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Connect WhatsApp

Prerequisites

To connect WhatsApp, you need a WhatsApp Business account. Personal WhatsApp accounts are not supported. If you do not have a WhatsApp Business account yet, you can create one from the WhatsApp Business app available in your app store.

Steps to connect WhatsApp

1

Go to Integrations

From the side menu in your dashboard, navigate to the Integrations section.

2

Select WhatsApp

Find the WhatsApp card in the list of available integrations and click on it.

3

Authorize the connection

Follow the on-screen instructions to authorize Aura to access your WhatsApp Business account. You will need to sign in with your associated Facebook/Meta account.

4

Verify the status

Once the authorization is complete, go back to the Integrations section and check that the WhatsApp status shows as Active.

After connecting

Once connected, your agent will start receiving and automatically replying to WhatsApp messages. All conversations appear in the Messages section of your dashboard.

You can manage the following integration capabilities:

  • Send Messages: Send replies to your customers.
  • Receive Messages: Receive and process incoming messages.
  • Template Management: Create, send, and manage approved message templates.

Remember that WhatsApp has a 24-hour window rule. Outside that window, you can only send approved templates. See the guide on the 24-hour window for more details.