WhatsApp is available on Starter plans and above. Connecting or disconnecting numbers requires an Admin. Admins and Developers can sync templates, update tokens, and send test messages.
Overview
Choose your connection method
Deflect supports two ways to connect WhatsApp. Pick the one that matches how your business already manages WhatsApp:| Method | Best if you… |
|---|---|
| Meta (Cloud API) | Already use Meta Business Manager and WhatsApp Cloud API |
| Plivo | Use Plivo as your WhatsApp Business provider |
Option A — Connect via Meta
What you need from Meta
Before starting, gather these from your Meta Business Manager WhatsApp setup:| Deflect field | Where to find it in Meta |
|---|---|
| Display name | A friendly label for your team (e.g. “Acme Support”) |
| Phone number (E.164) | Full international number, e.g. +15550123456 |
| Phone Number ID | WhatsApp → API Setup → Phone number ID |
| WABA ID | WhatsApp Business Account ID |
| System user access token | Token with access to your WhatsApp Business Account |
Connect the number
Set up the Meta webhook
After connecting, each number card shows a Webhook URL and Verify token. Copy both into your Meta app’s WhatsApp configuration. Subscribe to themessages webhook field — this is required for Deflect to receive customer messages and delivery updates.
Option B — Connect via Plivo
What you need from Plivo
| Deflect field | Where to find it |
|---|---|
| Phone number (E.164) | Your Plivo WhatsApp-enabled number |
| Display name | Label for your team |
| Plivo Auth ID | Plivo console → Account → Auth ID |
| Plivo Auth Token | Plivo console → Auth Tokens |
Connect the number
Link numbers to an agent
Create or open a WhatsApp agent
Agents → Create agent with channel WhatsApp, or open an existing one.
Configure timing and style
Set dormancy timeout, auto-close rules, reopen threshold, and response style (see below).
Response style
| Style | Customer experience |
|---|---|
| Single message | One WhatsApp bubble per AI reply |
| Multiple messages (1–4 bubbles) | Long replies split into short bubbles, like a natural WhatsApp conversation |
Message templates
Outside WhatsApp’s 24-hour customer service window, you must use pre-approved templates to start or re-open a conversation.Create templates in Meta
Design and submit templates in Meta Business Manager (or your Plivo template workflow).
Send a test message
Before announcing your WhatsApp line:- Settings → Integrations → your number → Test.
- Enter a recipient phone in international format (
+countrycode…). - Send. If the service window is closed, pick an approved template and fill any variables.
Contacts and conversation history
Incoming WhatsApp chats link to Contacts when Deflect recognizes the phone number. The contact profile shows WhatsApp history alongside web chat, email, and tickets. See Contacts.Troubleshooting
| Problem | What to try |
|---|---|
| Cannot connect a number | Confirm your plan includes WhatsApp, you are an Admin, and the number is not already connected elsewhere |
| Messages not arriving | Re-check webhook URL and verify token (Meta) or message URL (Plivo) match what Deflect shows |
| Templates missing | Click Sync Templates after Meta approves them, then refresh |
| Test asks for a template | The 24-hour window is closed — select an approved template |
| Wrong agent answers | Verify the number is linked to the intended WhatsApp agent |
Related guides
- Create chat agent — channel types and WhatsApp agent setup.
- Integrations — Freshdesk, FreshChat, and other connectors.
- Live chat — when WhatsApp conversations hand off to humans.
- Agent file attachments — send files to WhatsApp customers.