WhatsApp (Cloud API)

A WhatsApp inbox lets your team chat with customers on your WhatsApp Business number, send approved templates and run WhatsApp campaigns from EngageOne.

How it works

EngageOne connects to your number through Meta's WhatsApp Cloud API.

A customer sends a message to your business number.
Meta forwards it to EngageOne through a webhook.
EngageOne opens a conversation in the WhatsApp inbox, or adds the message to the customer's open conversation.
An agent replies. EngageOne sends the reply through Meta and updates the ticks as the message is sent, delivered and read.

Before you start

You need administrator access in EngageOne.
You need admin access to the Meta business portfolio that owns, or will own, the number.
The number must be able to receive a verification code by SMS or voice call.

Option 1: Quick setup with Meta

Use this for a new number, or for a number you already use in the WhatsApp Business app.

Go to Settings → Inboxes → Add Inbox → WhatsApp.
Choose WhatsApp Cloud (Quick setup through Meta).
Select Connect with WhatsApp Business. A Meta window opens.
Log in to Meta, pick your business portfolio and choose or add the phone number.
Finish the steps in the Meta window. EngageOne creates the inbox and sets up the webhook and phone number for you.
Pick the agents who should work in this inbox and select Add agents.

Note: Quick setup appears only when your EngageOne installation has a Meta app connected for WhatsApp. If you don't see it, use manual setup.

Option 2: Manual setup with Cloud API credentials

Use this when your number is already on the WhatsApp Business Platform (API), or when you want to use your own Meta app. On the quick setup screen, select the manual setup flow link at the bottom.

Step 1: Create or select a Meta app

Open Meta Developers and sign in with an administrator account.
Create a new app, or select the app you already use for this number.
Choose the option to connect with customers through WhatsApp.
Select the business portfolio that owns the number.

Step 2: Add the number and copy its IDs

In your Meta app, open the WhatsApp use case and choose API Setup.
In Send and receive messages, open the From selector.
Select an existing production number, or choose Add phone number.
Complete the business profile and verify the number with the code Meta sends.
Copy the Phone Number ID and the WhatsApp Business Account ID (WABA ID).

Step 3: Generate a permanent access token

Open Meta Business Settings → Users → System users.
Create an admin system user, or select an existing one.
Assign your Meta app and your WhatsApp Business Account to the system user, with full control.
Generate a token for your app and set its expiration to Never.
Select the whatsapp_business_management and whatsapp_business_messaging permissions, then copy the token.

Important: Meta shows the token only once. Copy it before you close the dialog.

Step 4: Connect in EngageOne

Paste the WhatsApp Business Account ID, Phone Number ID and Permanent access token.
Select Verify details. EngageOne checks the number and token with Meta.
Review the business name and number, and change the Inbox name if you like.
Select Create inbox. EngageOne checks number access and template access, and sets up the webhook callback and subscription.
Select Continue to add agents and pick your agents.

The webhook and verify token

EngageOne registers the webhook with Meta for you. If the automatic step fails, select Retry webhook setup, or set it by hand in your Meta app's WhatsApp webhook settings:

Callback URL:  https://<your-engageone-domain>/webhooks/whatsapp/<phone number with +>
Verify token:  the Webhook Verification Token shown in EngageOne

You'll find the Webhook Verification Token under Settings → Inboxes → (your WhatsApp inbox) → Configuration.

Inbox tabs for WhatsApp

Tab	What it's for
Configuration	Shows the Webhook Verification Token. Use Update API Key to replace the access token and Sync Templates to pull templates from Meta now
Account Health	Shows the number's status, quality rating, messaging limit and webhook status. Use Register Webhook if the webhook is missing or points to the wrong URL
Calls	Turns WhatsApp calling on or off. Appears only when voice calling is enabled for your account

Templates

Templates are messages Meta has approved in advance. You need them to start a conversation or to reply after the 24-hour window closes.

EngageOne syncs templates from Meta automatically. To sync now, select Sync Templates in the Configuration tab, or Sync templates on the Settings → Templates page.
To create a new template, go to Settings → Templates, create the template and select Submit for review. It stays pending until Meta approves it.
Only templates Meta has approved can be sent.

The 24-hour customer service window

Situation	What you can send
The customer messaged you in the last 24 hours	Any free-form message, media or template
More than 24 hours since the customer's last message	Approved templates only
You want to start a new chat	Approved templates only

The window opens again as soon as the customer replies.

Tip: Meta charges for some template messages by category. Check Meta's current pricing for your country.

What's supported

Feature	Supported	Notes
Text, images, video, audio and documents	Yes	Both ways
Location and contact cards	Yes	Incoming only
Replies to a specific message	Yes	The quoted message stays linked
Sent, delivered and read ticks	Yes	Failed messages show Meta's error
Templates and WhatsApp campaigns	Yes	Campaigns need an approved template
CSAT surveys	Yes
Voice calls	Yes	See WhatsApp calling

Troubleshooting

Problem	Likely cause	Fix
Reply fails after a day	The 24-hour window has closed	Send an approved template
Customer messages don't arrive	The webhook is missing or points to an old URL	Open Account Health and select Register Webhook
A new template is missing	It hasn't synced yet, or Meta hasn't approved it	Select Sync Templates and check its status in Meta
"This access token is invalid or expired"	The token was revoked or expired	Generate a new permanent token and update it in Configuration
Inbox shows it's disconnected	Meta no longer accepts the connection	Follow the reconnect banner in the inbox settings