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Connect WhatsApp Channel

Goal​

Link a WhatsApp Business phone number to your Nexus organization so you can send and receive WhatsApp messages from the omnichannel inbox.

Preconditions​

  • You have a verified Meta Business Account.
  • You have a WhatsApp Business API phone number (or will register one during setup).
  • You are an owner or admin of the Nexus organization.
  • Your phone number is not actively connected to the WhatsApp consumer app or another BSP.

Steps​

  1. Open Settings — Navigate to Settings → Integrations → WhatsApp.
  2. Start connection — Click Connect WhatsApp. This launches the Meta Embedded Signup flow.
  3. Authenticate with Meta — Log in with your Meta Business Account and grant the requested permissions:
    • whatsapp_business_management
    • whatsapp_business_messaging
  4. Select phone number — Choose the phone number you want to connect (or register a new one).
  5. Verify — If prompted, complete the phone number verification via SMS or voice call.
  6. Confirm — Nexus stores the WhatsApp credentials securely and subscribes to the webhook. You'll see the phone number listed as Connected in Settings.
  7. Test — Send a test message to the connected number from a personal phone. It should appear in the Nexus inbox within seconds.

Expected result​

  • The WhatsApp channel appears as Connected in Settings → Integrations.
  • Inbound WhatsApp messages from customers appear in the omnichannel inbox.
  • Agents can reply to WhatsApp messages and send template messages from Nexus.

Common issues​

IssueResolution
Embedded signup popup blockedDisable popup blockers for the Nexus domain.
Phone number already in useDisconnect the number from the existing BSP or WhatsApp app first.
Messages not arrivingVerify the webhook subscription is active in Meta Business Manager → WhatsApp → Configuration.
Template messages rejectedEnsure templates are approved in Meta Business Manager before sending.