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Connect WhatsApp Business

Connect a Meta WhatsApp Business number to the SunrAI inbox.

Updated2 min readintegrations

Connect one Meta WhatsApp Business number to receive customer messages and reply from the SunrAI inbox.

Before you start

You must be a SunrAI team Owner or Admin. You also need a Meta Business Portfolio, a WhatsApp Business Account, and a Cloud API phone number.

Create a Meta system-user access token for the same Meta app with the WhatsApp Business Management and Messaging permissions. Keep the token and App Secret private.

Collect these values from Meta:

  • Meta App ID
  • WhatsApp Business Account (WABA) ID
  • Phone Number ID
  • System-user access token
  • Meta App Secret
  • Display phone number in international format, such as +15551234567

Connect the number

  1. Open WhatsApp settings

    In SunrAI, open Settings → Integrations → WhatsApp admin.

  2. Get the SunrAI webhook details

    Generate a verify token in the WhatsApp card. Copy the token and the webhook URL.

  3. Configure the webhook in Meta

    In your Meta app's WhatsApp webhook settings, enter the SunrAI URL and verify token. Complete Meta's verification and subscribe to the messages field.

  4. Save the Meta credentials

    Enter the App ID, WABA ID, Phone Number ID, access token, App Secret, and display phone number in SunrAI. Select Save credentials.

  5. Choose whether to enable WhatsApp Intelligence

    This setting is optional. Leave it disabled if your team only wants to receive and reply to messages in the inbox.

Verify the connection

  1. Confirm the card shows Meta confirmed.
  2. Send a WhatsApp message from a customer phone to the connected business number.
  3. Select Test connection in SunrAI and check for the recent inbound message.
  4. Open the shared inbox and confirm that the message appears in the customer's conversation.

Meta allows free-form replies during the 24-hour customer-service window after a customer message. SunrAI does not currently offer approved Meta template sending outside that window. Ask the customer to send a new message before replying.

Troubleshooting

"Meta rejected the access token or Phone Number ID." — Confirm that the token belongs to the same Meta Business Portfolio and has access to the WhatsApp account and number.

"Meta cannot verify the webhook." — Generate a fresh verify token in SunrAI and confirm the callback URL is https://www.sunrai.ai/api/webhooks/whatsapp.

"Meta is confirmed but messages do not appear." — Confirm the Meta app is subscribed to the WABA's messages webhook field, then send a new inbound message and test again.

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