Connect your AI Agent to billions of WhatsApp users by integrating WhatsApp with Frontline. This integration allows you to manage WhatsApp conversations through your Frontline dashboard.
🚨 Availability
This feature is available on Premium, Scale, and Enterprise plans. It is not available on Free or Starter plans.
⚠️ What You'll Need Before Starting
A verified Meta Business Account: While you can connect a WhatsApp business profile without this, you won't be able to use its phone number until verification is complete.
A WhatsApp Business Profile: This will manage your WhatsApp messaging.
A valid phone number: You'll need this to receive SMS or calls for verification. Important: This phone number should not be linked to any existing WhatsApp profile.
Your business details: Have your legal business name, business address, and a display name ready. Your display name should closely match your business name for better customer recognition.
Two-factor authentication (2FA) disabled: If you're migrating an existing profile, 2FA must be disabled for the integration to work properly.
🔌 Step-by-Step Setup Process
1. Access the Integration Section
Navigate to the Integrations section in your Frontline dashboard and locate the WhatsApp integration option.
2. Connect Your WhatsApp Account
a. Click on the "Add number" button.
b. Log in with your Facebook account that has admin access to your business pages.
c. Follow the embedded signup process guided by Meta.
3. Complete the Meta Setup Process
During the Meta setup process, you'll need to:
Select or create a relevant Meta Business Account
Create a WhatsApp Business Account if you don't already have one
Set up your WhatsApp Business Profile, including:
Business description
Industry category
Phone number for verification
✅ Verify Your Meta Business Profile
After connecting your WhatsApp business number, you'll need to request verification from Meta Business Manager. This verification process typically takes up to 48 hours but may sometimes take longer.
While Waiting for Verification
During the verification waiting period, you can use WhatsApp with limited functionality:
Start up to 250 business-initiated conversations in a rolling 24-hour period
Connect up to 2 phone numbers
We recommend using this time to set up message templates in your WhatsApp Manager. These templates will allow you to respond to conversations even after WhatsApp's 24-hour customer care window has closed.
🔧 Managing Your WhatsApp Integration
Once your integration is set up, you'll have access to several management features:
Connecting your WhatsApp number to an AI Agent
Once your WhatsApp account is connected to Frontline, you'll see the available numbers listed on the WhatsApp Integration dialog.
Click on the dropdown menu and select the AI Agent you want to connect to a specific number. You can connect one AI Agent per number.
Testing Your WhatsApp Integration
Once the phone number is mapped to an AI Agent, scroll down to the Test your new WhatsApp Integration section in the WhatsApp integration dialog.
Select the right number you can to test from the dropdown menu in the left and Scan the QR code with your phone. This will open a WhatsApp conversation with your Frontline AI Agent.
You can view WhatsApp conversations by heading to the "conversations" section within your AI Agent.
Managing your WhatsApp Profile from Frontline
Head to the WhatsApp integration dialog, and select the phone number you want to edit.
Click on the actions dropdown menu and select "edit profile".
Once the dialog opens you'll be able to edit your WhatsApp profile. You can change your profile picture, email, category, about, websites, address and business description.
Note: As you'll notice in the image above, your "Business Display Name" cannot be updated using the input field. To update your Display Name you will need to access your WhatsApp Business Manager or connect with our team and include what you wish the new Display Name to be. Follow the WhatsApp Display Name Guidelines.
WhatsApp only allows this to be done once every 30 days.
In order to have this "Business Display Name" shown at the top when someone messages your business (rather than the phone number), you'll need to request an "Official Business Account''.
Adding a WhatsApp Button to Your Website
Create a WhatsApp chat button for your website to make it easy for customers to reach you:
Navigate to the "Create a WhatsApp button for your website" section
Customize your button:
Set your phone number
Create a pre-defined message for customers
Choose icon and background colors
Select button position (left or right)
Adjust button margins
Add suggested messages for quick customer responses
Generate and embed the code on your website by copying the provided snippet and adding it to the bottom of your
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Viewing Integration Details
Access additional information about your integration including:
WhatsApp Account Status
Integration Owner (who connected the account)
Integration date
Option to disconnect the integration if needed
