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Connecting WhatsApp

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Overview

On the WhatsApp page you connect a WhatsApp Business number to Placetel. Once a number is connected, an AI assistant can answer the incoming WhatsApp messages from your customers. There are two ways to add a number:
  • Import (recommended): connect your number in a few clicks via Meta. Meta guides you through signing in and selecting your account and number - you don’t have to copy any IDs by hand.
  • Add manually: enter the credentials (phone number ID, WABA ID, and an access token) yourself. Suitable if you already manage your WhatsApp Business account in Meta Business Manager.

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Prerequisites

  • A Meta Business account (Facebook Business).
  • A WhatsApp Business account (WABA) within that Meta account.
  • A phone number that is not already linked to a regular WhatsApp or WhatsApp Business app (consumer app). See Choosing a number.
  • For production use, Meta may require a verified business identity and a payment method on the WhatsApp Business account.
Don’t have a WhatsApp Business account yet? You can create one directly at Meta during the import. Meta’s wizard walks you through the setup step by step.

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Adding a number

Open WhatsApp in the sidebar. While no number is connected yet, you see the two options directly; once numbers exist, you find them under Add in the top right. Either way, you choose between Import and Manually Add. WhatsApp page with no connected number, showing the "Import" and "Manually Add" options With the import, you connect your number through Meta’s Embedded Signup - a Meta window that guides you securely through the whole process. At the end, Meta hands the credentials (phone number ID, WABA ID, and token) to Placetel automatically; you don’t enter anything by hand.
1

Start the import

Click Add → Import. A Meta window opens.
2

Sign in and select your Business Portfolio

Sign in with the Facebook/Meta account that manages your business, then select your Business Portfolio - the Meta business account that owns your WhatsApp assets (formerly “Business Manager”). If you don’t have one yet, create it in about a minute: business name and a valid contact email (not a throwaway address).
3

Select or create the WhatsApp Business account

Choose an existing WhatsApp Business account (WABA) or create a new one with your business details - your business category, website, and time zone.
4

Choose a number option

Decide how to provide a number: use a display name only (test number) or a new or existing WhatsApp number. See Number options during import.
5

Confirm and finish

Confirm the permissions Meta requests. The number then appears in the list on the WhatsApp page.

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Number options during import

During the import, Meta offers two ways to provide a number:
  • Display name only: you provide just a display name and Meta gives you a free test number with the 555 prefix. This is the fastest way to run a chat demo. However, it is a test number - not intended for production use.
  • New or existing WhatsApp number: you connect a real number. For which numbers are eligible and what to watch out for, see Choosing a number.
Import is the fastest and least error-prone path, because Meta transfers the phone number ID, the WABA ID, and the token for you.

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Method 2 - Add manually

Use this path if you have already set up your WhatsApp Business account in Meta Business Manager and want to enter the credentials yourself. Click Add, choose Manually Add, and fill in the dialog. The "Add WhatsApp number manually" dialog with the fields Display name, Phone number ID, WhatsApp Business account ID, and Access token Then click Add number.
The access token is stored securely and never shown again. Keep a copy in a safe place in case you need it later.

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How to find these IDs

The required values come from your Meta account. In the dialog, the How to find these IDs link takes you straight to the matching instructions.
  • Phone number ID and WABA ID: in the WhatsApp Manager under your phone number, or in Meta for Developers under Your app → WhatsApp → API Setup. Both IDs are shown there together.
  • Access token: in Business settings → System users, create a system user and generate a token with the permissions whatsapp_business_messaging and whatsapp_business_management.
Use a system user token (long-lived). The temporary token from API Setup expires after 24 hours - the connection would then break. It is therefore not suitable for production use.

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Registering the number

After adding a number manually, it may still need to be registered with Meta. Use the Register action next to the number in the list. Once the number is ready to use, it is shown as Active.

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Choosing a number

Which phone number you can connect depends on where it is used today:
  • Existing WhatsApp Business number: connect it via the import. Meta guides you through migrating it into your WhatsApp Business account.
  • Personal mobile number with WhatsApp: if the number is already linked to the regular WhatsApp app, you must delete that account first before you can use the number for business.
  • Landline number: a landline can be connected as long as it isn’t otherwise linked to WhatsApp. During verification, choose confirmation by phone call.
  • New number: you can obtain and verify a new number at Meta.
For production use, Meta usually requires a verified business identity and a payment method on the WhatsApp Business account. Verification by Meta can take a few days.

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Assigning an assistant

Click a connected number in the list to manage it. At the top, the Active and Registered labels show that the number is ready to use. The view has three areas:
  • WhatsApp account: shows the number’s phone number ID and WABA ID. Use the copy icon to copy each value.
  • AI Assistant: in the dropdown, select a chat assistant to answer messages sent to this WhatsApp number. Voice assistants are not offered here. The assignment takes effect immediately.
  • Settings → Audio messages: when this toggle is on, the assistant may answer WhatsApp voice messages with audio messages. Turn it off if the assistant should reply with text only.
Create the chat assistant under AI Assistants → Overview → Create → Chat assistant. You can configure and test it in the wizard before assigning it to WhatsApp. Configure the First message there as well.

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FAQ

What is the difference between “Import” and “Add manually”? With import, Meta connects your number in a few clicks and hands over the credentials automatically. With manual adding, you enter the phone number ID, WABA ID, and an access token yourself - useful if you already manage your account in Meta Business Manager. Which path should I choose? In most cases, Import: it is faster and avoids typos in IDs and tokens. I don’t have a WhatsApp Business account yet. What do I do? You can create one directly at Meta during the import. Can I use my personal WhatsApp number? Only if you remove it from the regular WhatsApp app first. A number cannot be connected in the consumer app and for business at the same time. My token isn’t accepted, or the connection breaks. You probably used a temporary token that expires after 24 hours. Create a system user token and add the number again. Where do I find the phone number ID and WABA ID? In the WhatsApp Manager, or under Meta for Developers → Your app → WhatsApp → API Setup. The How to find these IDs link in the dialog takes you straight there. Can the assistant reply to voice messages? Yes. In the number’s management view, turn on the Audio messages toggle under Settings; the assistant then answers WhatsApp voice messages with audio messages.