How to connect WhatsApp to Commslayer

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

1. In Commslayer, navigate to Settings → Inboxes

2. Click Add Inbox

3. Select WhatsApp as the channel type

Step 2: Connect via Meta

1. Click Connect with Meta

2. You'll be redirected to Meta Business Suite to authorise the connection

3. Log in with the Facebook account linked to your Meta Business Suite

4. Select the Meta Business account you want to connect

5. Select your WhatsApp Business Account (WABA)

6. Select the phone number you want to use for this inbox

Step 3: Complete setup in Commslayer

1. Once redirected back to Commslayer, give your inbox a name (e.g. "WhatsApp Support")

2. Assign agents or teams who should handle WhatsApp conversations

3. Optionally enable the AI agent for this inbox

4. Click Finish to save

Important notes

• WhatsApp has a 24-hour messaging window — you can only send free-form messages within 24 hours of the customer's last message. After that, you'll need to use an approved Message Template.

• Each phone number can only be connected to one inbox at a time.

• If your number was previously used with the WhatsApp consumer app, it will need to be migrated first.

Need help?

If you run into issues during setup, contact Commslayer support and include your Meta Business account ID and the phone number you're trying to connect.