Connect your WhatsApp Business number to UseResponse and answer your customers' WhatsApp messages right from the helpdesk, together with your other messengers.
The integration uses Meta's official WhatsApp Business Platform. Setup takes a few minutes in a Meta window and doesn't require any servers or technical configuration.
Already using the WhatsApp Business app? You can connect the same number and keep using the app on your phone. Messages sync between the app and UseResponse.
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Before you start
Make sure you have:
- A Facebook account. You'll use it to log in to Meta during setup.
- A phone number for WhatsApp. It can be a number you already use in the WhatsApp Business app (version 2.24.17 or later), or a new number that isn't registered on WhatsApp.
- Your business details: business name, address and a public website. Meta checks this information. Missing details or a website that isn't publicly available can get your WhatsApp account blocked.
- A payment card for messages that Meta charges for. See What WhatsApp charges for below.
A number used in the regular (personal) WhatsApp app can't be connected. Move it to the WhatsApp Business app first, or use a different number.
How to connect WhatsApp
- Go to Administration » Support Channels, click New and choose WhatsApp.
- Click Connect WhatsApp Number. A Meta window opens.
- Log in with your Facebook account.
- Choose your business portfolio or create a new one. Fill in your business name, website and country.Choose how to connect your number:
- - Connect your existing WhatsApp Business app, if you want to keep using the app on your phone;
- Use a new number, if the number isn't registered on WhatsApp yet. - Follow the steps for your option (see below).
- Add a payment method if Meta asks for it. You can also add it later in Meta Billing Hub.
- When you finish, the Meta window closes and your WhatsApp number appears in Support Channels.
If you connect your existing WhatsApp Business app
- Enter the phone number you use in the WhatsApp Business app.
- Meta sends a message to your WhatsApp Business app. Open the app on your phone and follow the instructions there.
- Choose whether to share your chat history. If you do, chats from the last 6 months are copied to UseResponse.
After connecting, keep the WhatsApp Business app installed on your phone. Your linked devices (for example, WhatsApp Web) will be logged out, and you can link them again.
If you use a new number
- Enter the phone number and choose how to get a verification code: SMS or phone call.
- Enter the code.
- Enter the display name customers will see. Meta reviews it, so use your real business name.
Using the WhatsApp Business app and UseResponse together
When you connect an existing WhatsApp Business app number, you can reply both from your phone and from UseResponse. Meta calls this Coexistence.
Good to know:
- Replies you send from the WhatsApp Business app on your phone also appear in UseResponse.
- Group chats are not synced.
- Broadcast lists in the app become read-only, and you can't create new ones.
- Replies sent from WhatsApp for Windows or WearOS don't appear in UseResponse. Use the phone app, WhatsApp Web or WhatsApp for Mac instead.
- To disconnect your number from UseResponse, open the WhatsApp Business app and go to Settings » Account » Business Platform » Disconnect.
Which messages you'll see in UseResponse
- All new messages from customers, including replies to your notifications.
- Replies your agents send from UseResponse.
- Replies sent from the WhatsApp Business app, if you connected an existing app number.
- Chat history from the last 6 months, if you chose to share it while connecting.
You have 24 hours to reply
When a customer writes to you, a 24-hour reply window opens. Each new message from the customer restarts it. While the window is open, agents can reply as usual.
After 24 hours, WhatsApp doesn't allow regular replies. You can only send a message template approved by Meta, and it's charged. The same applies if your business wants to message a customer first. As soon as the customer replies, a new 24-hour window opens.
What WhatsApp charges for
WhatsApp (Meta) charges for some messages your business sends. These charges are billed by Meta to the payment method in your Meta account. They are not part of your UseResponse subscription.
- Messages from customers are always free.
- Replies within the 24-hour window: the first 1,000 per month are free for each WhatsApp number, no matter which country your customers are in. After that, each reply is charged.
- Message templates (notifications, reminders, promotions) are charged from the first message.
- Replies sent from the WhatsApp Business app on your phone stay free.
The price of a charged message depends on the message type and on your customer's country. You only pay for messages that were delivered.
Important: if your Meta account has no payment method, your replies will stop being delivered after the first 1,000 messages in a month.
Learn more from Meta:
- Pricing on the WhatsApp Business Platform
- Message prices by country
- Meta Billing Hub (add or change your payment method)
Keep your WhatsApp account in good standing
Meta can restrict or disable WhatsApp accounts that break its rules. To avoid this:
- Fill in your business details in Meta and use your real, public website.
- Only message people who agreed to receive messages from you.
- Follow the WhatsApp Business Messaging Policy.
If your account is disabled, you'll get an email from Meta. Open Meta Business Support Home, check the reason, fix the issue and click Request review.