With the WhatsApp Cloud API connected, messages to your business number are answered by the same bot, from the same knowledge base, and land in the same inbox when a human is needed.
Setting it up
- Create a Meta app with the WhatsApp product and get a phone number id and a permanent token.
- Paste them into Settings → Integrations → WhatsApp Business API, along with a verify token you invent.
- Point the Meta webhook at the URL shown on that screen and verify it.
WhatsApp only lets you reply within 24 hours of the customer’s last message. A failed send is logged and shown to the agent rather than silently disappearing.