WhatsApp setup
Connect WhatsApp Business messaging, including the two Meta requirements that most often break the integration.
WhatsApp routes messages from the WhatsApp Business Cloud API to your agent and sends replies back.
WhatsApp has more setup than other channels, and most of it happens on Meta's side rather than in KlicForge. Read the two critical requirements below before you start — they are the reason most WhatsApp integrations silently stop working.
Prerequisites
- A Meta Business account with a WhatsApp Business app.
- A phone number registered to that app, not in use by the WhatsApp consumer app.
- A plan that includes the WhatsApp channel.
The two things that break WhatsApp
Use a permanent System User token, not a temporary one. Tokens generated in the Meta Graph API Explorer expire after 24 hours. When one expires the channel goes dark with no warning in KlicForge — messages simply stop arriving. Generate the token from a System User under Meta Business Settings → Users → System Users.
Your agent cannot start a conversation. Meta blocks any business-initiated message outside the 24-hour customer service window unless it uses a pre-approved message template. Send the first template message from WhatsApp Manager to open the window; the agent can then reply freely until it closes.
Connecting
Gather your Meta credentials
From your Meta Developer app you need the phone number ID, a permanent access token from a System User, and a verify token of your choosing.
Connect in KlicForge
Open the agent's Channels tab, select Connect Channel → WhatsApp, enter the three values and save. Credentials are encrypted and never shown again.
Register the webhook with Meta
Copy the webhook URL shown on the confirmation screen and register it in your Meta Developer console, using the same verify token.
Test
Message your WhatsApp business number and confirm the agent replies.
Expected result
Messages to your business number are answered by the agent, and conversations appear in the dashboard.
The 24-hour window
Meta allows free-form business replies only within 24 hours of the customer's last message. Outside that window you must use an approved template.
This affects scheduled tasks: a task delivering to WhatsApp requires an approved template, because there is no guarantee the window is open when it runs.
Templates and quality
Message templates are created and approved in WhatsApp Manager, not in KlicForge. Meta also applies quality ratings and messaging limits to your number, which can restrict how many conversations you can start. Those rules change regularly — check Meta's own documentation for current limits rather than relying on any figure reproduced here.
Disconnecting
From the agent's Channels tab, select Disconnect.
Troubleshooting
| Symptom | Likely cause |
|---|---|
| Worked for a day, then stopped | A temporary access token expired — reissue from a System User |
| Meta rejects the webhook | Verify token does not match the one saved in KlicForge |
| Agent cannot message a customer first | Expected — this needs an approved template and an open window |
| Scheduled task to WhatsApp does not send | The task has no approved template selected |
| Replies stop after a day of silence | The 24-hour window closed |