Set Up and Configure WhatsApp

REQUIRED USER ROLE
Administrator

PERMISSION OVERVIEW
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Connect and set up a WhatsApp Business Account (WABA) to receive and respond to WhatsApp messages in Gladly.

Before you start

Review the following information before you set up WhatsApp:

Only SMS-enabled phone numbers can be used with WhatsApp.
A new WABA is required in Canada if the number you intend to use is already used for Voice.
You can use an existing WhatsApp phone number already available in Gladly, repurpose a phone number you own, or purchase a new SMS-enabled phone number directly through Gladly to use with WhatsApp.
Think about which Inbox to route WhatsApp messages to. You can create a new Inbox for WhatsApp or direct them to the WhatsApp default Inbox on the Entry Points page once it’s set up.
Set up Business Hours to trigger auto-replies based on your operating hours.
Think about Topics Customers might ask through WhatsApp and apply them to WhatsApp messages.
If you connect a phone number from Gladly, Meta asks for a verification code during setup. Meta sends the code by text message to that number, which you can't see yourself, so Gladly Support needs to read it to you.
Contact Gladly Support before you begin the registration process
See Get the verification code from Gladly Support.
If your organization has more than one WhatsApp Business Account (WABA), you can't use a phone number that's already used for Voice or SMS in Gladly. Choose a different number.

Connect WhatsApp to Gladly

Deactivate popup blockers
If you’re using browser popup blockers, temporarily turn them off to allow the Facebook login modal to appear.

Click on the top left corner of the screen.
Click Settings.
Under the Channels category, click WhatsApp. The WhatsApp page will show you a list of WhatsApp accounts configured in Gladly. It also includes the following details:
- Phone Number– The phone number of the WhatsApp account shown on the Meta Business page.
- Display Name – The name Customers see when they view your WhatsApp Business profile that adheres to Meta’s display name guidelines.
- WABA ID – WABA (WhatsApp Business Account ID) is a unique identifier generated by WhatsApp that is used to identify a business account on the WhatsApp platform. Multiple phone numbers could be associated with one WABA ID. Therefore, there could be a list here, for example, five phone numbers with their own display names tied to one WABA ID.
Click Connect WhatsApp to add a new account.
You’ll have two options to choose from presented in the modal:
- Connect a Gladly SMS-capable phone number – Choose an SMS-enabled phone number you already own, available in Gladly on the Voice or SMS Settings page.
- Connect your own phone number – Use an SMS-enabled phone number you own that’s not already in Gladly.

Connect a Gladly SMS-capable phone number

Log into the Meta Business account
You must be logged into the Meta Business account before connecting WhatsApp to Gladly.

Have your verification code ready
Meta may ask you for a verification code while you connect a Gladly phone number, which expires quickly. Read Get the verification code from Gladly Support before you start.

Select a phone number already available in Gladly, purchased through the SMS or Voice phone number purchase flow.

Select the phone number to use with WhatsApp from the dropdown list, then click Next.
- The dropdown list will only include phone numbers that are SMS-enabled. This includes numbers purchased for Voice, provided they support SMS functionality. The list will be empty if you have no SMS-enabled phone numbers available in Gladly.
Enter a Display Name. This is the name your Customers see when messaging your business or viewing your WhatsApp Business profile.
- The Display Name must comply with Meta’s display name guidelines.
- The name cannot be changed once it’s saved. Gladly cannot automatically verify if the display name meets guidelines. Non-compliance reduces the messaging limit to 250 business-initiated messages per day. Contact Gladly Support if the name needs to be updated due to non-compliance.
- The name cannot be changed once it’s saved. Gladly cannot automatically verify if the display name meets guidelines. Non-compliance reduces the messaging limit to 250 business-initiated messages per day. Contact Gladly Support if the name needs to be updated due to non-compliance.
Click Next. A window will pop up, and if you are not logged in to your Meta Business account, you’ll be prompted to log into your Meta Business account.
Once logged in, click Get Started to continue and connect WhatsApp to Gladly.
In the Business Portfolio dropdown list, select the WhatsApp business profile you want to be connected to Gladly and associated with the phone number, then click Next.
In the Choose a WhatsApp Business Account dropdown list, select the WhatsApp Business Account you want linked to the phone number, then click Next.
Click Continue to confirm your request to allow Gladly access to the WhatsApp Business account. The verification process begins and takes a few seconds.
Click Finish.
The WhatsApp page now lists the phone number connected to WhatsApp and the designated WABA ID. The phone number stays in Pending status while Gladly waits for WhatsApp to bring it online. This usually takes about 10 minutes. If Meta approves your number later than that, Pending can last up to about 90 more minutes. You don't need to do anything during that time. The status disappears once the number is verified.

Once verified, WhatsApp will be added to your Messaging Channel. Agents assigned to the Inbox used for WhatsApp will receive new WhatsApp requests whenever they’re available in the Messaging Channel. See Create and Reply to WhatsApp Messages to learn how to help Customers on WhatsApp.
If you see next to the phone number, it means verification has failed. Refer to WhatsApp Business Verification Failed for more details.

Get the verification code from Gladly Support

When you connect a phone number from Gladly, Meta sends a verification code by text message to that number. Because you can't see messages sent to a Gladly number, Gladly Support reads the code to you while you're connecting.

Contact Gladly Support about connecting a Gladly phone number to WhatsApp. Support will get ready to find your code. Wait for Support to confirm before you continue.
In Gladly, click Connect WhatsApp, select your phone number, and continue through the steps above until Meta asks for a verification code.
Tell Gladly Support that Meta is asking for the code. Support will give you the code right away.
Enter the code in the Meta window.
Stay in touch with Gladly Support until you see the confirmation that setup finished.

If the phone number is also used for SMS in Gladly, the verification code text may also show up in an Inbox as a Conversation from an unknown sender. It isn't from a Customer. Let your Agents know what to expect, and close the conversation once setup is done.

Move quickly!
The code expires after 60 seconds. If it expires, request a new code from inside the Meta window. The new code lasts 2 minutes.

Connect your own phone number

Log into the Meta Business account
You must be logged into the Meta Business account before connecting WhatsApp to Gladly.

Check your phone for a code
Meta may ask for a verification code while you connect. It's sent by text message to the phone number you're connecting, so you'll receive it yourself and don't need Gladly Support. If the code expires, request a new one from inside the Meta window.

To connect your own phone number, it must be SMS-enabled to use WhatsApp and cannot be available in Gladly on the SMS or Voice Settings page.

Enter the phone number in international format with spaces. For example, +_country code_areacode_phone number looks like +1 555 123 4567.
Click Next.
- If the number is already in Gladly, the error “You already own this phone number. Select this number from the “Use a Gladly phone number” option” will appear. Instead, set up WhatsApp through the Connect a Gladly SMS-capable phone number flow.
Click Next. A window will pop up, and if you are not logged in to your Meta Business account, you’ll be prompted to log into your Meta Business account.
Once logged in, click Get Started to continue and connect WhatsApp to Gladly.
In the Business Portfolio dropdown list, select the WhatsApp business profile you want to be connected to Gladly and associated with the phone number, then click Next.
In the Choose a WhatsApp Business Account dropdown list, select the WhatsApp Business Account you want linked to the phone number, then click Next.
Click Continue to confirm your request to allow Gladly access to the WhatsApp Business account. The verification process begins and takes a few seconds.
Click Finish.
The WhatsApp page now lists the phone number connected to WhatsApp and the designated WABA ID. The phone number stays in Pending status while Gladly waits for WhatsApp to bring it online. This usually takes about 10 minutes. If Meta approves your number later than that, Pending can last up to about 90 more minutes. You don't need to do anything during that time. The status disappears once the number is verified.
- Once verified, WhatsApp will be added to your Messaging Channel. Agents assigned to the Inbox used for WhatsApp will receive new WhatsApp requests whenever they’re available in the Messaging Channel. See Create and Reply to WhatsApp Messages to learn how to help Customers on Whatsapp.
- If you see next to the phone number, it means verification has failed. Refer to WhatsApp Business Verification Failed for more details.

Troubleshoot WhatsApp failed verification

What you see	What it means	What to do
Gray Pending status, under 24 hours old	Normal. Gladly is waiting on Meta or on the next status check.	Wait. See the timing in step 9.
Red warning icon next to the phone number	The number hasn't come online within 24 hours of being added. This doesn't always mean Meta rejected it.	Contact Gladly Support to check the status.
A message that the connect request timed out	Setting up a number takes several steps and can take longer than the screen waits. It may have worked anyway.	Reload the WhatsApp page and check the list of phone numbers before you try again. Trying again right away can create a duplicate.
A "number already used" error at the end of setup	Your organization has more than one WABA, and the number you chose is already used for Voice or SMS in Gladly.	Start over with a phone number that isn't used for Voice or SMS in Gladly.
The verification code expired	The code lasts 60 seconds.	Request a new code in the Meta window. The new code lasts 2 minutes.

If a phone number is stuck and doesn't come online, Gladly Support may need to remove it and run the setup again. Prepare for the following:

You'll need to be available to go through the verification code step again.
You may also need to delete the phone number from WhatsApp Manager in your Meta business account before trying again.
Confirm with Gladly Support before you delete anything in Gladly.