Texa Desk connects to WhatsApp through Meta’s WhatsApp Business Platform, often called the WhatsApp Business API. Many people can answer from the same number, every conversation has an owner, and Texa AI can answer, read voice notes and photos, and look things up for the customer.
Before you start
- A Meta business portfolio (Meta Business Suite) for your business.
- A phone number for WhatsApp. It can’t be in use on the ordinary WhatsApp or WhatsApp Business app at the same time. Meta asks you to move it, or to use a new number.
- A display name that Meta approves. It should match your business’s name.
- Verifying your business with Meta is what lets you message more customers each day. Do it early.
Don’t use tools that automate the ordinary WhatsApp app. They break WhatsApp’s terms, and the usual result is a banned number.
Connect your number
Quick setup with Meta, where you sign in with Facebook and pick your number, is waiting for Meta’s final approval of Texa. Until then, connect it with your Meta details. Texa Desk walks you through it, one screen per step.
- Go to Settings → Inboxes → Add inbox → WhatsApp, and choose WhatsApp Cloud.
- Create or select a Meta app. In Meta Developers, create an app, or open the one you already use for this number. Choose the option to connect with customers through WhatsApp, and select your business portfolio. Then choose My Meta app is ready.
- Add your phone number and get its IDs. In the app’s WhatsApp section, open API Setup. Under the From selector, choose your number or Add phone number. Complete the business profile, verify the number with the code Meta sends, then copy the Phone number ID and the WhatsApp Business Account ID.
- Generate a permanent access token. In Meta Business Settings, go to Users → System users. Create an admin system user, give it your app and your WhatsApp Business Account with full control, and generate a token. Set its expiry to Never, and tick
whatsapp_business_managementandwhatsapp_business_messaging. Copy the token now, because Meta shows it only once. - Paste the two IDs and the token, then choose Verify details.
- Check the business name and number, name the inbox, and choose Create inbox. Texa Desk checks it can reach the number and its templates, and sets up Meta’s webhook for you. Each line turns to Verified.
- Choose Continue to add agents and pick who answers it.
Send a WhatsApp message to the number from your own phone. It appears in Conversations, and Texa AI answers if it’s live on the inbox.
If you’d rather we do it with you on a call, chat with us.
What works on WhatsApp
- Text, voice notes (Texa AI transcribes them for your team and can answer them), photos (it reads receipts and screenshots), documents such as PDFs, and pinned locations. WhatsApp doesn’t send live locations to businesses.
- “typing…” shows on the customer’s phone while your agent or Texa AI writes.
- Calls on the same number, if you add a WhatsApp call inbox. See Calls.
The 24-hour window
WhatsApp lets a business reply freely for 24 hours after the customer’s last message. After that, you can only send an approved template. Texa Desk tells you when the window has closed. You can choose a template that Texa AI sends after the window, in Texa AI → Agent and inboxes. See WhatsApp templates.
Look after your number
Meta gives every number a quality rating. Messages people don’t want, or many customers blocking you, lower it, and Meta then limits how many people you can message. Send campaigns only to people who agreed to hear from you, and let them stop easily. Texa’s campaigns handle opt-outs, quiet hours and daily limits for you. See Campaigns.