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Documentation Index

Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt

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Coming soon. WhatsApp Business is not yet a live channel. The flow below is the planned setup. Click Notify me in Settings → Channels → WhatsApp Business to be pinged the day it ships, or use the web widget and email channels in the meantime.
Keloa connects to WhatsApp via the official WhatsApp Business Platform. This is the business-grade API, not the WhatsApp Business app — it lets you message from a shared team inbox with automation and AI.

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Prerequisites

  • A Meta Business account (business.facebook.com).
  • A phone number not currently registered with any WhatsApp app. If it’s in use in the consumer app, you’ll need to deregister it first.
  • Permission to manage the business on Meta.

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Connect WhatsApp

1

Open the integration

Sidebar → Integrations → WhatsApp Business → Connect.
2

Sign in with Meta

You’ll be redirected to Meta’s Embedded Signup flow. Sign in and pick the business.
3

Create or choose a WhatsApp Business Account (WABA)

If this is your first integration, create a WABA. Otherwise pick the existing one.
4

Verify the phone number

  • Enter the phone number to use.
  • Receive the SMS/call verification code and enter it.
  • Pick a display name (e.g. “Acme Support”). Meta reviews this — usually minutes, sometimes a day.
5

Return to Keloa

Meta redirects back. Your WhatsApp channel is now connected. Incoming messages start flowing into the Keloa inbox.

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The 24-hour customer service window

WhatsApp distinguishes between:
  • Session messages — free-form, sent within 24 hours of the last customer message. No restrictions.
  • Template messages — required for anything outside that window. Must be pre-approved by Meta.
Keloa enforces this automatically — if you try to send a free-form message outside the window, we’ll block it and prompt you to pick a template.

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Message templates

A template is a pre-approved message with optional placeholders. Examples: appointment reminder, order-shipped update, re-engagement.

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Creating a template

  1. Settings → WhatsApp templates → New template.
  2. Pick a category (utility / marketing / authentication).
  3. Write the body with {{1}}, {{2}} placeholders for dynamic parts.
  4. Submit for Meta approval.
Approval takes minutes to a few hours. Approved templates appear in the composer’s Template picker.

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Sending a template

In a conversation outside the 24-hour window, the composer will automatically switch to template mode. Pick one, fill variables, send.

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What the AI does

The AI agent replies within the 24-hour window like on any other channel. Outside the window, it cannot reply (no free-form allowed) — your flow should handle re-engagement via templates if needed.

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Multiple numbers

You can connect several numbers to the same workspace — each is a separate WhatsApp channel with its own phone and its own default agent.

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Disconnecting

Integrations → WhatsApp → Disconnect unlinks the WABA in your Keloa workspace. The number itself stays registered with Meta — deregister it from Meta if you want to move it elsewhere.

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Troubleshooting

IssueFix
Verification SMS never arrivesTry the voice-call option. Some carriers block 6-digit SMS codes.
”Phone number already registered”Number is in use in the WhatsApp consumer app. Deregister it in WhatsApp settings → Account → Delete account → two-factor PIN.
Template rejectedRead the rejection reason. Usually promotional content in a utility template, or missing opt-in.
Messages sent but not receivedCheck the display name has been approved. Customers can still message you before approval, but outbound from business is gated.