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Connect WhatsApp Business

Reply on WhatsApp using the same bot, sources, and prompts as your website widget. Each business connects its own Meta WhatsApp number; Conversa does not use one shared token for all customers.

How credentials work

  • Your business connects your WhatsApp Business Account in Meta and authorizes Conversa for that number.
  • After setup, your access token, phone number ID, and optional WABA ID are stored encrypted for your workspace (per bot).
  • Messages to your number are sent and received using your token, not a single Conversa-wide API key for every customer.
  • Conversa runs one platform webhook (/api/webhooks/whatsapp) and routes each inbound message to the right bot by phone number ID.

Before you start

  • A Meta Business account and a WhatsApp Business phone number you can verify (SMS or voice OTP).
  • A permanent access token from Meta (System User in Business Settings is recommended for production, not the short-lived token on API Setup).
  • In Conversa: bot status ACTIVE, sources added and processed, answers tested in the dashboard first.

Connect in the dashboard

  1. Sign in and open Bots, then select the bot that should answer on WhatsApp.
  2. In the bot sidebar, open WhatsApp.
  3. In Meta Developer → your app → WhatsApp → API Setup, copy:
    • Phone number ID
    • Permanent access token
    • WhatsApp Business Account ID (WABA) (recommended so webhooks subscribe correctly)
  4. Paste those values in Conversa and click Connect WhatsApp. Optionally add your display number (e.g. +234…) for your own reference.
  5. From your personal WhatsApp, message your business number with a question that is in your uploaded FAQs. You should get an AI reply grounded in your sources.

Meta webhook (platform)

Your Conversa host administrator configures Meta once for the whole product:

  • Callback URL: https://www.conversa.ng/api/webhooks/whatsapp (or your APP_URL on self-hosted installs)
  • Verify token: must match WHATSAPP_WEBHOOK_VERIFY_TOKEN on the server
  • Subscribe to the messages field

Individual customers do not set this URL; they only connect their number in the dashboard.

Tips and limits

  • One WhatsApp connection per bot. Use the bot whose sources match that business line or brand.
  • Free-form replies work inside Meta's 24-hour customer service window after the user last messaged you. Outside that window you need approved message templates.
  • Text messages are supported first; images and voice notes may get a short "text only" notice.
  • Keep sensitive refunds and disputes on a human path. Set a clear fallback message in bot settings.
  • WhatsApp conversation fees from Meta are separate from your Conversa subscription.

Disconnect or reconnect

On the same WhatsApp page, use Disconnect to remove stored tokens. Connect again with a fresh token if Meta rotated your credentials.

Read the full blog walkthrough →

Need help? Contact us or see FAQs.