Connecting WhatsApp and email

Email: nothing to set up

Email works from the start. Emails go out with your business's name as the sender, and replies come back to the person who sent them. Check your Company name in Settings → Brand, because that's the name customers see. See Email.

WhatsApp: connect your number

WhatsApp needs a one-time setup with Meta (WhatsApp's owner). You'll need:

• A Meta business account (free at business.facebook.com).
• A phone number that isn't already on the WhatsApp app.
• From Meta's WhatsApp setup: the phone number ID, the WhatsApp Business Account ID, and a permanent access token from a system user.

Then:

1. Go to Settings → WhatsApp.
2. Paste the Phone number ID, WhatsApp Business Account ID and Access token.
3. Click Connect WhatsApp.

Get your first templates approved

WhatsApp only lets you start a conversation (or write after 24 hours of silence) with a template it has approved.

1. Go to Settings → Message templates and click New template.
2. Choose WhatsApp, write the message (for example a renewal reminder) and save it.
3. Open it and click Send to WhatsApp for approval. Most are checked within minutes.

See Message templates and WhatsApp.

Then let Duke answer

Once WhatsApp is connected, you can put Duke on duty to answer customers, starting with drafts that you send yourself. See Duke on duty.