Connecting WhatsApp

Octocom connects directly to the WhatsApp Business Platform through Meta's signup flow. For a new number, start in Octocom. You do not need to register it in the WhatsApp Business mobile app first.

You verify ownership of the number by SMS or phone call inside the Meta flow opened by Log in with Facebook. Business verification and display-name review are separate from that phone verification. See Requirements before starting, especially if the number is already used in an app or by another provider.

This guide covers a direct connection to Octocom. If your WhatsApp channel is already handled through a help desk such as Zendesk or Kustomer, check the routing notice in Octocom's WhatsApp settings. In that setup, phone numbers and accounts are managed in the help desk. Coordinate a move before connecting the same number directly.

Connect the number

1. Open the Octocom dashboard in a browser and select the business that should receive these WhatsApp conversations. If your workspace contains several brands, check the selected business before continuing.
2. Open Settings → Integrations, select WhatsApp, and click Log in with Facebook. A desktop browser is convenient for setup; keep access to the phone or line receiving the verification code.
3. Log in with the Facebook account that has full admin access to the customer's Meta Business Portfolio. If you do not have that access, ask the business owner or an authorized admin to complete the flow.
4. Select the correct Meta Business Portfolio and create or select its WhatsApp Business Account (WABA). Complete the requested business details and display name. If Meta offers to create a portfolio, use the customer's business details and ownership.
5. Add the business phone number with its country code. For a new number, verify ownership using the SMS or phone-call option offered by Meta. Enter the code in the signup screen.
6. Review the access requested by Octocom, finish the signup, and wait until you return to Octocom. Meta's screen order and wording can vary.
7. Open Settings → Channels → WhatsApp and confirm the expected number appears under Connected phone numbers.

Octocom handles the API registration and webhook connection as part of connecting the account. You do not need to create your own Meta developer app, copy access tokens, or configure webhooks manually.

Newly connected numbers start with automated replies disabled. Finishing Facebook login alone does not turn the AI on. Reconnecting an existing number preserves its existing reply setting, so check the switch after reconnecting too.

Configure replies and test

Before enabling replies, review the AI's workflows, business knowledge, and human escalation behavior. For enquiries or reservation requests, make sure the AI knows which details to collect and when a human must confirm the request.

In Settings → Channels → WhatsApp:

• Enable automated replies for the intended number. If several businesses share a WABA, enable each number only in the business that should handle it.
• Check Reply delay. Octocom waits for this configured delay before sending an automated response.
• Review the optional Disclaimer, which is sent before the bot's first reply in a new WhatsApp conversation.
• Set the Reopen window, which controls whether a new customer message reopens a closed Octocom conversation or starts a fresh one. This controls Octocom's conversation grouping, not Meta's messaging permissions.

Send a new message to the connected number from a different WhatsApp account. Confirm that the message appears in the correct Octocom business and that the AI reply is received on the sending phone. Check a typical customer question and a human handoff, allowing for the reply delay.

Before sending ad traffic, confirm that the ads target the connected number and test the customer journey. Treat the channel as ready once the connection and actual replies work. Meta reviews or restrictions can affect launch timing; completing the form alone is not a launch check.

If any step fails, see Common issues.