WhatsApp Business
Updated August 24, 2026
The WhatsApp Business integration connects a WhatsApp Business Account (WABA) to Pluspoint through Meta’s own signup flow. Once it is connected, you can add a WhatsApp Business channel that puts incoming WhatsApp conversations into your Inbox. You can also send campaigns and survey invitations on approved WhatsApp templates.
Before you start
- Your team’s Account Settings permission must be Full, or you must be the account owner.
- You need admin rights in the Meta Business account that owns, or will own, the WhatsApp Business Account.
- You need a phone number that can receive an SMS or a call for verification and that is not already registered to another WhatsApp Business Account.
- You must accept the WhatsApp Business Cloud API Terms of Service inside Meta’s flow.
- Have the business details Meta asks for ready — Meta collects them, not Pluspoint.
Where to find it
Settings → Integrations, or go to https://app.pluspoint.io/account-settings/integrations.
Connect a WhatsApp Business Account
- Select Add integration.
- Type
WhatsAppinto Search integrations, then select Connect on the WhatsApp row. - Meta’s WhatsApp Embedded Signup opens. Sign in to Facebook and pick the Meta Business account to work with.
- Either create a new WhatsApp Business Account or select an existing one, and supply the business details Meta asks for.
- Add the phone number you want to use and complete Meta’s verification by SMS or call.
- Accept the WhatsApp Business Cloud API Terms of Service.
- When Meta returns you to Pluspoint, check that the new WhatsApp row shows Connected.
There is no Manage integration step for WhatsApp — a WhatsApp Business Account is not mapped to a location. It is mapped to a channel, which you create next.
Note You can connect several WhatsApp Business Accounts. Pluspoint identifies each connection by its WhatsApp Business Account id.
Add the WhatsApp Business channel
The integration authorises Pluspoint; the channel is what actually sends and receives.
- Go to Settings → Channels, or https://app.pluspoint.io/account-settings/channels.
- Select Add new channel, then choose WhatsApp Business.
- Complete the channel setup, binding it to the verified phone number from the connected WhatsApp Business Account.
Full detail is in WhatsApp Business channel.
What connecting WhatsApp gives you
| Capability | Where you use it |
|---|---|
| Inbound and outbound WhatsApp conversations | Using the Inbox |
| One-time campaigns sent on approved templates | One-time campaigns |
| Automations that message contacts on WhatsApp | Automations |
| Survey invitations sent over WhatsApp | Sending surveys |
WhatsApp requires an approved template for business-initiated messages. Templates you create and get approved in Meta’s WhatsApp Manager are usually selectable in Pluspoint within about an hour. You manage the templates Pluspoint knows about in Template library.
Reconnect a WhatsApp Business Account
A row shows Reconnect when its status is Disconnected — the Meta token stopped working, access was removed at Meta, or permissions were withdrawn. Pluspoint emails the account when this happens.
- Select Reconnect on the WhatsApp row.
- Complete Meta’s signup flow again and select the same WhatsApp Business Account.
When the reconnect succeeds, any WhatsApp channel bound to that WhatsApp Business Account is set back to Ready and starts sending and receiving again.
Disconnect a WhatsApp Business Account
Warning Deleting a WhatsApp integration disables every WhatsApp Business channel bound to that WhatsApp Business Account. The confirmation dialog does not say so. If the connection has merely stopped working, use Reconnect instead.
- Select Delete on the WhatsApp row.
- Confirm on the Delete integration? dialog.
| What happens | Detail |
|---|---|
| Access revoked at Meta | The Meta token for this WhatsApp Business Account is revoked. |
| Channels disabled | Every WhatsApp Business channel bound to that WhatsApp Business Account is set to Disabled. Existing conversations stay in the Inbox; the channel stops sending and receiving. |
| Other WhatsApp Business Accounts untouched | Connections to other WhatsApp Business Accounts, and their channels, keep working. |
| Reviews and locations untouched | WhatsApp carries no reviews and is not linked to locations, so nothing there changes. |
Error messages
Meta’s signup flow can end without giving Pluspoint what it needs. These are the messages you may see.
| Message | What went wrong | Fix |
|---|---|---|
| ”WhatsApp signup did not return a WhatsApp Business Account. Please reconnect and complete the full signup flow.” | The flow was closed or abandoned before Meta created or selected a WhatsApp Business Account | Select Connect again and go through every step to the end |
| ”You must accept the WhatsApp Business Cloud API Terms of Service before connecting.” | The Cloud API terms were not accepted in Meta’s flow | Restart the connect and accept the terms |
| ”WhatsApp phone number registration failed. Please ensure the number is verified and try again.” | The number could not be registered — most often it is not verified, or it is already registered elsewhere | Verify the number in Meta’s flow, or use a number that is not tied to another WhatsApp Business Account, then retry |
| ”The WhatsApp phone number format is not valid.” | The number was entered in a format Meta does not accept | Re-enter the number in full international format and retry |
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The WhatsApp Business channel type offers no phone number to pick | The integration is not connected, or its status is Disconnected | Connect or reconnect WhatsApp on the Integrations page first |
| WhatsApp messages stopped arriving | The integration was deleted or dropped to Disconnected, which disables its channels | Reconnect the same WhatsApp Business Account, then check the channel is enabled |
| An approved template does not appear in Pluspoint | Templates sync hourly | Wait for the next sync, then check Template library |
| The verification SMS or call never arrives | The number cannot receive it, or it is already registered to another WhatsApp Business Account | Use a number that can receive an SMS or a call and is not registered elsewhere |
| A second WhatsApp row appeared after reconnecting | You selected a different WhatsApp Business Account | Delete the row you do not want, and reconnect using the correct account |
| ”Couldn’t connect integration” | Meta rejected the request or the flow was interrupted | Retry the connect from Add integration |