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Let customers reach your Deflect agents on WhatsApp — the same knowledge, handoff, and ticketing you use on web chat, on the channel they already use every day.
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.

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Overview

1

Connect a number

Link your WhatsApp Business phone number in Settings → Integrations.
2

Create a WhatsApp agent

Create an agent with channel WhatsApp and link it to your number.
3

Test

Send a test message to confirm everything works.
4

Go live

Share your WhatsApp number with customers.
Settings Integrations tab showing connected WhatsApp Business numbers

Integrations page — connected WhatsApp numbers with status badges.

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Choose your connection method

Deflect supports two ways to connect WhatsApp. Pick the one that matches how your business already manages WhatsApp: Both methods deliver the same customer experience in Deflect. The setup steps differ only in where you paste credentials.

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Option A — Connect via Meta

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What you need from Meta

Before starting, gather these from your Meta Business Manager WhatsApp setup: You also need permission to edit webhook settings in your Meta app.

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Connect the number

1

Open Integrations

Go to Settings → Integrations → WhatsApp Business.
2

Connect Number

Click Connect Number and enter your Meta credentials.
3

Save

Deflect registers the number and shows connection status, template count, and webhook details.

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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 the messages webhook field — this is required for Deflect to receive customer messages and delivery updates.
After you connect a number, the number card in Settings → Integrations shows Webhook URL and Verify token copy buttons. Paste those into your Meta app’s WhatsApp webhook configuration.
Each WhatsApp phone number can only be connected to one Deflect organization. If the number is already registered elsewhere, connection will fail.

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Option B — Connect via Plivo

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What you need from Plivo

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Connect the number

1

Open Integrations

Go to Settings → Integrations and select the Plivo tab (or Connect via Plivo).
2

Enter credentials

Fill in phone number, display name, Auth ID, and Auth Token.
3

Configure Plivo webhook

After saving, copy the message URL shown on the number card into your Plivo WhatsApp application settings.
Plivo WhatsApp connection form and webhook URL on number card

Plivo connect form and message URL on the connected number card.

1

Create or open a WhatsApp agent

Agents → Create agent with channel WhatsApp, or open an existing one.
2

Open WhatsApp settings

In the agent editor, find WhatsApp Settings.
3

Select linked numbers

Choose one or more connected phone numbers for this agent.
4

Configure timing and style

Set dormancy timeout, auto-close rules, reopen threshold, and response style (see below).
5

Save

Save the agent. Inbound messages on linked numbers route to this agent.
Each WhatsApp number can be linked to only one WhatsApp agent at a time. Assigning a number to a new agent moves it away from the previous one.

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Response style

Use multiple messages when answers include lists, pricing tiers, or step-by-step instructions — it reads more naturally on mobile.
Agent editor WhatsApp settings with linked numbers and response style

WhatsApp agent settings — linked numbers and response style toggle.

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Message templates

Outside WhatsApp’s 24-hour customer service window, you must use pre-approved templates to start or re-open a conversation.
1

Create templates in Meta

Design and submit templates in Meta Business Manager (or your Plivo template workflow).
2

Sync in Deflect

Settings → Integrations → find your number → Sync Templates.
3

Use in campaigns or tests

Synced templates appear when sending test messages or WhatsApp campaigns outside the service window.
Template messages may incur WhatsApp charges depending on category and recipient country.

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Send a test message

Before announcing your WhatsApp line:
  1. Settings → Integrations → your number → Test.
  2. Enter a recipient phone in international format (+countrycode…).
  3. Send. If the service window is closed, pick an approved template and fill any variables.

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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.

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Troubleshooting