WhatsApp Business API

Integrate the official Meta WhatsApp Business API for professional customer support.

Overview

WhatsApp Business API is Meta's official solution for companies that need support at scale. It is recommended for operations with high message volume.

Requirements

Before you begin, you need:

• [x] Verified Meta Business account
• [x] Dedicated phone number (cannot be in use on regular WhatsApp)
• [x] Company document (Business registration or equivalent)

Advantages

Feature	Description
Official	Meta-approved integration
Stable	High availability
Templates	Proactive messages for customers who haven't started a conversation
Payments	WhatsApp payments integration
Multi-agent	Multiple simultaneous agents

Configuration

Step 1: Create Account on Meta Business Suite

1. Go to business.facebook.com
2. Create a Meta Business account
3. Complete business verification

📸

Screenshot: Meta Business Suite

Step 2: Configure WhatsApp Business

1. In Meta Business Suite, go to Accounts → WhatsApp Accounts
2. Add a new WhatsApp Business account
3. Register your phone number
4. Complete verification

Step 3: Connect on Interflow

1. In the left sidebar, click on Channels
2. Click on "Add channel"
3. Select the type Official WhatsApp
4. Follow the authentication flow
5. Select the number you want to connect

▶️

Video: Configuring WhatsApp Business API (coming soon)

Message Templates

To start conversations with customers who haven't messaged you in the last 24 hours, you need to use approved templates.

Accessing Templates

Templates are available within the channel editing. To access them:

1. In the left sidebar, click on Channels
2. Click on the WhatsApp channel you want to edit
3. In the page header, click on Templates

Creating a Template

1. In the Templates tab of the channel
2. Click on "New template"
3. Fill in the fields:
   • Template name
   • Category (Marketing, Utility, Authentication)
   • Language
   • Message content
4. Submit for approval

Template Example

Hello {{1}},

Your order #{{2}} has been confirmed and will be shipped soon.

Track it at: {{3}}

Thank you for shopping with us!

Variables:

• 1 = Customer name
• 2 = Order number
• 3 = Tracking link

Approval Status

Status	Meaning
🟡 Pending	Under review by Meta
🟢 Approved	Ready to use
🔴 Rejected	Needs adjustments

TIP

Templates are approved faster when they follow Meta's policies. Avoid excessive promotional language.

24-Hour Window

WhatsApp Business API has a service window rule:

• Within 24h: You can send any message
• Outside 24h: Only approved templates

Customer sends message → 24h window opens → Free conversation
                                          ↓
                              24h pass without response
                                          ↓
                              Window closes → Templates only

Costs

WhatsApp Business API has per-conversation costs. Check the updated pricing table at developers.facebook.com/docs/whatsapp/pricing.

Troubleshooting

Number won't connect

1. Check if the number is not on another WhatsApp
2. Confirm that business verification is complete
3. Wait up to 24h after the request

Rejected templates

Common reasons:

• Excessive promotional content
• Lack of clarity in purpose
• Use of prohibited language

Messages not delivering

• Check if the recipient's number is correct
• Confirm that the customer has active WhatsApp
• Check if you're respecting the 24h window

Next Steps

• Automation with Flows
• Support Metrics