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WhatsApp Business

Connect a WhatsApp Business Account (WABA) to Fonema so your agents can handle WhatsApp messages. During setup, Meta verifies your number with a phone call. Fonema routes that call to your agent, and you read the verification code from the call summary in the dashboard.

This guide follows the Meta Embedded Signup default flow.

Before you start​

  • Add a payment method if your account is in trial mode (required to buy phone numbers).
  • Buy a system phone number in Fonema before connecting WhatsApp. Meta uses that number to deliver the verification call.
  • Assign that number to an agent for incoming calls so the agent can answer when Meta calls during WABA setup.

Part 1 — Prepare in Fonema​

Step 1 — Buy a phone number​

  1. Open Telephones in the dashboard.
  2. Click + New telephone.
  3. Select System phone (inbound and outbound calls).
  4. Search for an available number, select one, and click Add.

Step 2 — Create an agent and assign the number​

  1. Create or open an agent in Agents.
  2. Click Edit agent.
  3. Open the Media tab.
  4. Under Telephone for incoming calls, select the number you purchased in step 1.
  5. Click Update.

This step is required so that when Meta triggers phone verification during embedded signup, the call is routed to that agent.

Part 2 — Start embedded signup in Fonema​

Step 3 — Launch WhatsApp Business connection​

  1. Click your company name (bottom-left) and open Configuration.
  2. Find Connect WhatsApp Business and click the green button.
  3. A Meta popup opens and the embedded signup flow begins.

Part 3 — Meta embedded signup flow​

Meta presents a sequence of screens. Complete each one in order.

Authentication screen​

Meta authenticates your business using your Facebook or Meta Business Suite credentials. Log in with the account that manages your business assets.

Authorization screen​

Meta shows which data and permissions you grant to the Fonema app. Review the requested access and click Continue (or equivalent) to proceed.

Business asset selection screen​

Select the Meta business portfolio and WhatsApp Business account (WABA) you want to connect:

  • Choose an existing business portfolio and WABA if you already have them.
  • Or create new assets if you have not reached your portfolio limit.

If you need new assets, Meta may also show a business asset creation screen where you can create a portfolio or WABA before continuing.

Phone number addition screen​

Enter the business phone number you purchased in Fonema and the display name that WhatsApp users will see.

On this screen you also choose how to receive the verification code. Select Phone call — not SMS.

SMS is not supported

Fonema does not support SMS verification for this step. You must choose Phone call so Meta calls the number you purchased and assigned to your agent. If you provide phone numbers to your customers, you must deliver verification codes to them — Fonema does this via the agent call summary (see next step).

Phone number verification screen​

Meta calls your number to verify ownership. Because Fonema routes inbound calls to your agent, follow these steps in parallel:

  1. Keep the Meta signup window open.
  2. Open the Fonema dashboard in another tab.
  3. Go to Calls.
  4. Filter by the agent you assigned in step 2.
  5. Open the most recent call (Meta’s verification call).
  6. In the call detail, open the Analysis tab and read the call summary. The 6-digit code Meta speaks appears there.
  7. Return to Meta and enter the code on the verification screen.
Timing

Start Meta verification only when you are ready to check Calls immediately. The verification call is short.

Permissions review screen​

Meta shows a summary of the permissions your business grants to Fonema. Review and confirm to continue.

Success screen​

Meta confirms that your business portfolio, WABA, display profile, and phone number were created and linked successfully.

While Meta finalizes the connection, you may briefly see a loading state:

When finished, Meta shows a success confirmation:

Click Finish. Embedded Signup sends a message event with your WABA ID and phone number ID back to Fonema to complete the integration.

Billing location and currency​

Meta may ask you to configure billing location and currency for WhatsApp messaging charges. Complete this step to avoid interruptions later.

Part 4 — Confirm in Fonema​

Return to Configuration in Fonema. Your connected WABA appears with imported numbers, webhook status, and sync options.

You can click Sync numbers to refresh the list from Meta at any time.

After connecting​

Register WhatsApp numbers​

For each imported number that is not yet registered, click Register in Configuration. Registration is required before the number can send and receive messages on the Cloud API.

Assign WhatsApp numbers to agents​

  1. Open Telephones.
  2. Click Assign agents to telephones.
  3. For each WhatsApp number, select the incoming agent that should handle WhatsApp conversations.

Optional: WhatsApp message skill​

From the agent profile, you can add the Send WhatsApp message skill to send approved templates during calls. Templates are managed under Templates in the main navigation.

Troubleshooting​

IssueWhat to check
No verification call in CallsConfirm the purchased number is assigned to the agent under Telephone for incoming calls (Media tab).
Code not in call summaryOpen the latest call for that agent right after Meta starts verification. Check the Analysis tab.
Used SMS by mistakeCancel and restart verification in Meta, choosing Phone call instead.
WhatsApp option missing in ConfigurationWhatsApp embedded signup may not be enabled for your account yet. Contact your Fonema administrator.
Number shows UnassignedAssign the WhatsApp number to an agent in Telephones → Assign agents to telephones.