WhatsApp setup

Nexaflow can connect an agent to the official Meta WhatsApp Cloud API. After setup, inbound WhatsApp messages are routed to the selected agent and responses are sent through your WhatsApp Business account.

#What you need

Before connecting WhatsApp, prepare:

• A Meta Business account.
• A Meta app with WhatsApp enabled.
• A WhatsApp Business Account ID.
• A Phone Number ID.
• A System User access token with WhatsApp permissions.
• A live Nexaflow agent with tested knowledge and escalation behavior.

#Connect from Nexaflow

1. Open the agent.
2. Go to Channels.
3. Select WhatsApp.
4. Use embedded signup if available, or enter credentials manually.
5. Connect the WhatsApp Business Account.
6. Link the phone number to the agent.
7. Sync or verify webhook status.

#Manual connection fields

Manual setup may ask for:

• System User Access Token
• WhatsApp Business Account ID
• Phone Number ID

The Phone Number ID is not the phone number. It is the Meta identifier for the WhatsApp sender number.

#Webhook sync

The WhatsApp integration needs a webhook subscription so Meta can send inbound messages to Nexaflow.

After connecting:

• Check webhook status.
• Sync the webhook if the UI shows action required.
• Confirm the phone number is linked to the correct agent.

#Before going live

Test:

• A greeting.
• A knowledge question.
• A missing-information fallback.
• A module action if enabled.
• Escalation wording.
• Messages from the actual WhatsApp number.

#Troubleshooting

WhatsApp does not receive replies

Check:

• The agent is live.
• The phone number is linked to the correct agent.
• Webhook subscription is active.
• The access token has the required permissions.
• The WhatsApp account is not connected to another workspace.

Meta says the number is already connected

If the number is associated with another user or workspace, reconnecting may disconnect it from the previous owner. Confirm before taking over a production number.

Token problems

Use a System User token for production. Temporary developer tokens can expire and break message delivery.

#Related guides

• Web widget setup
• Configure agent settings
• Testing, sessions, and traces