Connect WhatsApp
Connect a WhatsApp Business number to your Orqestra account to receive and reply to WhatsApp messages from the shared inbox. The entire process happens inside the dashboard, with no external configuration.
Before You Start
Prepare the following:
A Facebook account with access to Meta Business Manager
This account verifies your business with Meta. Make sure it has the Admin role for the relevant business.
A phone number that is not registered with WhatsApp
The number cannot be active in WhatsApp or the WhatsApp Business App on any phone. Use a new number or one that has already been removed from the app.
To keep using a number that is currently active in the WhatsApp Business App, see Migrate from the WhatsApp Business App below.
Connect the Number
- Open Settings > Channels
- Select Add WhatsApp Channel
- A Facebook window opens on the current page
- Sign in with a Facebook account that can access your business
- Complete the steps in the window:
- Select or create a Meta Business account
- Select or create a WhatsApp Business Account (WABA)
- Add the phone number you want to use
- Verify the number by SMS or phone call
- When setup is complete, the window closes and the new channel appears in the list
The process usually takes less than 5 minutes.
Migrate from the WhatsApp Business App
If the number is still active in the WhatsApp Business App on a phone, you do not need to deactivate it first. A migration option is available.
During connection, enable "I already use the WhatsApp Business App on my phone" before continuing. This moves the number to API mode while preserving existing chat history.
After migration, the WhatsApp Business App on the phone can no longer send or receive messages from that number. All communication will run through Orqestra.
After Connection
As soon as the channel is active, incoming messages appear on the Conversations page and your team can reply.
Next, configure:
Channel name — Choose a name the team will recognize, such as "WA Customer Service" or "WA Marketing."
Business hours — Set the operating schedule and after-hours message from the Business Hours tab in channel settings.
Assignment rules — Decide how new conversations are distributed to agents from the Assignment Rules tab.
Manage Multiple Numbers
An Orqestra account can connect multiple WhatsApp numbers, subject to the active plan. Each number is an independent channel with its own settings.
This is useful when different teams use separate numbers, such as one for sales, one for support, and one for automated notifications.
Frequently Asked Questions
Can one WhatsApp number be used by several team members?
Yes. One of Orqestra's main benefits is shared access to a single number. The number of agents is limited only by your plan.
Will previous WhatsApp Business App conversations be imported?
During migration, previous messages can be imported within a specific time window. After that window closes, only new conversations are stored in Orqestra.
Can I disconnect the number from Orqestra?
Yes. Delete the channel under Settings > Channels. Orqestra disconnects the number but retains conversation history already stored on the platform.