> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Business

> Connect WhatsApp Business API to unify WhatsApp messages into your Keloa inbox.

<Tip>
  Track availability on the [Keloa roadmap](https://keloa.ai/roadmap).
</Tip>

<Note>
  **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](/channels/web-widget) and [email](/channels/email) channels in the meantime.
</Note>

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.

## 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.

## Connect WhatsApp

<Steps>
  <Step title="Open the integration">
    Sidebar → **Integrations** → **WhatsApp Business** → **Connect**.
  </Step>

  <Step title="Sign in with Meta">
    You'll be redirected to Meta's Embedded Signup flow. Sign in and pick the business.
  </Step>

  <Step title="Create or choose a WhatsApp Business Account (WABA)">
    If this is your first integration, create a WABA. Otherwise pick the existing one.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Return to Keloa">
    Meta redirects back. Your WhatsApp channel is now **connected**. Incoming messages start flowing into the Keloa inbox.
  </Step>
</Steps>

## 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.

## Message templates

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

### 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.

### Sending a template

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

## 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.

## 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.

## 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.

## Troubleshooting

| Issue                             | Fix                                                                                                                             |
| --------------------------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| Verification SMS never arrives    | Try 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 rejected                 | Read the rejection reason. Usually promotional content in a utility template, or missing opt-in.                                |
| Messages sent but not received    | Check the display name has been approved. Customers can still message you before approval, but outbound from business is gated. |