WhatsApp Cloud API: How to connect?

Before you start, make sure you have:

• A dedicated phone number with country and area code (short codes are not supported) that is able to receive voice calls or SMS.
• The phone number must not be associated with any other WhatsApp account.

If you had a WhatsApp Messenger or WA Lite account, you should delete your account to use the number for the WhatsApp Business Platform.

If your number was connected to another WhatsApp Business Platform provider (including other Kommo integrations), you should migrate your number. Learn more about the number migration here.

• A paid Kommo account (Base, Advanced, or Enterprise plan) or be within 14 days of an active trial.
• A personal Facebook account.

There are a few limitations with this integration, including:

• Unverified Facebook Business profiles can have up to 2 phone numbers. It can be increased if you verify your profile or open 1,000 or more business-initiated conversations in a 30-day moving period using templates with a high-quality rating.
• Verified Facebook Business profiles can manage up to 20 numbers, with the possibility of more upon request.
• A single integration in Kommo can manage up to 50 numbers.

To connect to WhatsApp Cloud API integration using a new number, you’ll have to:

1. Go to your Kommo account > Settings > Integrations > Find WhatsApp Cloud API widget or, Chats > Settings > Channels.
2. Agree with the privacy policy and click on +Install.
3. Before starting the connection process, you will be asked about the number you are using. Click No, I never used it with WhatsApp at all > Next.

1. After that, click Continue with Facebook.

1. Login with your personal Facebook account and click Get Started.

1. Create a business portfolio or select an already existing one. Make sure to fill in all the necessary information and then click Next.

1. You now have to create or select an existing WhatsApp Business Account and Profile > Next.

1. Make sure your WhatsApp Business profile information is filled > click Next.

1. Fill in your phone number and then choose how you would like to verify your number, by Text message or a phone call > click Next.

1. Enter the verification code you have received > Next.

1. Click Finish.

1. You will be redirected back to Kommo to complete the setup. To do it, simply click Connect this number.

If your numbers have previously been used for WhatsApp Lite, this is how you can connect it to WhatsApp Cloud API:

1. In the WhatsApp Cloud API widget when asked have you used the number before, click Yes, with Kommo WhatsApp integration > Next.

1. And then you’ll be asked which Kommo integration did you use. Choose WhatsApp Lite > Next.

1. After that, click Continue with Facebook and follow the instructions to connect.

If you migrate from WhatsApp Lite to WhatsApp Cloud API, you will need to reset existing automations and create new WhatsApp templates. Messaging existing contacts might cause duplicate chats and leads.

To connect a regular WhatsApp number to WACA, you need to:

1. Go to the WhatsApp Cloud API widget and when asked have you used the number before, click Yes, on my phone using the WhatsApp or WhatsApp Business app > Next.

1. After that, click Continue with Facebook and follow the instructions to connect.

If you logged out from WhatsApp Cloud API or deleted the number from Kommo integration, follow these steps to reconnect the number to WhatsApp Cloud API:

1. Manually delete the phone number associated with your account in the Meta WhatsApp Manager settings. Read this article to learn more about Logging out or deleting a number.
2. Reconnect to WhatsApp Cloud API:

• Go to the WhatsApp Cloud API widget and when asked have you used the number before, click Yes, with Kommo WhatsApp integration > Next.

• You’ll be asked which Kommo integration did you use. Choose WhatsApp Cloud API > Next.

• After that, click Continue with Facebook and follow the instructions to connect.

If you want to use the number with a different provider, you also need to manually delete the phone number associated with your account in the Meta WhatsApp Manager settings.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.