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Social Messaging | How to connect WhatsApp to your Hub account

Updated

Important things to know:

  • The Social Messaging feature is available as an add-on to your existing plan. Account Administrators can activate this feature via the Social Channels page in the Hub settings, and clicking the Unlock social channels button.
  • The Hub uses Meta's embedded signup tool to handle your onboarding process, cutting lead time from days to minutes. In the four-step signup flow, you can manage business accounts for both Meta and WhatsApp, manage WhatsApp Business Profiles, and complete required verification steps.

Channel Requirements

Before connecting WhatsApp, you must have:

  • A phone number that can receive international SMS or phone calls and is not connected to any WhatsApp account.
  • Access to a personal Facebook account that has been added to the Meta Business Suite of your brand for your business with admin rights.
    Go to Meta Business Suite.

To learn more about Meta entities and the requirements consult our Social Messaging FAQs.

If your business doesn't have Meta Business Suite then you only need a Facebook account.

Key Points

  • For fast and easy onboarding, make sure to:
  • The Connect WhatsApp flow has a save & exit feature which enables you to quit the flow and resume it later without losing your current progress.

 

How to Connect

1. Go to Menu Icon_22px_Settings.jpg Settings then select Social Channels.

2. Go to the Available channels section.

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3. Click Connect under the WhatsApp section.

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4. To start the flow, click the Connect button.

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5. Add number - Choose between your Sinch dedicated number or your company number you want to use as your brand identity on WhatsApp.

A) Sinch dedicated number - Select a number already linked to your Message Media account in  the dropdown list or buy your own dedicated number and click Next.

B) Fill in your company number and click Next.

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This number should be able to receive international SMS or phone calls to perform the Meta two factor authentication.The number should not be connected to any WhatsApp account.
Check the What are the different ways to use WhatsApp? article to learn more about WhatsApp usages.
If you want to check if you number is free from any previous connection follow the instructions from the How do I know if my number is connected to WhatsApp? section on Message Media and scan the QR code.

Things to Remember

  • This number should be able to receive international SMS or phone calls to perform the Meta two factor authentication.
  • The number should not be connected to any WhatsApp account.
  • Check the What are the different ways to use WhatsApp? article to learn more about WhatsApp usages.
  • If you want to check if you number is free from any previous connection follow the instructions from the How do I know if my number is connected to WhatsApp? section on Message Media in the Add number step and scan the QR code.

6. Business profile - fill out your WhatsApp Business Profile information.
The WhatsApp Business Profile represents the contact identity of your company on WhatsApp. While filling out the information, the previewer (on the right of the screen) will update the contact information as it will be displayed on WhatsApp for an end user.
By adding more accurate and detailed data you increase your chance to succeed in the Business verification by Meta.
Proceed by clicking on Next.
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7. Embedded signup - connect your WhatsApp brand details to Meta.

In step Embedded signup, click the Continue with Facebook button.
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A Meta popup will open, log in with your Facebook credentials and complete the flow.

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Note - If you picked a dedicated number, the pin code sent by WhatsApp will be displayed in the Embedded signup page under the Verify the selected number section.
connect_whatsapp_12.png

Once your phone number is verified, the pop up closes. If every step was successful, you'll be automatically redirected to the WhatsApp page.

 

Connected Page

Once connected, the WhatsApp page will show details about your business profile and connection.

To access it go to the Social Channels page and click on My channels section.

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Click on See details

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The status represent the channel connection state:

  • Active - if the connection was successful.
  • Failing - if an error occurred during the connect flow.
    You can see a description of the error.

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Edit your business profile details

  • Click Edit business profile and modify the information.
  • If you want to first verify that the edited information is correct before submitting for update, click Save draft. When you click Request change, the changes will take 1-3 business days to come into effect. Switch between the current information and the submitted draft using the toggle button on top.

  • After saving a draft or requesting a change your number is still connected and you can see the information about your update request in the main page.

    The status in the Business Profile section represents your update status. The available statuses are:

    • Draft: When you saved a draft

    • Accepted: Changes have been accepted and made to your Business Profile

    • Rejected: Your update has been denied by Sinch Message Media

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