Setting up WhatsApp

Konversio connects to WhatsApp via the official WhatsApp Business API. This gives you access to WhatsApp in a shared team inbox, with full conversation history and agent assignment.

What you need before you start

WhatsApp Business API access is controlled by Meta. You cannot connect a personal WhatsApp number or a WhatsApp Business App account directly. You need:

• A Meta Business Account (verified)
• A WhatsApp Business API phone number — provisioned through Meta directly or through a Meta Business Solution Provider (BSP)
• Your Phone Number ID — found in the Meta for Developers dashboard under your WhatsApp app
• A permanent API access token for that app

If you do not yet have WhatsApp Business API access, start at Meta's WhatsApp Business platform and follow their onboarding process. This step is outside Konversio's control and can take time if Meta requires business verification.

Create a WhatsApp inbox

1. Go to Settings → Inboxes → Add Inbox
2. Select WhatsApp as the channel type
3. Fill in:
   • Channel name — an internal label
   • Phone Number ID — from the Meta for Developers dashboard
   • API Access Token — a system user token or permanent page token with whatsapp_business_messaging permission
   • Business Account ID — also from the Meta dashboard
4. Click Create Inbox and assign agents

Configure the webhook in Meta

After creating the inbox, Konversio displays a webhook URL. You must register this URL in your Meta app:

1. In Meta for Developers, open your app and go to WhatsApp → Configuration
2. Set the Webhook URL to the URL Konversio provided
3. Set the Verify Token to the value shown in Konversio's inbox settings
4. Subscribe to the messages webhook field

Once the webhook is verified, incoming WhatsApp messages will open as conversations in Konversio.

Testing

Send a WhatsApp message from a personal number to your business number. Within a few seconds it should appear as a new conversation in the inbox. Reply from Konversio — the customer will receive it on WhatsApp.

Limitations to be aware of

24-hour messaging window: WhatsApp only allows free-form replies within 24 hours of the customer's last message. Outside that window, you can only send pre-approved template messages.

Template messages: Templates must be created and approved in Meta's dashboard before use. They are typically used for proactive outreach (order updates, appointment reminders). You cannot send arbitrary outbound messages to customers who haven't messaged you recently.

No broadcast lists: The Business API is for conversation-based support, not bulk messaging. Use a dedicated campaign tool for broadcast use cases.

These are WhatsApp/Meta platform constraints, not Konversio limitations.