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Connect a WhatsApp Business number so customers can message your workspace on WhatsApp and your team can reply from the shared inbox.

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Connect a number

1

Open WhatsApp settings

In the agent console, go to Settings → Channels → WhatsApp.
2

Add or transfer a number

Select Add or transfer and complete Meta’s signup flow. You sign in with Facebook and choose the WhatsApp Business Account and number to connect.
3

Verify the number

If the number needs its two-step verification PIN, enter it on the account card to finish connecting.
Once connected, the number shows as active and starts receiving messages. You can connect more than one number to a workspace.

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The 24-hour service window

WhatsApp lets you send free-form replies for 24 hours after the customer’s last message. Inside this window, reply normally from the conversation thread. After 24 hours the window closes, and WhatsApp only allows pre-approved message templates to reopen the conversation. See Templates for creating and sending them.
WhatsApp and Meta may charge for template messages (marketing, utility, or authentication). Replies inside the service window are free. Pricing depends on message category and the customer’s country.

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Business profile

For a connected number you can edit the public business profile — about text, description, address, email, website, and profile photo — under the number’s settings.

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What you can send

  • Text replies
  • Images, video, audio, and documents
  • Approved message templates (to reopen a closed window)

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Teams

From the WhatsApp settings page you can also create and manage teams — named groups of agents you route conversations to and scope quick replies by. Teams are shared across the workspace, so a team you create here is available everywhere, including the Instagram and Email channels.