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  Article updated: January 29, 2025

Connect a WhatsApp account

When you connect a WhatsApp account to Hootsuite, your team will be able to receive and respond to WhatsApp messages alongside your other social media accounts in Inbox 2.0.

Audience: Inbox 2.0 admins

Before you begin

To add social accounts to Hootsuite organizations, you need Super Admin, Admin, or custom Add social networks organization permissions. Social accounts can only be connected to one organization, but they can be shared with multiple teams. Learn more about managing your organization's social accounts.

In order to connect WhatsApp to Inbox 2.0, you must have a verified business account and administrator access in Meta Business Manager. If you need to create a business account or verify your business account, see the following Meta help articles:

If you are unable to verify your account, see the Troubleshooting section of this article.

If your phone number is connected to a personal WhatsApp account, a different solution provider, or the SMB WhatsApp business app, you'll need to disconnect that phone number from that app and turn off two-step verification (see Disabling two-step verification) before connecting it here. See the Meta help articles: Migrate an Existing WhatsApp Number to a Business Account for instructions. You'll be asked to verify your account and it may take up to 3 minutes for the disconnected account to become available.

Add a WhatsApp account

Once you've established that you have a verified Meta business account, you can connect your WhatsApp account using the following instructions.

  1. Use the following instructions for your plan type:
    • Professional, Business, and Enterprise - Go to Account , and then select Social accounts and teams. To connect a social account to a Hootsuite organization, select Manage, and then select Add a social account. Otherwise, select + Private account.
    • Standard, Team, and Advanced - Go to Account , select Social accounts and teams (BETA), select New, and then select Connect social accounts.
  2. Select WhatsApp Business.
  3. Sign in with your Meta Business Manager administrator credentials.
  4. Follow the steps to select the WhatsApp accounts you want to connect to Hootsuite.

Note: Meta limits free conversations to 1000 WhatsApp messages per month (see About billing for your WhatsApp account). To see more conversations, add a payment method to your WhatsApp account (see Add a credit card to your WhatsApp Business Platform account).

Troubleshooting

Having trouble verifying your account? See the Meta article Troubleshoot why your business can't be verified. If you are still unable to verify your business, you may have to register as a Meta developer and create a Meta app before you can verify your business. To do this, see the Meta for developers WhatsApp Business Platform Get started Cloud API article.

 

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