Why it matters
WhatsApp channels allow your team to handle customer messages through WhatsApp Business using the official WhatsApp API. This ensures reliable delivery, approved message templates when required, and centralised communication from a shared inbox.
Key Concepts
WhatsApp Channel: A channel that connects your WhatsApp Business account to Whippy for receiving and sending WhatsApp messages.
Communication Provider: The platform powering WhatsApp messaging. Options include Twilio or Meta WhatsApp.
Authentication: The verification required by the provider. Depending on the provider, this may include an account SID, auth token, or WhatsApp Business PIN.
Channel Sender (Phone Number): The phone number used for WhatsApp messaging. It must be a WhatsApp enabled number that is not currently registered on the WhatsApp mobile app.
Business Address and Google Place ID: Required details for all channel types. Google Place ID is auto populated when an address is selected from Google Maps suggestions.
Step-by-Step: Create a WhatsApp channel
Open the Channels settings.
Go to Organisation Settings and click Channels.
Start creating a new channel.
Click Add channel in the top right corner to enter the five step setup flow.
Step 1 of 5: Enter basic channel details.
Enter the Channel name.
Select an emoji to represent the channel.
Add a Description.
Enter the Business address and select the Google Maps suggestion so the Google Place ID auto populates.
Both fields must be complete before moving on. Click Next.
Step 2 of 5: Select the channel type.
Choose WhatsApp.
Click Next.
Step 3 of 5: Select the communication provider.
You will choose the platform powering your WhatsApp connection.
Option A: Twilio
Select Twilio.
Choose the Authentication type:
Managed by Whippy: Whippy manages credentials automatically.
Custom: Enter your own Account SID and Auth token.
Click Next.
Option B: Meta WhatsApp
Select Meta WhatsApp.
Provide the required WhatsApp PIN for your business account.
Click Login with Facebook, which opens Meta in a new tab to complete verification.
After authentication, return to Whippy and click Next.
Step 4 of 5: Configure the channel sender (phone number).
Select the sending phone number.
The number must not be registered in the WhatsApp mobile app.
If using Twilio, select from available WhatsApp enabled numbers tied to that provider.
If using Meta, the sender must match the number configured through the Meta Business platform.
Click Next.
Step 5 of 5: Review and create the WhatsApp channel.
Review the following details:
Channel name
Symbol (emoji)
Description
Channel address
Sender phone number
Click Complete to create the channel.
Complete required configuration in Meta.
For Meta connected channels, additional configuration steps must be completed within the Meta Business platform before the channel becomes active. Follow any prompts shown in Meta.
Tips and Best Practices
Use a phone number not registered to the WhatsApp mobile app. If the number is active in the mobile app, WhatsApp API onboarding will fail.
Ensure your business has Meta Business verification completed if using the Meta provider.
Have your WhatsApp PIN ready before starting the setup.
Twilio and Meta may require proof of number ownership depending on your setup.
If your number does not receive the verification code from Meta, ensure the line supports SMS or voice depending on the verification method.
After creation, configure Business hours, Autoresponses, and Users to finalise how the channel behaves.
Template based messaging is required for outbound communication outside the 24 hour customer service window. Create templates directly in Meta or Twilio before use.
Troubleshooting
Issue | Possible Cause | Fix |
Number cannot be registered to WhatsApp API | Number is already active in WhatsApp mobile app | Remove the number from the app or use a clean number that has never been registered. |
Meta verification fails | WhatsApp PIN incorrect or Meta Business not fully configured | Confirm the PIN, complete Meta Business verification, and retry. |
Cannot click Next in Step 1 | Required fields missing | Make sure the Business address is selected from Google results so the Place ID is populated. |
Twilio credentials not accepted | Authentication type set to Custom without valid SID/Auth token | Switch to Managed by Whippy or provide correct Twilio credentials. |
Channel appears but is not active | Meta onboarding incomplete | Open Meta Business Settings and finish WhatsApp setup, including number verification and template agreements. |