Getting started · Lesson 2 of 8

Connect WhatsApp to your customer service

Your first channel is when customer messages really start arriving in Bugalou. We use WhatsApp as the example, because it involves the most choices. Make those choices before you start and you'll save yourself trouble later.

12 minAvailable from Starter

What you'll learn

  • Which number is best to connect
  • How to finish the connection through Meta
  • What Meta charges and why you need a payment method
  • How to decide who gets a number's messages

Step by step

  1. 1

    Choose the number you'll connect

    Go to Channels and click Connect on WhatsApp Business Platform (API). Choose Create and connect a new WhatsApp account, Connect an existing WhatsApp account, or click the link for the WhatsApp Business app. Take a moment over this: customers save this number, so changing it later means they have to save a new one. A physiotherapy practice, for example, would pick the number already on its website.

  2. 2

    Get everything ready

    You need a Facebook account to log in to Meta, and the phone within reach. A new number can be landline or mobile, but must not be in use in any WhatsApp app. If you use the Business app, update it first to version 2.24.17 or later. Allow pop-ups for Bugalou in your browser, because Meta's window opens as a pop-up.

  3. 3

    Finish the connection at Meta

    Click Connect Meta Account. In Meta's window, choose your business, enter the number and confirm with the code you receive by text message or call. With the Business app, you confirm the connection in the app itself and choose whether to share your chat history. If the window doesn't work, click Try alternative method below the button.

  4. 4

    Choose the number and set a PIN

    Back in Bugalou, choose the number and set a 6-digit PIN for two-step verification. This PIN protects your WhatsApp account, so keep it somewhere safe. A number from the Business app skips this step, because it's already registered at Meta.

  5. 5

    Add a payment method at Meta

    Meta charges for templates, such as order updates or appointment reminders, and for replies above 1,000 free messages per number per month. Without a payment method those messages are not delivered, so customers simply get no answer. Add one in Meta Business Suite. You pay these costs directly to Meta, separately from your Bugalou subscription.

  6. 6

    Decide who gets the messages, then test

    Go to Settings › Workspace settings › WhatsApp. For each number, choose a Team, or one colleague under Assign to; new conversations then go to that person's Assigned to me. Next, send a message to the number from another phone and reply from the inbox. The connection is only really done once that works both ways.

Common mistakes

Trying to connect a number from the regular WhatsApp app

That can't be done directly. Move it to the WhatsApp Business app first (your chats come along) and then connect it as a Business app number. The other route is deleting the WhatsApp account and connecting it as a new number, but back up your chats first.

Not opening the Business app for weeks

Open the app at least every two weeks, or Meta ends the connection. Also note what changes: broadcast lists, disappearing messages, view once and live location stop working in the app, and group chats stay in the app only.

Moving without preparation

Is your number with another WhatsApp provider now? Switch off two-step verification first, and make sure your business, the display name and the WhatsApp account are approved at Meta. Otherwise the move gets stuck in Meta's window.

Skipping the payment method

The first messages go through fine, so the problem only shows up later: above the free messages, replies are no longer delivered. Sort this out while you're connecting.

Tips

  • Connecting a second number? Choose your existing WhatsApp account in Meta's window, so both numbers share the same templates.
  • Business verification at Meta isn't needed to start, but without it you can only start a limited number of new conversations per day.
  • No suitable number yet? A prepaid SIM, a second mobile number or your landline works too; Meta verifies a landline with a call.
  • Rather start small? Website chat connects without Meta, see the next lesson.

You're done when

  • The number shows as Connected under Settings › Workspace settings › WhatsApp
  • There's a payment method in Meta Business Suite
  • Each number has a team or colleague, or you deliberately chose none
  • A test message arrives and your reply gets through

Frequently asked questions

Can I keep using the WhatsApp Business app?

Yes. Messages go both ways: what you type in the app shows in Bugalou, and the other way round. Calls keep coming in on the app.

What does WhatsApp cost on top of my subscription?

Meta charges for templates and for replies above 1,000 free messages per number per month. You pay that directly to Meta. Check Meta for current rates.

What if a customer gets an answer after 24 hours?

You can reply freely up to 24 hours after your customer's last message. After that, you restart the conversation with a template approved by Meta. You manage those with the Templates button in the WhatsApp settings.

Can I disconnect a number later?

Yes, with Disconnect on the number. You then choose whether to keep or delete the conversations. Deleting can't be undone.