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Connect your WhatsApp number

The agent answers on the number your customers already know. You do not need a new number, and you do not have to give up the WhatsApp Business app on your phone.

Prefer a hand? Our ops team can set up and train Mitra with you, and supports you after you go live.

WhatsApp is the first thing to connect. Until your number is live, the other connections on the Connections page stay locked, because the agent has nowhere to answer from.

Which number to connect

Setup asks one question first — which number your customers will message — and shows what you need for that choice before Facebook opens.

  • The number on your WhatsApp Business app (recommended). You keep using the app on your phone, and your contacts and up to six months of one-to-one chats come across. You need WhatsApp Business version 2.24.17 or newer. A message from “Facebook Business” arrives in the app; you tap Connect and scan a QR code.
  • A new number. One that is not on WhatsApp yet. Meta checks it with an SMS or a call. We set a six-digit two-step PIN and show it to you once — save it, because Meta asks for it if you ever move the number.
  • A number on another WhatsApp provider. Ask your current provider to turn off two-step verification first, and keep the same display name. Meta confirms the move with an SMS or call code. Your number, display name and quality rating come with you.
  • Your personal WhatsApp. WhatsApp does not allow personal accounts on business tools. Move the number to the free WhatsApp Business app first (your chats transfer with it), or use a separate number for the shop.
  1. The phone number you use for your shop.
  2. A Facebook account to sign in with. This can be your personal one.
  3. The phone itself, for a one-time verification code.

It takes about five minutes.

Steps

  1. In Resandhi, open Connections and click Connect WhatsApp.
  2. A window from Meta opens. Sign in with your Facebook account.
  3. Choose or create your business, then enter your shop's number.
  4. Type in the code Meta sends to that phone.
  5. Close the window when Meta says you are done. Your number shows as connected on the Connections page.

This uses Meta's own sign-up flow (called Embedded Signup). You never have to copy a token or a password by hand.

You keep using WhatsApp yourself

Your number stays in the WhatsApp Business app on your phone. You see every conversation, and you can reply yourself at any time. When you do, the agent steps back and lets you handle it.

What the agent sends, and what it never sends

The agent replies to customers who message you, sends order updates and payment links, and hands anything it is unsure about to you.

It never messages anyone who has not messaged you first, and it never sends marketing. WhatsApp does not allow it, and we have not built it.

The 24-hour rule

This rule is WhatsApp's, not ours.

After a customer messages you, the agent can reply freely for 24 hours. After that, it can only send a small set of messages WhatsApp has approved in advance:

  • order confirmation
  • payment link
  • payment received
  • order status update
  • return update
  • handoff notice
  • a re-engagement message

So if a customer asks something at midnight and you reply two days later, the reply has to be one of those approved messages. The agent handles this on its own. You may sometimes see it say "I'll ask the shop to get back to you" instead of answering; that is usually why.

If you connect SMS or email as well, updates that cannot go on WhatsApp are sent there instead. See SMS and email.

If something goes wrong

"Your number's quality rating has dropped." WhatsApp scores every business number on how customers react to its messages. If people block or report you, the score falls. If it falls far enough, WhatsApp limits how many people you can message. We pause sending automatically if that happens, and tell you.

"We could not reach WhatsApp." This is usually a Meta outage. We retry on our own. If it lasts, you will see it on the Connections page.

Add a button to your website

Once WhatsApp is connected, the Connections page can make a click-to-WhatsApp button for your online store. You copy a short block and paste it into your theme. It opens a chat with your shop number, and it does not load anything from our servers.