How to connect WhatsApp Business

Overview

Connecting WhatsApp to Bugalou lets your whole team receive and answer WhatsApp messages from one inbox, and set up automations such as order updates. Bugalou uses Meta's official WhatsApp Business API (Cloud API). Use the WhatsApp pricing calculator to work out your message costs.

You can connect in two ways:

• A new number that isn't used in WhatsApp yet.
• Your number from the WhatsApp Business app. You keep using it on your phone, next to Bugalou. Your chats from the last 6 months come along. See Keep using the WhatsApp Business app.

What you need

• A Facebook account to log in to Meta. No Meta business portfolio yet? You create one for free while connecting.
• A phone number: a new number that can receive a text message or call (landline or mobile), or your number from the WhatsApp Business app. A number in the regular WhatsApp app has to leave it first.
• A Bugalou account on a paid plan (Starter or higher).

Business verification at Meta isn't needed to start; without it you can start a limited number of new conversations a day. You only need a payment method at Meta to send the first message yourself (templates). Replying to customers who message you is free.

Connect in 6 steps

In Bugalou, go to Channels and choose WhatsApp. The wizard shows where you are at the top.

1. Requirements

Read the requirements, tick that you have a Facebook account and a phone number ready, and click Continue to Meta.

2. Meta account

Click Connect Meta account. A Meta window opens. Log in with Facebook, choose or create your business portfolio, fill in your business details and enter your phone number.

• New number: you confirm it with a code by text message or call.
• Number from the WhatsApp Business app: Meta recognises the number and has you confirm the connection in the app on your phone. You get a message from Meta there; tap connect and choose whether to share your chat history.

3. Number

Choose the number to connect. You can pick several at once. A number already connected to another Bugalou workspace can't be picked here.

4. PIN

Set a 6-digit PIN for two-step verification of your number. For a number from the WhatsApp Business app Bugalou skips this step: that number is already registered.

5. Configuration

Bugalou connects the number to your inbox. This happens by itself; wait until it's done.

6. Complete

Your number is connected. Choose which team gets the messages for each number, open your inbox, or create a WhatsApp template straight away.

Keep using the WhatsApp Business app

When you connect your number from the WhatsApp Business app, you use the same number on your phone and in Bugalou. Meta also calls this coexistence.

• Messages go both ways. What a customer sends shows in the app and in Bugalou. What you send from Bugalou also shows in the app. What you type on your phone appears in Bugalou with the label Phone.
• Your chats come along. If you shared your chat history while connecting, Bugalou fetches the conversations from the last 6 months. They appear as closed conversations in your inbox. Group chats don't come along. The last screen of the wizard shows how far the import is.
• Your contacts come along, with the names from your phone.

Good to know

• You need the WhatsApp Business app, version 2.24.17 or later. The regular WhatsApp app doesn't work for this.
• After connecting, broadcast lists, disappearing messages, view once and live location stop working in the app. Group chats stay in the app, but not in Bugalou.
• Open the app regularly, at least every two weeks. If you don't use the app for a long time, Meta ends the connection with Bugalou and you have to connect again.
• Messages you type in the app stay free. Messages from Bugalou cost the regular WhatsApp Business API rates.
• The 24-hour window only applies to messages from Bugalou. Customers who wrote to you before you connected can only be reached from Bugalou with a template, until they message again.
• WhatsApp calling through Bugalou isn't available on such a number; calls come in on the app as usual.
• If the AI agent is on for WhatsApp, it also answers while you read along on your phone. Switch it off if you'd rather answer from the app yourself.

Troubleshooting

My number is in the regular WhatsApp app

Move the number to the WhatsApp Business app first and then connect it, or delete the account in the app (WhatsApp → Settings → Account → Delete account) and connect it as a new number.

The connection with the WhatsApp Business app was ended

This happens when you haven't opened the app for a long time, ended the connection in the app, or registered WhatsApp again. With a new phone Meta usually restores the connection within a few minutes. Otherwise connect the number again via Channels → WhatsApp.

Meta's window doesn't open

Allow pop-ups for Bugalou in your browser and try again, or click Try alternative method under the button.

Start over

Something went wrong? On the connect page choose Choose another number (your Meta connection stays) or start over completely.

Multiple numbers

You can connect multiple WhatsApp numbers to the same workspace, for example per department, region or brand. The number of numbers is unlimited on all paid plans.

Team routing

Give each number a default team: new WhatsApp conversations on that number go to that team automatically. Set it on the last screen of the wizard or under Settings → Routing. For routing on keywords, time or other conditions, use routing rules. See also Team management.