WhatsApp Quick Start

The WhatsApp Business Platform (API) is Meta's official way for businesses to message customers on WhatsApp. Connecting a WhatsApp number to Resool lets your whole team chat with customers from one shared inbox, assign conversations, reply with AI Agents and workflows, send approved message templates and broadcasts, take WhatsApp calls, and manage your business profile and product catalog. You connect your number in a few clicks with Continue with Facebook, Meta's official sign-up, without copying any IDs or tokens.

#What you can do with WhatsApp

In the Inbox

• Receive and reply to WhatsApp messages, including images, documents, voice notes and locations.
• Assign conversations, add internal notes and use snippets.
• Send an approved message template when the 24-hour messaging window is closed.
• Make and answer WhatsApp voice calls. See WhatsApp calls.

In Broadcasts and Workflows

• Send WhatsApp campaigns to segments of contacts. See Creating a broadcast.
• Send messages and templates automatically with workflow steps such as Send a WhatsApp template.

On the channel page

• Create and track Message templates.
• Edit your WhatsApp Business Profile.
• Connect a Meta Product Catalog and manage WhatsApp Calls settings.

#Before you begin

• You need a Facebook account with admin access to your business in Meta Business Suite, or permission to create one during sign-up.
• You need a phone number that can receive a verification code by SMS or voice call. Meta's sign-up tells you if the number can't be used.
• In Resool, only Owners and Admins (or a custom role with Connect and configure channels) can connect channels.
• Each connected WhatsApp number counts as one channel toward your plan's channel limit.

#How to connect WhatsApp to Resool

1. Go to Settings › Channels and click Add Channel.
2. Find WhatsApp Business Platform (API) under Business Messaging and click Connect.

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Settings › Channels › Add Channel, Business Messaging tab

The WhatsApp Business Platform (API) card with the Popular badge and the Connect button, next to the Messenger and Instagram cards.

File: screenshots/whatsapp-quick-start-catalog.png

1. In the Connect WhatsApp dialog, click Continue with Facebook.

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Settings › Channels › Add Channel › WhatsApp Business Platform (API) › Connect

The "Connect WhatsApp" dialog with the blue "Continue with Facebook" button at the top.

File: screenshots/whatsapp-quick-start-connect-dialog.png

1. In the Meta window, sign in to Facebook and follow the steps:
   • Choose your business portfolio, or create one.
   • Choose an existing WhatsApp Business account or create a new one.
   • Add your phone number and the display name customers will see, then verify the number with the code Meta sends.
   • Review and approve the permissions Resool asks for.
2. When the window closes, Resool creates the channel. You see Channel created and the new WhatsApp channel's page opens.

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The Meta sign-up window opened by Continue with Facebook

The Meta embedded sign-up step where you pick the WhatsApp Business account and phone number, with the Next button.

File: screenshots/whatsapp-quick-start-meta-signup.png

#How to test your WhatsApp channel

1. Open the channel's Configuration tab. Copy the Chat link (a wa.me link for your number).
2. Open the link on your phone and send a message.
3. Go to the Inbox. The conversation appears with the WhatsApp icon. Reply to it to check that messages go both ways.

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Settings › Channels › the WhatsApp channel › Configuration

The Configuration tab with the Chat link (https://wa.me/...) and its Copy button, the Channel name field, and the Danger zone with Delete channel.

File: screenshots/whatsapp-quick-start-configuration.png

#How to configure your WhatsApp channel

Open the channel from Settings › Channels › Manage. The tabs are:

• Configuration: the Chat link, the Channel name your team sees, and Delete channel.
• Message templates: templates for this number and their review status. WhatsApp reviews templates within 24 hours. See WhatsApp message templates.
• Profile: the photo, About text, address and other details customers see. See WhatsApp Business profile.
• Meta Product Catalog: let customers browse products and send a cart. See WhatsApp product catalog.
• WhatsApp Calls: turn on voice calling. See WhatsApp calls.

Routing and satisfaction surveys are set on the Channels page. See Channel settings.

#Notes and limitations

• 24-hour messaging window: you can send free-form messages for 24 hours after the customer's last message. After that, the composer shows WhatsApp's messaging window closed and you can only send an approved message template until the customer replies. See Messaging windows and templates.
• Templates must be approved by Meta before you can send them. Only approved templates can be sent outside the 24-hour window.
• Meta charges for some conversations (for example, marketing templates). WhatsApp campaign messages are billed at Meta's price plus 10%. See Plans and billing.
• Message limits: Meta limits how many customers a new number can start conversations with each day. The limit rises as your quality rating stays high and your business is verified.

#FAQ and troubleshooting

#Can I connect more than one WhatsApp number?

Yes. Connect each number from the Channel Catalog. Each one is a separate channel with its own templates, profile and settings, and counts toward your plan's channel limit.

#Why can't I reply to a WhatsApp conversation?

The 24-hour window has probably closed. Click Send message template in the composer and pick an approved template. Once the customer replies, you can send normal messages again.

#The channel shows "Needs attention". What should I do?

What you can do:

• Open the channel's Configuration tab and read the error at the top.
• Check in Meta Business Suite that the number is still connected and the WhatsApp Business account isn't restricted.
• Delete the channel and connect the number again with Continue with Facebook. Earlier conversations for the same number are kept and reattached.

#Why don't I see the Profile, Catalog and Calls tabs?

They appear once the number is fully connected to a WhatsApp Business account. If they're missing, reconnect the number with Continue with Facebook.

#What's next?

• WhatsApp message templates
• WhatsApp Business profile
• WhatsApp calls
• Creating a broadcast