Channels

Answer WhatsApp messages from your shared inbox

Connect your WhatsApp Business number and every message customers send arrives in the same inbox as your other channels. Your team replies from the panel, and the chatbot can answer too.

This is for you if customers already write to you on WhatsApp and those conversations are stuck on one phone. Connecting the number brings them into Vera.Support, where your whole team can see and answer them.

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Step by step

Activate the WhatsApp app

Go to Settings > Apps and activate the WhatsApp app. Then choose how you want to connect your number: automatic sync, or a manual Cloud API setup.

Connect with automatic sync

Click Synchronize now and complete the flow. All your numbers sync automatically, so delete any you do not want from Settings > WhatsApp > Cloud API numbers.

Or set up the Cloud API by hand

Create an app on the Meta developer site using the "Connect with customers through WhatsApp" use case. Set a random string as Secret key in the panel, then in the app's Configuration > Configure webhooks enter the Callback URL from Settings > WhatsApp > Cloud API > Configuration URL and use that same secret key as the Verify Token. Subscribe to the webhook fields messages, history, smb_app_state_sync and smb_message_echoes.

Add the number and a token

Get a test number in your Meta app, add a recipient, then copy the Phone number ID into Settings > WhatsApp > Cloud API numbers > Phone number ID and generate a token so you can reply. For production, create a permanent access token from a Meta system user with full control of the app and the WhatsApp account, with the permissions whatsapp_business_management, whatsapp_business_messaging and business_management and expiration set to Never, then paste it into Settings > WhatsApp > Cloud API numbers > Token. Your app must be reviewed and approved by Meta.

Test from the right number

Send a test message from a number that does not belong to one of your own agents or admins, or the conversation will not behave as you expect. While testing, do not assign WhatsApp conversations to a department.

Settings reference

Setting	What it does
Synchronize now	Starts the automatic connection flow and brings your WhatsApp numbers in.
Reconnect	Runs the connection flow again when messages stop arriving.
Settings > WhatsApp > Cloud API numbers	The list of connected numbers, where you delete any number you do not want in the inbox.
Secret key	A random string you choose for a manual setup; you also enter it as the Verify Token in Meta's webhook configuration.
Settings > WhatsApp > Cloud API > Configuration URL	The Callback URL you paste into your Meta app's webhook configuration.
Settings > WhatsApp > Cloud API numbers > Phone number ID	Identifies which WhatsApp number a conversation belongs to; copied from your Meta app.
Settings > WhatsApp > Cloud API numbers > Token	The permanent access token used to send replies from that number.

Good to know

The number leaves the WhatsApp Business app

Using an existing WhatsApp Business number here means it can no longer be used in the WhatsApp Business app. The number has to be migrated.

Meta needs a payment method

If messages do not arrive, click Reconnect and complete the flow, then add a payment method to your Meta business account.

New numbers need another sync

Numbers you add later do not appear on their own — sync again to bring them in. If you re-sync the same number and no verification SMS or call arrives, the last PIN you received still works.

What works on WhatsApp conversations

Queue and routing, the chatbot, human takeover, attachments, language detection, spelling correction, multilingual via translation and Google search all apply. Rich messages are converted automatically; when a chips, buttons or select message has more than three options, add whatsapp="Your menu text".

Follow-up and offline messages behave differently

The follow-up message always sends, even when an agent has already replied. The offline message is supported, but the timetable is not included.

Unofficial APIs are not supported

Only the official Cloud API and the two supported providers can be used. Anything else will not work.

Common questions

Can I keep using the WhatsApp Business app with this number?

No. Once you use an existing WhatsApp Business number here, it can no longer be used in the WhatsApp Business app — it must be migrated.

Do I have to use the official Cloud API?

Two other providers are supported as alternatives, each needing an API key or an account SID plus auth token, and a configuration URL you paste back on their side. Both come with limitations — one caps messages at 1600 characters — so the official Cloud API is strongly recommended.

My messages are not arriving. What should I check?

Click Reconnect and complete the flow, and make sure your Meta business account has a payment method. Also check that you are not testing from a number belonging to one of your own agents or admins.

Does my Meta app need to be reviewed?

For a manual Cloud API setup in production, yes — your app must be reviewed and approved by Meta, and you need a permanent access token from a Meta system user.

Can the chatbot answer WhatsApp messages?

Yes. The chatbot and human takeover both work on WhatsApp conversations, alongside queue and routing and the language features.

I re-synced a number and no code arrived. What now?

If you re-sync the same number and no verification SMS or call comes through, the last PIN you received still works.

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