Setting up WhatsApp Business

Setting up WhatsApp Business in Deskwoot uses Meta's official WhatsApp Cloud API, which is free to register: you connect a Meta Business Account, verify a phone number, and the WhatsApp Business inbox starts receiving messages alongside your other channels. 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 (only for the manual setup)

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. 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.
3. App Secret (recommended), under App Settings > Basic in your Meta App. Deskwoot uses it to check that incoming webhooks really come from Meta.

Copy these credentials and keep them handy for the next step. You also choose a Verify Token yourself, any text you like.

Step 2: Connect to Deskwoot

1. In Deskwoot, go to Settings > Inboxes > Add Inbox.
2. Select WhatsApp as the channel type.
3. Open Advanced: connect manually with your own Meta App credentials and enter your Phone Number ID, Access Token, Verify Token and App Secret.
4. Click Create Inbox.

Then open WhatsApp > Configuration in your Meta App, paste the Deskwoot webhook URL shown in the setup, enter the same Verify Token, click Verify and Save and subscribe to the messages field.

Faster without your own Meta App: click Connect with WhatsApp under Connect with Meta instead, pick your account and number in Meta's window, and Deskwoot sets up the webhook for you. A number that already runs on Twilio connects with Connect your Twilio number instead (Account SID, Auth Token, WhatsApp Phone Number).

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. After that WhatsApp only delivers approved message templates, and Deskwoot shows a note in the conversation instead of sending your reply.

Frequently asked questions