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Overview

WhatsApp Business API allows your agent to communicate with customers via WhatsApp - the world’s most popular messaging app with 2+ billion users.

Business Messaging

Professional customer communication

Rich Media

Images, videos, documents, location

High Engagement

98% open rates

Global Reach

Available in 180+ countries

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Prerequisites

Before connecting WhatsApp, you need:
1

Meta Business Account

Create account at https://business.facebook.com
Meta Business signup
Screenshot: Meta Business account creation page
2

WhatsApp Business Account (WABA)

Set up in Meta Business Suite
WABA setup
Screenshot: WhatsApp Business Account setup in Meta
3

Phone Number

Add and verify business phone number
Phone verification
Screenshot: Phone number verification screen
4

Get Credentials

Collect required information:
  • Phone Number ID
  • WABA ID
  • Access Token
WhatsApp credentials
Screenshot: Where to find credentials in Meta Business Suite

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Connection Method 1: CLI

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Step-by-Step CLI Setup

1

Run Command

lua channels
2

Select Link New Channel

✅ Using agent: myAgent

? What would you like to do?
❯ 🔗 Link new channel
3

Select WhatsApp

? Select channel type:
❯ 📱 WhatsApp
  💬 Facebook Messenger
  📧 Email
  🔒 Slack (Private)
4

Enter Phone Number ID

? Enter phone number ID: 647834045087314
Find this in Meta Business Suite → WhatsApp → Phone Numbers
5

Enter WABA ID

? Enter WhatsApp Business Account ID (WABA ID): 1390592278829291
Find this in Meta Business Suite → WhatsApp → Settings
6

Enter Access Token

? Enter access token: ****
Generate in Meta Business Suite → System Users → Generate Token
7

Success

📡 Creating WhatsApp channel...

✅ WhatsApp channel created successfully!

📱 Phone Number: +15557986280
📊 Status: CONNECTED
🌍 Country: USA
🎯 Webhook URL: https://wa.heylua.ai/whatsapp/webhook/abc123

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Configure Webhook in Meta

1

Copy Webhook URL

Copy the webhook URL from CLI output
2

Open Meta Business Suite

Navigate to WhatsApp → Configuration
Meta webhook config
Screenshot: WhatsApp Configuration page in Meta
3

Add Webhook

Paste webhook URL and configure
Add webhook
Screenshot: Webhook URL input field
4

Subscribe to Events

Enable messages and message_status events
Webhook events
Screenshot: Event subscription checkboxes
5

Verify

Click verify button to confirm webhook
Webhook verified
Screenshot: Success message showing webhook verified

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Connection Method 2: Admin Dashboard

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Step-by-Step Dashboard Setup

1

Open Admin

lua admin
Or visit: https://admin.heylua.ai
2

Navigate to Channels

Click “Channels” in sidebar
Channels menu
Screenshot: Admin sidebar with Channels highlighted
3

Click Connect New Channel

Button in top right
Connect button
Screenshot: “Connect New Channel” button
4

Select WhatsApp

Channel types
Screenshot: Grid of channel type options
5

Enter Credentials

Fill in WhatsApp credentials form
WhatsApp form
Screenshot: Form with Phone ID, WABA ID, Token fields
6

Click Connect

Submit form
Connecting
Screenshot: Loading state while connecting
7

Connection Success

WhatsApp connected
Screenshot: Success message with phone number, status, webhook URL
8

Configure Webhook

Follow instructions to set webhook in Meta
Webhook guide
Screenshot: Step-by-step webhook configuration guide

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Testing Your WhatsApp Channel

1

Send Test Message

From your phone, send WhatsApp message to your business number
You: Hi!
2

Agent Responds

Your agent should respond automatically
Agent: Hello! How can I help you today?
3

Monitor in Admin

View conversation in admin dashboard
WhatsApp conversation
Screenshot: Real-time conversation view

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Status & Quality

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Connection Status

  • 🟢 CONNECTED - Working normally
  • 🔴 DISCONNECTED - Needs reconnection
  • 🟡 PENDING - Setup in progress

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Quality Rating

Meta assigns quality ratings based on user feedback:
  • 🟢 GREEN - High quality (good!)
  • 🟡 YELLOW - Medium quality (watch carefully)
  • 🔴 RED - Low quality (take action)
Low quality ratings can result in rate limiting or account restrictions. Monitor quality in admin dashboard.

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Best Practices

  • Respond within 24 hours
  • Quick responses improve quality rating
  • Agent handles this automatically
  • Use templates for notifications
  • Required for messages after 24 hours
  • Set up in Meta Business Suite
  • Users must message you first
  • Cannot send unsolicited messages
  • Respect user privacy
lua admin
# Check quality rating regularly
# Address any user complaints promptly

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Troubleshooting

Causes:
  • Token expired
  • WABA disabled
  • Phone number removed
Solution:
  1. Regenerate access token
  2. Update in admin dashboard
  3. Verify WABA is active
Check:
  • Quality rating (RED = issues)
  • Webhook configured correctly
  • Phone number status in Meta
  • Message templates approved
Actions:
  1. Review recent conversations
  2. Check user feedback in Meta
  3. Improve agent responses
  4. Address user complaints
  5. May need to adjust persona

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Next Steps

Facebook Messenger

Connect another channel

Test Your Agent

Test agent behavior

Monitor Channels

View channel analytics

CLI Command Reference

Complete CLI guide