Set Up and Configure WhatsApp

Updated
  • Updated on Jan 30, 2025
  • Published on Dec 10, 2024
  • 5 minute(s) read
REQUIRED USER ROLE 
Administrator
PERMISSION OVERVIEW
View permissions by role

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.

  • 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.

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.

  1. Click  on the top left corner of the screen.

  2. Click Settings.

  3. 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.

  4. Click Connect WhatsApp to add a new account.

  5. You’ll have two options to choose from presented in the modal:

Connect a Gladly SMS-capable phone number

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.

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

  1. 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.

  2. 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.

  3. 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.

  4. Once logged in, click Get Started to continue and connect WhatsApp to Gladly.

  5. 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.

  6. In the Choose a WhatsApp Business Account dropdown list, select the WhatsApp Business Account you want linked to the phone number, then click Next.

  7. Click Continue to confirm your request to allow Gladly access to the WhatsApp Business account. The verification process begins and takes a few seconds.

  8. Click Finish.

  9. The WhatsApp page now lists the phone number connected to WhatsApp and the designed WABA ID. The phone number will remain in Pending status for a few minutes and disappear 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 Facebook Messenger.

  • If you seenext to the phone number, it means verification has failed. Refer to WhatsApp Business Verification Failed for more details.

Connect your own phone number

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.

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.

  1. Enter the phone number in international format with spaces. For example, +_country code_areacode_phone number looks like +1 555 123 4567.  

  2. 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.

  3. 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.

  4. Once logged in, click Get Started to continue and connect WhatsApp to Gladly.

  5. 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.

  6. In the Choose a WhatsApp Business Account dropdown list, select the WhatsApp Business Account you want linked to the phone number, then click Next.

  7. Click Continue to confirm your request to allow Gladly access to the WhatsApp Business account. The verification process begins and takes a few seconds.

  8. Click Finish.

  9. The WhatsApp page now lists the phone number connected to WhatsApp and the designed WABA ID. The phone number will remain in Pending status for a few minutes and disappear 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 Facebook Messenger.

    • If you seenext to the phone number, it means verification has failed. Refer to WhatsApp Business Verification Failed for more details.

WhatsApp business verification failed

Phone number verification may fail due to various reasons.

Contact Gladly Support for assistance if the verification fails.

Related docs