How to connect numbers previously used in WhatsApp Lite to WACA

The WhatsApp Cloud API integration is Kommo’s latest and most powerful solution for connecting WhatsApp to your business. Unlike WhatsApp Lite, which is limited to basic messaging and doesn’t support broadcasts or interactive messages, WACA enables mass outreach campaigns. It also provides advanced automation tools, including quick reply buttons, list messages, and carousel templates, making communication more dynamic and efficient.

As an official business solution developed by Kommo, it ensures greater stability and reliability, making it the ideal choice for scaling your business communication.

Here’s the key difference:

• WhatsApp Lite connects your regular WhatsApp account to Kommo. It’s great for small businesses but has more restrictions.
• WhatsApp Cloud API (WACA) connects a WhatsApp Business account to Kommo. It offers advanced features and is better suited for professional use.

Before you start, make sure you have:

• Deleted your old WhatsApp account ifyou want to use the same number. If you haven’t done so, follow these instructions from Meta.

• A paid Kommo account (Base, Advanced, or Enterprise plan) or an active trial within 14 days.
• A personal Facebook account to manage your business profile.

When switching, remember that WhatsApp enforces a 24-hour messaging rule:

• You can only send messages to clients outside this 24-hour window using templates that are pre-approved by Meta.

In case you want to connect a new number to WhatsApp Cloud API, follow the step-by-step instructions here.

Source merging is a feature that keeps your WhatsApp data organized and functional when switching integrations. It allows you to:

• Continue existing chats seamlessly.
• Keep your automations (like bots and triggers) up and running.
• Automatically update the WhatsApp source in lead cards, filters, web forms, and widgets.

If you prefer not to use this feature, you’ll need to manually configure these settings.

Here’s why source merging is so handy:

• No duplicates: It prevents chat and lead duplication for contacts you’ve already messaged.
• Automation reset: Bots and triggers are updated automatically.
• Updated info: Everything in your Kommo dashboard is updated to reflect your new WhatsApp integration.

Something to keep in mind:

• Temporary downtime: Incoming and outgoing messages may be briefly unavailable while the merging process is underway. They will be stored and resent/delivered once the process is completed.
• 24-Hour messaging rule: With WACA, businesses can only send regular messages if the client has sent a message within the last 24 hours. If this 24-hour window is closed, you won’t be able to start a conversation with the client unless you use a Meta-approved WhatsApp template.

- If your bot was previously set using WhatsApp Lite, and the 24-hour window has already passed since the client’s last message, some messages might fail. You may see an error like this:

“Unable to send your message. The recipient has been inactive for over 24 hours. Please use an approved template or wait for their response.”

To address this, update your bot to use a WACA template for starting conversations with clients when the 24-hour window is closed. Check out our article on WhatsApp Cloud API templates to learn more.

Follow these steps to connect your number to the WhatsApp Cloud API:

1. When asked have you used the number before, click Yes, with Kommo WhatsApp integration > Next.

1. You’ll then be asked which Kommo integration you used. Choose WhatsApp Lite > Next.

1. Click Continue with Facebook and follow the instructions to connect.

1. Log in with your personal Facebook account and click Get Started.

1. Select an already existing business portfolio or create one, then click Next.

1. Сreate or select an existing WhatsApp Business Account and Profile, then click Next.

1. Fill in WhatsApp Business profile information > click Next.

1. Enter your phone number and choose how you would like to verify it (Text message or Phone call), then click Next.

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

1. Click Finish.

1. After connecting on Facebook, you will be redirected back to Kommo, where we will check your phone number in other Kommo WhatsApp integrations. It might take some time.
2. Once the check is over, Kommo will offer to merge data from previous integrations to WhatsApp Cloud API. If the number was used in Lite, it will appear in the second selector with a note about the old integration.

To merge the data, choose the phone number that you previously used on WA Lite. If you don’t want to merge, select Don’t merge > Continue.

1. If you choose to merge, a modal window will confirm that your number has been successfully connected to the integration and that the source merging process has started.

1. The process will take around 10-15 minutes, and you’ll see the status next to your phone number. You will be notified when the process is finished.

When the migration process finishes, your status will change to Connected. Congrats! Now you can use all WhatsApp Cloud API with your transferred number and data.

1. If the source merging fails, we’ll display an information bubble to notify you. The number will be available for use and marked as Connected in the table, but source merging benefits like preventing duplications and resetting sources in automation won’t apply. If you want to complete the source merging, please contact support for assistance.

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.

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