Connect WhatsApp Business Platform

This article explains how to connect your WhatsApp number to Docvivo through Meta's official platform. Once it's connected, messages sent to that number land in the inbox under the Meta menu, and your team replies from the same screen.

Before you start

• Your role needs the permission to add Meta channels. Without it, you won't see the Connect account button.
• You need access to the Meta business account the number belongs to. The connection is completed in Meta's own window.
• Your package has a Meta channel limit. You can see your usage on the Settings → Subscription page.

Step by step

1. Open Integrations from the left menu and click the WhatsApp Business card.
2. Click the Connect account button, then Connect in the window that opens.
3. In Meta's window, sign in, choose your business account and the number you want to connect, and grant permission.
4. After the "Connection successful" message, the Meta Channel window opens. Choose the Data Source the number will use. If you don't have a suitable data source, you can create one right away with the "Create a Data Source named WhatsApp …" button in the window.
5. Click Add.

The number now appears in the Connected accounts list. The Conversations button on its card opens only that number's conversations. Manage holds the auto message, editing, Reconnect and delete options.

What happens after you connect?

• Everyone who messages the number gets a chat in the inbox. The chat is assigned to a representative in the order set by the Meta Pipeline.
• When someone messages your number for the first time, Docvivo also creates a potential record for them automatically. The record's owner is decided by the potential pipeline, so it may be a different person from the chat's owner.
• If you like, you can send an automatic greeting in reply to the first message. Details: Send an automatic greeting to first messages.

Frequently asked questions

Can I keep using my number in the WhatsApp Business app?

Meta's connection window also offers the option to keep using the number with the WhatsApp Business app. If you connected with that option, a WhatsApp history card appears on the channel's Conversations screen. Use Import history to bring your earlier chats into Docvivo. Meta only lets you start this import within the first 24 hours after connecting.

Why can't I send a message to a customer?

WhatsApp doesn't allow free-form messages if the customer hasn't written to you in the last 24 hours. Once the customer writes again, you can continue the conversation.

The connection dropped. What should I do?

On the Integrations → WhatsApp Business page, click Manage → Reconnect on the number's card and repeat the steps in Meta's window. Your channel and chats are not deleted.