Connecting WhatsApp to Commslayer allows you to manage WhatsApp Business messages alongside your other support channels. This integration is set up through Meta Business Suite.
Before you start
Make sure you have the following ready:
-
A WhatsApp Business Account (WABA)
-
A Meta Business Suite account with admin access
-
A verified phone number to use for WhatsApp Business
Step 1: Go to Inboxes in Commslayer
-
In Commslayer, navigate to Settings → Inboxes
-
Click Add Inbox
-
Select WhatsApp as the channel type
Step 2: Connect via Meta
-
Click the Facebook button. A Meta window opens
-
Log in with the Facebook account linked to your Meta Business Suite
-
Select the Meta Business account you want to connect
-
Select your WhatsApp Business Account (WABA)
-
Select the phone number you want to use for this inbox. If Commslayer then shows a dropdown with several numbers, choose yours and click Continue with selected number
Step 3: Complete setup in Commslayer
-
Type an Inbox name, for example "WhatsApp Support"
-
Click Create WhatsApp channel
-
On the next screen, pick the teammates who should handle WhatsApp conversations and click Add agents
To let the AI agent answer on WhatsApp, the new inbox has to be selected under AI agent → Settings.
Important notes
-
WhatsApp has a 24-hour messaging window. You can reply freely for 24 hours after the customer's last message. After that you need an approved template. See "Reply after the 24 hours have passed" below.
-
Each phone number can be connected to one inbox only, across all Commslayer accounts.
-
A number that is active in the WhatsApp Business app can be connected and keeps working in the app. See "Keep using the WhatsApp Business app" below.
-
A number used in the regular WhatsApp app has to be moved to WhatsApp Business first.
-
Earlier WhatsApp conversations are not imported. Only messages that arrive after you connect show up in Commslayer.
Keep using the WhatsApp Business app
You can connect a number that is active in the WhatsApp Business app and keep using the app. In Meta's window, choose the option to connect your existing WhatsApp Business app number and follow Meta's steps.
-
New customer messages arrive in Commslayer and in the app
-
Replies you send from the app also show in the conversation in Commslayer
-
Conversations from before you connected stay in the app. They are not imported
The number stays on pending
Open the WhatsApp inbox under Settings → Inboxes and look at Phone number verification in the WhatsApp Settings card.
-
Connected or Verified: nothing to do
-
Pending verification, Not verified or Verification expired: click Send SMS code or Send voice code, type the 6-digit code under Verification code and click Verify
After the number is verified and Meta has approved its display name, Commslayer finishes the registration in the background. That can take about 10 minutes. If the status doesn't change, or you moved the number from another helpdesk and no messages arrive, contact support from the chat inside the app with the phone number.
Reply after the 24 hours have passed
When 24 hours have passed since the customer's last message, the conversation shows "You can only reply to this conversation using a template message due to 24 hour message window restriction" and the reply box says Conversation window expired.
-
Click Send template
-
Pick a template and fill in its variables
-
Click Send
To send messages outside the 24-hour window, the WhatsApp Business Account needs a payment method. The Payment method section of the inbox settings shows whether one is connected.
How to add a payment method to WhatsApp →
Need help?
If you run into issues during setup, contact support from the chat inside the app. Include the phone number, your Meta Business account ID and a screenshot of the message Meta shows.