Create a WhatsApp Cloud API app
- Go to developers.facebook.com, create a Business app, and add the WhatsApp product to it
- Open WhatsApp -> API Setup, add or pick a phone number, and copy its Phone Number ID
- Create a permanent access token (through a System User in Business Settings) — the temporary token shown on the API Setup page expires after 24 hours, so use a permanent one for production
- Copy your App Secret from App settings -> Basic
Connect to Chatonio
- Go to Admin -> Projects -> [Your Project] -> Channels
- Create a new WhatsApp channel
- Paste your Phone Number ID, access token, and App Secret, then click Connect
- Chatonio then shows a Callback URL and a Verify token. In your Meta app under WhatsApp -> Configuration, paste both into the webhook settings and subscribe to the "messages" field
That is it! Messages sent to your WhatsApp number will now appear in your Chatonio inbox, and the AI will respond automatically.
The 24-hour window
WhatsApp only lets a business send free-form messages within 24 hours of the customer’s last message. Because your AI and operators always reply to an incoming message, everyday support works normally — the customer messages first, and you reply. If a customer has been silent for more than 24 hours, an outbound message will not be delivered and the operator sees a “24-hour window closed” note; the customer just needs to message again to reopen the conversation.
Good to know
- WhatsApp is a 1:1 messaging channel — like the Telegram and Viber bots, each customer chats with your business number privately. Available on the Advanced plan and above
- You bring your own Meta app and phone number, and Chatonio connects to the official WhatsApp Cloud API — you pay Meta directly for messaging. Meta offers a free test number so you can try it before going live
- You can send and receive text and attachments (images, files, video)
- Your access token and App Secret are stored encrypted