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 Connect with Meta:

1. Navigate to Settings > Inboxes > Add Inbox > WhatsApp.
2. Under Connect with Meta, click Connect with WhatsApp.
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).

In the WhatsApp setup, open Advanced: connect manually with your own Meta App credentials, enter the three values plus the App Secret (recommended, it lets Deskwoot check that webhooks really come from Meta) and click Create Inbox.

Already using WhatsApp through Twilio? Click Connect your Twilio number instead in the WhatsApp setup and enter your Account SID, Auth Token and WhatsApp Phone Number.

Webhook Configuration

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

1. Copy the webhook URL shown in Deskwoot's manual setup.
2. Paste it into your Meta App's WhatsApp webhook settings, together with the same verify token you entered in Deskwoot.
3. Subscribe to the messages webhook field.

Message Templates

Outside the 24-hour customer service window, WhatsApp only delivers pre-approved message templates. Create templates in your Meta Business Manager, where Meta reviews them. Deskwoot sends an approved template through the Meta Lead Ads connector when a new lead fills in your form. When the window has closed, you pick an approved template and send it right from the conversation, see Send WhatsApp templates after the 24 hour window. Numbers connected through Twilio do not send templates in Deskwoot.

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.

Frequently asked questions