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Connecting WhatsApp

This guide connects a WhatsApp number to Appricity and switches on answering. Start in Operations → Channels → WhatsApp → Add a WhatsApp number, and pick one of the two routes.

Route A: link a phone (quick, unofficial)

Best for a quick trial or a low-volume line, if you accept the risk.

  1. Choose Personal WhatsApp (scan a QR code).
  2. Read and agree. Linking a phone is against WhatsApp's terms of service; WhatsApp may log the number out or ban it permanently, and the agent reads every message on the number. Tick I understand the risk, optionally name the number, and Continue to the QR code.
  3. On the phone, open WhatsApp → Settings → Linked devices → Link a device, and scan the code. It refreshes every few seconds until you do.
  4. The number's page opens. Send a test to your own phone and watch the ticks.

Keep the phone switched on and connected now and then: WhatsApp signs out linked devices if the phone stays offline for about two weeks. If that happens, choose Relink.

New linked numbers start at 20 new conversations a day for their first week, then 60 by default. You can change the daily limit (1 to 500) on the number's page. Replies to people already talking to you are never limited.

Route B: the WhatsApp Business Platform (official)

Best for a company number and for volume. Most of the work happens in Meta's tools, so allow an hour the first time.

  1. In Meta's business tools, set up a WhatsApp Business account for the number, and a permanent access token (temporary tokens stop working after a day) with WhatsApp messaging and management permissions.
  2. In Appricity choose WhatsApp Business Platform and enter the WhatsApp Business Account id, the Phone number id, the access token and the app secret. Appricity checks them with Meta before saving.
  3. On the number's page, copy the Callback URL and Verify token into WhatsApp's configuration in Meta, and subscribe to message events. The page shows Receiving events once it works.
  4. Publish your app in Meta; until you do, Meta only sends test events.
  5. Create message templates in WhatsApp's manager, wait for approval, then Sync from Meta in Appricity.
  6. Send a test. Outside WhatsApp's 24-hour window, only an approved template is delivered.

Switch on answering

On the number's page, open Answer incoming messages and choose Set up an agent to answer. The recommended settings are filled in: the default agent, Everyone as who to answer on a Business number (Smart triage on a linked phone), and the standard hand-over rules. Check them, save, and use Try it to have a practice conversation.

Common problems

  • No events arriving on a Business number: the callback URL or verify token wasn't saved in Meta, message events aren't subscribed, or the app isn't published.
  • The number can't be added in Meta: numbers already used by the WhatsApp Business app can't also be used through the platform; use a fresh number.
  • A test message wasn't delivered: on a Business number, more than 24 hours have passed since the recipient last wrote; send an approved template instead.
  • Personal WhatsApp isn't available: it hasn't been switched on for your workspace; contact Appricity.