Connect WhatsApp to your agent

Have these ready. Meta asks for them in its window, and the connection stops if one is missing.

• A Facebook login that manages your business. You sign in to Meta with your own Facebook account, and choose your business portfolio (the business account in Meta Business Suite). If you don't have one yet, Meta lets you create it in the same window.
• A number that isn't on WhatsApp yet. It must be able to get a text message or a voice call, for the code. If it is in use on the WhatsApp or WhatsApp Business app, delete that WhatsApp account in the app first (Settings › Account › Delete my account). The chats on that phone go with it, so back them up first. A landline works: choose the voice call.
• A display name that follows Meta's rules. It is the name customers see, and Meta reviews it. Use your business name as it appears on your website, shop sign or packaging. Meta declines a generic word on its own (“Jewellery”), a web address, emoji or symbols, and words in capitals unless they are an acronym.
• A paid plan or the free trial. WhatsApp is included from the Starter plan. On the Free plan, Connect opens an upgrade window instead.
• A payment method in Meta, soon after. Meta bills WhatsApp message fees to your own WhatsApp Business Account, and Pixl adds nothing on top. It doesn't block the connection, but Meta holds back template messages and campaigns until a payment method is there.

1. 1

   Step 1: Open the agent's Where it answers

   Go to Agents, open the agent that should answer on WhatsApp, and choose Configure. In its list of sections, open Where it answers 1. The WhatsApp row says Not connected.

   

2. 2

   Step 2: Click Connect

   Click Connect 2 on the WhatsApp row. Meta's sign-up window opens over the page. If nothing opens, your browser blocked the pop-up: allow pop-ups for this site and click Connect again.

   It's easiest on a computer. On a phone the row is in the same place, but Meta's window has more steps to scroll.

   

3. 3

   Step 3: Or start from Connections

   Connections 1 has the same sign-up, behind Connect WhatsApp 2.

   

   When you get there from an agent, or from Home's Connect WhatsApp, the page says which agent the number will answer as. Click Continue with Meta.

   

   Connected without an agent?

   Connect account on Connections › WhatsApp saves the WhatsApp Business Account to your business without choosing an agent. No agent answers it yet: to choose one, open that agent's Where it answers and connect WhatsApp there. One number answers as one agent at a time.

This part is Meta's, on facebook.com, so its wording can change. Pixl never sees your Facebook password. These are the steps it asks for today.

1. 1

   Step 1: Log in to Facebook

   Log in with the Facebook account that manages your business, and continue.

2. 2

   Step 2: Choose your business portfolio

   Pick your business portfolio, or create one with your business name, website and country. Use the legal or trading name your customers know.

3. 3

   Step 3: Choose or create a WhatsApp Business Account

   If the business already has one, pick it. Otherwise create a new one. Then fill in the WhatsApp Business profile: the display name, a business category, and optionally a short description and your website.

4. 4

   Step 4: Add and verify your number

   Enter the number with its country code, choose a text message or a voice call, and type the 6-digit code Meta sends. Meta then reviews the display name, which can take a day or two. The number can be used while it does.

5. 5

   Step 5: Confirm what Pixl may do

   Meta lists what Pixl will be able to do: manage your WhatsApp Business Account, and send and receive its messages. Confirm, and the window closes on its own.

Back in Pixl, one of three things happens:

• It connects. The WhatsApp row shows your number instead of Not connected.
• You pick a number. If the account has more than one, Pixl asks which number answers as this agent. Click it.
• Add a number, or Verify number. The account is connected, but the number isn't ready. Click Open WhatsApp Manager, add or verify the number there, then come back and click Choose a number.

1. 1

   Step 1: See the number on the agent

   The agent's WhatsApp row now shows your number. From here you can switch on an Instant greeting, set follow-ups, and disconnect under Fine-tune.

   The agent's WhatsApp row once connected: your number, Instant greeting and Follow-ups.

2. 2

   Step 2: Check the number in Connections

   Open Connections › WhatsApp and the account. Each number shows whether it is Registered, its quality rating, its messaging limit and whether Meta has approved the display name. Pending review is normal at first.

   Connections › WhatsApp with the account open: the number's registration, quality rating, messaging limit and display name status.

3. 3

   Step 3: Send a test message

   From a different phone, send “Hi” on WhatsApp to your business number. The agent replies within a few seconds, and the conversation appears in your Inbox. That is your proof it's live: customers who write to the number now get answers.

4. 4

   Step 4: Add a payment method in Meta

   If the account shows Add payment method, someone with a Finance role in your Meta business adds one in WhatsApp Manager. Then click Check again in Pixl. Until then, Meta doesn't deliver template messages, campaigns or follow-ups.

Next: get your first message templates approved, so the agent can follow up after 24 hours and you can send campaigns.