Prerequisites
- An organization admin in SHVYA and a Meta Business account with the required permissions.
- A WhatsApp business number eligible for the chosen onboarding flow.
- A configured CRM pipeline whose sender number matches the intended business number.
- Production webhook and OAuth settings maintained by the SHVYA platform.
Connect the account
- Open WhatsApp Accounts and choose Connect.
- Select the WhatsApp API route, not Hosted or Business App Coexistence.
- Complete Meta Embedded Signup, selecting the correct business and business phone.
- Return to SHVYA and verify that the account and number appear as connected.
- Associate the account with the intended pipeline and check any onboarding/registration status.
- Send one authorized test message from a separate customer test number.
Templates and reply windows
For Meta API messages, free-form replies are subject to the customer-service window. Outside it, initiate with an approved, suitable WhatsApp template. Template approval is handled by Meta and not guaranteed when a draft is saved in SHVYA.
If onboarding fails
Check the exact Meta app and Business identity, approved permissions, return URL, required WhatsApp registration/subscription and account status. If Meta reports a billing or permission error, resolve that in the Meta business account; switching to an unrelated SHVYA sender is not a fix.
If messages do not appear
Check webhook subscriptions, the phone's configured business ID, the lead pipeline's number, and the Chats view's account filter. Record an inbound message ID and time for support.