Connect WhatsApp Business

What this connection does

Connecting WhatsApp Business allows your Interlinked AI agent to receive and respond to WhatsApp messages from customers. WhatsApp is the most popular messaging platform in many markets, and connecting it enables your AI agent to handle sales inquiries, customer support, appointment scheduling, and more — all through the WhatsApp interface your customers already use daily.

All WhatsApp conversations are visible in the CRM inbox, where you can monitor AI responses, take manual control, send media files, and manage customer interactions alongside your other channels.

How WhatsApp Business Platform works

Interlinked connects to the WhatsApp Business Platform (formerly WhatsApp Business API), which is Meta’s official enterprise-grade messaging infrastructure. This is different from the WhatsApp Business App you might download on your phone:

Feature	WhatsApp Business App	WhatsApp Business Platform (Interlinked)
AI-powered responses	✗	✓
Automated workflows	✗	✓
Multiple team members	Limited	✓ (via CRM)
Message templates	✗	✓
Marketing campaigns	✗	✓
CRM integration	✗	✓
Media support	Text, images, video	Text, images, video, audio, documents, stickers

Requirements

Before you begin, make sure you have:

• A phone number — You need a phone number that can receive SMS or voice calls for verification. This can be a new number or your existing business number.
• A Meta account — You need a personal Meta (Facebook) account to manage the connection.
• A Meta Business Portfolio — During the Embedded Signup flow, you can either select an existing portfolio or create a new one. A Meta Business Portfolio (formerly Business Manager) is required by Meta for all WhatsApp Business Platform integrations.

How to connect WhatsApp

Step 1: Open the connection screen

You can connect WhatsApp in two places:

• During onboarding — On the Connect channels step of the setup wizard, find the WhatsApp card and click Connect.
• After publishing — In the AI Config wizard, navigate to the Channels step and click Connect on the WhatsApp card.

Step 2: Meta Embedded Signup

Unlike Instagram and Facebook Messenger, WhatsApp uses Meta Embedded Signup — a guided in-page popup that walks you through the entire setup process. This flow is provided by Meta and runs within the Interlinked interface.

The Embedded Signup flow guides you through these steps:

1. Log in to your Meta account — Enter your Meta credentials in the popup window.
2. Select or create a Meta Business Portfolio — Choose an existing portfolio or create a new one for your business.
3. Create or select a WhatsApp Business Account — This is the business-level container for your WhatsApp number within Meta’s ecosystem.
4. Register a phone number — Enter the phone number you want to use for WhatsApp Business. You will receive a verification code via SMS or voice call.
5. Verify the phone number — Enter the verification code to confirm ownership.
6. Set up a payment method — Meta requires a payment method for WhatsApp Business Platform accounts because WhatsApp conversation charges are billed directly by Meta.

Step 3: Complete the connection

After the Embedded Signup flow is complete, the WhatsApp channel shows as Connected in Interlinked. Your AI agent can now send and receive WhatsApp messages on the registered phone number.

What happens after connection

Once WhatsApp is connected and your AI agent is published:

• Incoming WhatsApp messages appear in the CRM inbox under the WhatsApp tab.
• The AI responds using your published configuration — greeting message, workflow, product catalog, and business context.
• All media types are supported — customers can send images, videos, audio messages, documents, and stickers. The AI agent processes and responds to media content.
• You can take manual control of any WhatsApp conversation from the CRM. See Switch between AI and manual control.
• Marketing campaigns — You can send bulk WhatsApp messages using approved templates. See WhatsApp marketing campaigns.

WhatsApp messaging rules

WhatsApp has specific messaging rules that are important to understand:

The 24-hour customer service window

When a customer sends a message to your WhatsApp number, a 24-hour customer service window opens. During this window:

• Your AI agent (or you, in manual mode) can send free-form messages — text, images, videos, documents, audio — without restrictions.
• The window resets each time the customer sends a new message.

After the 24-hour window closes (no customer message for 24 hours), you can only send pre-approved message templates to restart the conversation. This is a Meta/WhatsApp policy, not an Interlinked limitation.

Message templates

Message templates are pre-written, structured messages that Meta reviews and approves before they can be used. Templates are required for:

• Initiating conversations outside the 24-hour window
• Marketing campaigns (promotional messages, offers, announcements)
• Transactional notifications (order confirmations, appointment reminders)

Templates are created and managed in Meta Business Suite, not in Interlinked. The WhatsApp marketing campaigns feature in Interlinked uses your approved templates for bulk sending.

Messaging limits and quality rating

Meta assigns a messaging limit to your WhatsApp Business account that determines how many unique customers you can message per day. Your limit starts low and increases as your account builds a positive reputation:

Tier	Unique customers per 24 hours
Initial	250
Tier 1	1,000
Tier 2	10,000
Tier 3	100,000
Unlimited	No limit

Your tier increases automatically when you maintain a healthy quality rating (based on customer feedback, block rates, and report rates). Sending high-quality, relevant messages helps increase your limit over time.

WhatsApp costs

WhatsApp Business Platform messaging has its own cost structure, billed directly by Meta — these charges are separate from your Interlinked subscription:

• Customer-initiated conversations (customer messages you first) — Lower cost per conversation.
• Business-initiated conversations (you message the customer first using a template) — Higher cost per conversation.
• Pricing varies by country — Meta charges different rates depending on the customer’s phone number country code.

You set up a payment method with Meta during the Embedded Signup process. WhatsApp charges appear on your Meta billing, not on your Interlinked invoice.

Disconnecting WhatsApp

If you need to disconnect WhatsApp, you can do so from the AI Config wizard Channels step. See Manage connected channels for detailed steps.

Disconnecting WhatsApp stops the AI agent from receiving and responding to WhatsApp messages. Existing conversation history in the CRM is preserved.

Troubleshooting

If you encounter issues connecting WhatsApp, check the following:

• Phone number already registered — If the number is currently registered on the WhatsApp Business App, the Embedded Signup flow will guide you through the migration. The number can only be active on one platform at a time.
• Verification code not received — Ensure the phone number can receive SMS or voice calls. Try the alternative verification method (SMS vs. voice call).
• Payment method required — Meta requires a valid payment method for WhatsApp Business Platform accounts. Add a credit card or PayPal in the Embedded Signup flow.
• Meta Business Portfolio issues — If you cannot create or select a portfolio, ensure your Meta account is not restricted. Visit Meta Business Help Center for account status checks.
• Number not eligible — Some phone numbers (virtual numbers, toll-free numbers in certain countries) may not be eligible. Contact Meta support for number eligibility questions.

For more solutions, see Meta connection troubleshooting.