Getting started
Q: What is the WhatsApp Business integration in PhoneLine+?
- This integration allows you to send and receive WhatsApp Business messages directly from within your Phoneline+ app, enabling seamless customer communication alongside your voice operations.
Q: What do I need to start using WhatsApp Business in Phoneline+?
You’ll need:
- A verified Facebook Business Manager account
- A WhatsApp Business Account (WABA)
- A phone number not tied to an existing WhatsApp or WhatsApp Business mobile app
- Admin access to your [VoIP app] workspace
Troubleshooting
Q: Why is my number verification failing?
Make sure:
- The number is not in use with the WhatsApp mobile app
- You have chosen the correct method (SMS or voice) to receive the verification code
- Your phone number format is valid, including the country code.
Q: I’m not receiving incoming messages, what should I check?
- Confirm the integration status is Connected
- Ensure the WhatsApp API is active for your number
- Ensure that your message templates and session messages comply with policy guidelines.
Q: I submitted a message template but it’s stuck in “Pending” – what now?
- Most templates are reviewed within 24 hours. If it’s delayed, make sure your template follows Meta’s guidelines, and try resubmitting if needed.
Phone numbers and account management
Q: Can I use my personal WhatsApp number for this integration?
- No. You must use a phone number that is not currently registered with the WhatsApp or WhatsApp Business mobile app. If you want to use an existing number, you’ll need to delete your WhatsApp account first.
Q: Can I connect multiple WhatsApp Business numbers?
- You can indeed connect multiple phone numbers and allocate them to various departments, agents, or workflows.
Q: What happens if I disconnect my WhatsApp number from Phoneline+?
- You will no longer receive WhatsApp messages through the app, and your session with the WhatsApp Business API may be terminated. While customers may still see your number, they will encounter an error if they attempt to message you.
Messaging and conversations
Q: Can I send both templated and session messages?
Yes, you can.
- Session messages can be sent within 24 hours of a user’s last message
- Template messages (pre-approved by WhatsApp) are required to initiate conversations or respond after the 24-hour window.
Q: How do I get message templates approved?
Go to Settings > WhatsApp Templates in the WhatsApp manager found in business.facebook.com, create your template, and submit it for WhatsApp approval. Approval typically takes a few minutes to a few hours.
Note: you need to make sure you set the language of your template to English (UK) otherwise it will fail to send correctly.
Q: Can I receive media files (images, PDFs, etc.) from customers?
- Not yet, incoming media files are not currently supported being sent or received.