business
The WhatsApp Business suite (/whatsapp-business/*) handles scale: approved templates, broadcasts, A/B campaigns, conversation flows, and analytics. For 1:1 chat without the full suite, use WhatsApp Chat at /whats-app-messaging.
Complete this setup before templates, broadcasts, or Smart Flows WhatsApp actions.
Video
Who can do this
Owner or Admin with:
whatsapp_businessmodule enabled in Workspace modules- Meta Business Manager admin access
Before you begin
- Meta WhatsApp Business Account (WABA) ID
- System User or permanent Cloud API access token with
whatsapp_business_managementandwhatsapp_business_messagingpermissions - Decision on Billing mode: Bring your own (BYO) vs Managed
- Optional: workspace defaults at Communications settings → WhatsApp Business Settings (
/settings/communications/whatsapp)
What you'll accomplish
- Connected WABA with healthy status on the dashboard
- Synced phone numbers with quality ratings visible
- Foundation for template submission and sends
Step 1 — Enable the module
- Settings → Workspace modules → enable WhatsApp Business (or equivalent module flag).
- Confirm sidebar Marketing → WhatsApp section appears:
| Nav label | Route |
|---|---|
| Dashboard | /whatsapp-business/dashboard |
| Business Accounts | /whatsapp-business/accounts |
| Phone Numbers | /whatsapp-business/phone-numbers |
| Templates | /whatsapp-business/templates |
| Components | /whatsapp-business/components |
| Conversation Builder | /whatsapp-business/conversation-builder |
| WhatsApp Flows | /whatsapp-business/flows |
| Broadcasts | /whatsapp-business/broadcasts |
| Campaigns | /whatsapp-business/campaigns |
| Contacts | /whatsapp-business/contacts |
| Analytics | /whatsapp-business/analytics |
Step 2 — Connect a WABA account
Path: /whatsapp-business/accounts
- Select Connect WABA (empty state: No WABA accounts).
- In form Connect WABA account, fill:
| Field | Guidance |
|---|---|
| Meta WABA ID | Required; placeholder 1234567890 |
| Display name | Friendly label (e.g. My Business) |
| Meta access token | Permanent/system user token (password field) |
| Billing mode | Bring your own (BYO) or Managed |
Help text: Use your Meta WABA ID and a System User / permanent Cloud API token with whatsapp_business_management and whatsapp_business_messaging permissions.
- Select Connect (shows Connecting…).
- Success toast: WABA connected.
Account list: each row shows display name or WABA ID + Status badge (pending, connected, etc.).
Account details inspector:
- Display name, Meta WABA ID, Status, Billing mode, Health, Quality rating
- Update token / reconnect when token expires
Validation toasts:
- Meta WABA ID is required
- Meta access token is required to connect
Step 3 — Sync phone numbers
Path: /whatsapp-business/phone-numbers
- Filter All accounts or pick a specific WABA.
- Select Sync from Meta (empty state: Sync numbers).
- Table columns: Number, Display, Quality, Status.
Number inspector (select a row):
- E.164, Meta phone ID, Quality rating, Messaging tier, Throughput, Daily limit
Verify: At least one number shows connected status and acceptable Quality rating.
Low quality rating limits throughput—fix template/report issues in Meta before large broadcasts.
Step 4 — Configure workspace WhatsApp settings
Path: /settings/communications/whatsapp
Page title: WhatsApp Business Settings
Subtitle: Billing, working hours, webhooks, assignment, and compliance defaults.
Configure workspace-wide defaults (routing, hours, webhooks) per fields shown. Align with your compliance policy before marketing sends.
Step 5 — Confirm dashboard health
Path: /whatsapp-business/dashboard
Title: WhatsApp Business Dashboard
Subtitle: Health, usage, and recent activity across your WABA workspace.
Select Refresh.
Stat cards:
| Card | Hint |
|---|---|
| Account health | WABA connection and quality signals |
| Messages (24h) | Outbound + inbound |
| Active conversations | Open sessions |
| Template approval rate | % approved |
Empty state No dashboard data yet: Connect a WhatsApp Business account and send your first messages to populate analytics. → Connect account
Sections: Recent campaigns, Recent conversations, Recent errors
Verify your work
- Business Accounts — status connected, health green
- Phone Numbers — E.164 listed after Sync from Meta
- Dashboard — stat cards populate after first messages
- Test template message (after template approval) delivers to your phone
Tips
Store the Meta token in a secure vault—use Update token / reconnect before expiry to avoid send failures.
Complete Knowledge Hub before AI or conversational flows—message copy should match brand voice.
Separate test WABA from production when possible—wrong template tests can affect quality score.
Troubleshooting
| Problem | Fix |
|---|---|
| Sidebar WhatsApp missing | Enable module; check role permission |
| Connect fails | Token permissions; WABA ID typo |
| Sync from Meta toast Select a WABA account to sync | Pick account filter first |
| Sync failed | Reconnect token; Meta outage |
| Dashboard empty | Normal until first send; connect account + approved template |
| 1:1 chat vs Business confusion | Chat = /whats-app-messaging; scale = /whatsapp-business/* |