The WhatsApp integration connects your WhatsApp Business number to Text so that you can manage customer messages directly from your inbox.
Handle conversations, assign them to teammates, and reply faster without switching between apps.
When a customer sends you a message on WhatsApp, a conversation will appear in your Text inbox. You can reply, assign it to a teammate, or handle it with your AI agent, just like any other channel.
What do you need to connect WhatsApp to Text?
Before you start, make sure you have:
A Facebook account with login credentials (email or phone number and password).
A Meta Business Portfolio, you can connect your WhatsApp account to an existing portfolio or create a new one. You'll need admin permissions for the portfolio you want to connect. We recommend verifying your business on Meta before connecting, as unverified accounts have messaging limits.
A WhatsApp Business Account can be created during the setup, along with the WhatsApp number. Note that the number you register must be able to receive SMS or voice calls, as it will need to be verified during setup.
Your business details, including a display name and a short description (optional). The display name is what customers will see on your WhatsApp Business profile, so we recommend using your official brand name to make a good first impression.
If you have an existing WhatsApp number, you can add it during setup.
Once your number is connected to Text, it is registered exclusively in Text's WhatsApp Business Account and cannot be used simultaneously via the Meta API directly (for example, to send order confirmations from a separate system). During the Meta setup wizard, you may also be prompted to enter a payment method at the final step. Skip this step, as you don't need to add a credit card to connect your number to Text.
If the number you want to connect is currently active in the WhatsApp or WhatsApp Business mobile app, you'll need to delete it from the app before starting the setup. Registration will fail if the number is still registered there.
How to set up WhatsApp?
In Text, go to Settings > WhatsApp.
Click Continue with Facebook to start the Meta setup wizard.
Log in with your Facebook credentials when prompted.
Follow the Meta setup wizard:
Select or create a Meta Business Account.
Select or create a WhatsApp Business Account.
If you don’t have one already, set up your WhatsApp Business Profile, including business name, industry, and phone number.
Select or generate a WhatsApp phone number. If you are adding a new number, you will need to verify it by entering a one-time code (OTP) sent via SMS or voice call. If the number is already registered, this step is skipped.
Review and accept the required permissions.
Click Finish to complete the setup in Meta.
Back in Text, you can send a test message to your number to check whether it appears as a chat.
You can also add more numbers if needed by clicking Add phone number.
If you are migrating an existing number from another provider, make sure to disable two-factor authentication (2FA) on that number in WhatsApp Manager before starting the setup. If 2FA is still active, the connection will fail.
The 24-hour service window is a WhatsApp rule: you can only send free-form replies within 24 hours of the customer's last message. Once the window closes, you won't be able to continue the conversation until the customer reaches out again.
Marketing Messages are coming soon - this will allow you to reach out to customers outside the 24-hour window.
Sharing your WhatsApp number with customers
You can share your WhatsApp number with customers using a chat link or a QR code so that they can start a conversation with you directly.
In the WhatsApp numbers list, click the open icon next to your number, then copy the chat link or scan the QR code to share on your website, email, or social media.
Disconnecting a WhatsApp number
You can disconnect a WhatsApp number to stop receiving messages from it in Text. The number will remain on your list, and you can reconnect it at any time.
To disconnect, go to WhatsApp settings, hover over the number, and click the unlink icon on the right.
To reconnect, click Connect next to the number.
The license admins can disconnect or connect any number associated with your organization, even if it was connected by someone else.
Frequently asked questions
Yes! You can connect as many WhatsApp numbers as you need to your Text account. There is no limit on the numbers you can add, and each number you connect is free; you won't be charged regardless of how many numbers you have active.
No, the history of your previous conversations will remain in the archive section.
Yes, the AI agent can handle the chats coming from WhatsApp.