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Connect WhatsApp

Link a WhatsApp Business number to Natiq through Meta Cloud so customers can message you and agents or people can reply.

Updated 9 Nov 2026 3 min readNeedschannels:write

Connecting WhatsApp links a WhatsApp Business number, via Meta Cloud, to Natiq. Customer messages then arrive in your Inbox, and the agent or team you choose replies. You'll copy three values from your Meta account into Natiq, then paste one URL from Natiq back into Meta.

Before you start ​

You need a WhatsApp Business account on Meta with a number set up on the Cloud API, and:

  • the Phone number ID and WhatsApp Business Account ID from WhatsApp Manager;
  • a permanent system-user access token.

You also need the channels:write permission in Natiq.

Connect the number ​

The WhatsApp form asks for three values from Meta, and gives you the callback URL to paste back.
  1. 1Connection details
  2. 2Callback URL
  3. 3Save channel

  1. Open Connect, go to the Catalog tab and select WhatsApp.

  2. Enter a name for the channel, for example "Support line".

  3. Fill in Connection details:

    FieldWhat to enter
    Phone number IDFrom WhatsApp Manager, under API setup. This is not the phone number itself.
    Access tokenA permanent system-user token.
    WhatsApp Business Account IDThe account the number belongs to.
    Verify tokenAny string you choose. You'll enter the same value in Meta in the next section.
    App secret (optional)Turns on signature checks on incoming webhooks.

  4. Choose who answers and the queue. See Choose who answers a channel.

  5. Select Save channel.

The access token and app secret are secrets. After saving, Natiq shows them as stored and never displays them again. To change one later, open the channel with Edit and type the new value; leave the field blank to keep the stored one.

Fill in the verify token

The form marks Verify token optional, but a WhatsApp channel answered by a bot (with an agent assigned) shows Verify token missing until you set one, because Meta's subscription check needs it. Channels answered by live agents or an external bot don't show it.

Register the callback URL in Meta ​

The channel drawer has a Callback URL section: the address to register in the Meta console. Select the copy icon beside it. You can copy it while creating the channel, or later by opening the channel with the eye icon (View details).

  1. In the Meta console, open your app's WhatsApp webhook settings.

  2. Paste the Callback URL from Natiq.

  3. Enter the Verify token you chose above, exactly as you typed it.

The note under the URL says it keeps working whether an agent answers this number or your team does.

Check that it works ​

Back on the Connected tab, the channel's pill reads Ready when an agent is assigned, a verify token is set and no other channel shares its route. If another channel does, it reads Duplicate route instead. A channel answered by your team reads Live agents, not Ready. If it says No agent, pick one from the Agent picker on the row, or choose Live agents to hand the channel to people.

If saving fails ​

If the form says the credentials are already in use, another active WhatsApp channel (possibly in another organisation) already holds that phone number ID or verify token. Credentials are unique across all of Natiq.

WhatsApp is also what Campaigns send through. To send message templates to your audience, see WhatsApp templates.

Choose who answers a channelAgent, live agents or an external bot.WhatsApp templatesCreate and submit templates for campaigns.