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IntegrationsWhatsApp

WhatsApp

Connect an agent to WhatsApp so it answers customer messages. WhatsApp is connected per agent in the Channels tab of the agent builder. TeamMate offers three ways to connect, depending on what you have.

Choose how to connect

OptionBest forWhat you need
WhatsApp BusinessProduction use on the official WhatsApp Business Platform.A Meta Business account, a WhatsApp Business phone number, and a Meta developer app.
WhatsApp PersonalQuick setup on any number, no Meta account.A phone running WhatsApp to scan a QR code.
Twilio WhatsAppTeams already using Twilio.A Twilio account with WhatsApp enabled — see Twilio.

WhatsApp Business (Meta)

What you’ll need from Meta

FieldWhere to find itRequired
Access Token (System User Token)Business Settings → System Users → Generate Token (with whatsapp_business_messaging)Yes
WhatsApp Business Account ID (WABA ID)WhatsApp Manager URL: ?waba_id=XXXXXYes
Phone NumberYour WhatsApp Business number, including country codeYes
Phone Number IDWhatsApp Manager → Phone Numbers → your numberYes
Verify TokenGenerate one in the setup dialogYes

How to connect

  1. Prepare Meta
    Have a Meta Business account, a WhatsApp Business number, and a Meta developer app ready.
  2. Enter credentials
    In the agent’s Channels tab, open WhatsApp Business → Configure, and enter the access token, WABA ID, phone number, and Phone Number ID.
  3. Set the webhook in Meta
    Copy TeamMate’s Callback URL and the Verify Token into Meta Developer → WhatsApp → Configuration → Webhook, then click Verify and Save.
  4. Subscribe to webhook fields
    Subscribe to messages, message_status, and message_template_status_update.
  5. Send a test message
    Use the Testing step to send a message to your own number and confirm delivery.

The Callback URL is https://tmmate.ai/api/webhook/whatsapp/<agentId>.

WhatsApp Personal (QR code)

This links a WhatsApp account as a “linked device” (like WhatsApp Web). No Meta Business account is required.

  1. Start the QR scan
    In the agent’s Channels tab, open WhatsApp Personal → Configure and start the scan.
  2. Link the device
    On the phone: WhatsApp → Settings → Linked Devices → Link a Device, and scan the QR code shown.
  3. Choose contacts
    Select which contacts may interact with the agent.
  4. Send a test message
    Verify the connection from the Test step.

The connected phone must stay online with internet access — WhatsApp relays messages through it to the linked device.

What the agent can do

  • Receive and reply to WhatsApp messages.
  • Handle text, images, and media (Twilio WhatsApp supports media up to 16 MB).

Troubleshooting

  • Meta won’t verify the webhook. The Verify Token in Meta must exactly match the one in the TeamMate dialog; generate it before verifying.
  • Test message fails on Business. Confirm the Phone Number ID and access token are correct and the token has whatsapp_business_messaging.
  • Personal connection drops. Keep the linked phone online; re-scan the QR code if it disconnects.
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