ConfigurationIntegrationsAvailable integrations

WhatsApp Business

What you need before getting started

To connect WhatsApp with Aura you need a WhatsApp Business account. This is the version of WhatsApp designed for businesses, different from the personal WhatsApp app.

If you don’t have a WhatsApp Business account yet, you can create one during the connection process. You’ll need a dedicated phone number for your business.

Connect WhatsApp Business

1

Go to Integrations

Navigate to the Integrations section from your agent’s sidebar.

2

Find WhatsApp

In the available integrations, search for WhatsApp and click Connect.

3

Review the capabilities

A window will display the capabilities the integration will provide to your agent. Review the information and click Connect to continue.

4

Authorize access

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

5

Verify the connection

Once authorization is complete, the integration will appear in your Created Integrations with an active status.

What your agent can do with WhatsApp

Once the integration is connected, your agent can:

  • Receive Messages: receive and process incoming messages that customers send to your WhatsApp Business number.
  • Send Messages: reply to customers directly through WhatsApp.
  • Template management: submit templates for review, delete them from the provider, and send messages using approved templates.

When connecting WhatsApp, some capabilities from other messaging channels may be deactivated if they are incompatible. The system will inform you before completing the connection.

Manage the integration

From the created integration card you can:

  • Configure: adjust integration settings
  • Sync: force a manual sync
  • Delete: disconnect the integration from your agent