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WhatsApp for Conversations in Business App

What Is WhatsApp for Conversations?​

You can connect your WhatsApp Business account to Conversations, unlocking international communication capabilities. With this feature, you can send WhatsApp messages to new leads and existing customers, all while managing customer interactions in one centralized location.

WhatsApp for Conversations AI Overview

Why This Matters​

For businesses outside the U.S. and Canada, WhatsApp is a preferred communication channel for customers. With this integration, you can respond to leads on your customers' favorite platform, enhancing responsiveness and improving customer satisfaction.

Availability​

WhatsApp messaging channel is available in Conversations in Business App, for any accounts with either Conversations AI Pro or AI-assisted Web Chat products active on your account, internationally.

What's Included​

  • Direct integration with Conversations (send and receive WhatsApp messages directly from Conversations)
  • WhatsApp message templates for outbound messaging
    • Includes 250 outbound conversations per month (1,000 once verified by Meta)
  • Unlimited incoming messages

Setting Up the WhatsApp Integration​

Follow these steps to connect your WhatsApp Business account to Conversations:

  1. Navigate to Conversations Settings:

    • In Business App, go to Administration > Conversations Settings.
    • Find the card labeled "WhatsApp Business Messages."
    • Click "Sign in with Facebook." WhatsApp Sign in with Facebook

  2. Log In to Facebook:

    • A modal will appear prompting you to sign in with your Facebook account. Facebook Login Modal
    • Allow Social Reputation to connect by clicking "Continue as [Your Name]." Continue as your name

  3. Connect Your Business Account:

    • Next, you'll be asked to connect your account. Click "Get Started." Connect to Digital Agency

  4. Connect Your Business Account:

    • Select Get Started to link your business to the platform called Digital Agency. Connect to Digital Agency

  5. Get your SMS/Phone number from Conversations:

    • In Business App, go to Settings > Conversations Settings > Phone & SMS > Configure.
    • Take note of your number, as you'll need it to set up WhatsApp.
    • IMPORTANT NOTE – You can use the assigned Conversations number if you're in a country where SMS is supported and your account has been assigned a number (USA/Canada). Add phone number

  6. Temporarily Enable Call Forwarding:

    • Go to Conversations Settings > Your SMS/Phone Number > Settings.
    • Enable Forward the call temporarily to receive the verification call.

  7. Verify Ownership via Phone Call:

    • Return to the WhatsApp setup screen.
    • Enter your Conversations number and select Phone Call as the verification method.
    • You will receive a verification call with a code. Verify phone number

  8. Restore Call Forwarding Settings:

    • After verification, disable call forwarding or return it to your original settings.

  9. Complete the Setup:

    • Confirm the app's ability to connect to WhatsApp on the final confirmation screen. Confirm connection
    • Wait for verification to complete. Verification in progress
    • Once successful, the Conversations AI settings will show a green 'connected' badge. Connected status Connected badge

Sending Messages Through WhatsApp​

Your options for sending a WhatsApp message are different based on your conversation history with your customer:

  • If you are sending a WhatsApp message to someone who has contacted you first, you are free to write any message that meets WhatsApp guidelines.
  • If you are sending a message to someone who has not contacted you first, you must reply using a WhatsApp template.

If your account is new and does not yet have any templates, the system will automatically submit a template for approval on your behalf. You can also create and submit additional templates anytime through the Meta Business Help Center.

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Only approved templated messages can be sent as outbound cold messages. Once a customer initiates contact, you can reply with custom messages within a 24-hour window.

Key Notes:

  • Outbound messages are billed by Meta, not Business App. Template management

Enhancing Your Presence on WhatsApp​

Some advanced features and upgrades are controlled directly by Meta (WhatsApp's parent company). We provide this information to help you understand these options and how to access them.

Verified WhatsApp Business Accounts​

Verified businesses get benefits such as:

  • Increased messaging limits (from 250 to 1,000 daily business-initiated conversations)
  • Business name displayed in customer chats
  • Higher trust and visibility within WhatsApp

To apply for verification, visit Meta's WhatsApp Manager. WhatsApp verification

Getting WhatsApp Replies​

  • Customer replies to your WhatsApp Business account automatically appear in the same Conversations thread
  • All WhatsApp history is retained alongside other channels like email, SMS, and web chat
  • Any team member can view and respond to WhatsApp conversations from the shared workspace

Messaging Limits​

  • Unverified Businesses: Limited to 250 business-initiated conversations per day.
  • Verified Businesses: Can initiate up to 1,000 conversations daily and access additional features.
  • High-quality messaging practices can lead to increased limits over time. Messaging limits

Billing Information​

Access to WhatsApp through Conversations AI is included with Conversations AI Pro and AI-Assisted Web Chat and allows:

  • Unlimited incoming messages.
  • 250 outbound messages per month, with the option to increase to 1,000 after verification.

Conversation Expansion Beyond Free Limits​

After you exceed your included monthly conversations (250 or 1,000 if verified), WhatsApp applies conversation-based fees.

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These charges are billed directly by Meta and require a valid payment method in your Meta Business account.

Learn more and see the rate card.

Billing information

FAQs | WhatsApp Business

With this feature, you can elevate your customer communication strategy, fostering stronger relationships and boosting efficiency.

For more details, visit the Meta Business Help Center.

FAQs​

Can I connect an existing WhatsApp business account to Conversations AI, and still use the mobile app?

Not currently. WhatsApp is working on a feature called "WhatsApp Coexistence," which is in closed beta. If a business has a WhatsApp for business account on their phone already, they can register a new (second) account for using with Conversations. In the future, we hope to support 'coexistence' as well.

Why can't I write an outgoing message?

Only approved templated messages can be sent as outbound cold messages. Once a customer initiates contact, you can reply with custom messages within a 24-hour window.

Why did my message fail to send?

Your template may not be approved. You can check the status of approved templates in WhatsApp Manager.

What will WhatsApp messaging cost me?

You can send 250 (or 1,000 once verified) outbound conversations per month at no charge. Beyond that, Meta's conversation pricing applies. A valid payment method must be added to your Meta account.