Social Intents connects to WhatsApp through the official WhatsApp Business Platform (Cloud API). Social Intents is a Meta Tech Provider: you connect your own number through Meta's Embedded Signup, the WhatsApp Business Account stays yours, and Meta bills message fees directly to it. Customers message your number and the conversations land in Microsoft Teams, Slack, Google Chat or the Social Intents web inbox. Setup usually takes 5 to 10 minutes.
Before You Start
Social Intents shows a short checklist before Meta's window opens. Have these ready:
- A plan that includes WhatsApp. WhatsApp is included during your free trial and on the Basic (1 number), Pro (5 numbers) and Business (10 numbers) plans. See pricing.
- Admin access to your Meta business portfolio. Log in with a Facebook account that is an admin of the portfolio, or create a new portfolio inside Meta's window.
- A number that can receive an SMS or a voice call for the verification code. For a landline, choose Voice call.
- Using the WhatsApp Business app on that number? You can keep it. Enter the number in Meta's window and choose to keep using the WhatsApp Business app, then scan a QR code. See WhatsApp Coexistence Mode.
- A number that is free to move. A number can't be connected while it's active on personal WhatsApp or with another WhatsApp provider. If another provider set a two-step verification PIN, ask them for it.
- A payment card. You add it in WhatsApp Manager right after connecting. Without it, Meta blocks template messages and broadcasts.
- A chat widget connected to the team platform where you want WhatsApp chats. You can also answer only from the web inbox.
Connecting WhatsApp
Open Integrations
In the left sidebar click Integrations, then click Connect on the WhatsApp card. The Before you continue to Meta checklist appears. Click Continue to Meta to open Meta's Embedded Signup popup. If nothing opens, allow popups for socialintents.com and try again.
Choose Your Business Portfolio and WhatsApp Business Account
Log in with Facebook, select your Meta business portfolio (or create one), then select an existing WhatsApp Business Account or create a new one. A new account needs a display name and a business category. Use your business or brand name as it appears on your website, because Meta reviews it.
Add and Verify Your Number
On Meta's Add your WhatsApp phone number screen, type the number and click Next.
- A new number, or one not on WhatsApp: Meta sends a 6-digit code by SMS or voice call. Enter it to verify the number.
- A number in the WhatsApp Business app: Meta recognizes it and offers to keep using the app. Confirm, then scan the QR code Meta shows from inside the WhatsApp Business app on your phone. No SMS code is needed.
If Meta asks for a code for a number that is in the WhatsApp Business app, stop and see WhatsApp Setup Troubleshooting.
Review Permissions and Finish
Keep every permission checked and finish Meta's steps. Social Intents then registers the number with the Cloud API, subscribes to message events and saves the connection for you. There is no webhook URL or access token to copy.
Check the Result Page
When the popup closes you see a result page. WhatsApp is connected means the number is live and shows the Finish setup checklist below. If registration still needs something from you, for example the two-step verification PIN from a previous provider, the page explains the fix and lets you enter the PIN to finish. See WhatsApp Setup Troubleshooting.
The Finish Setup Checklist
The same checklist appears on the result page and, for admins, at the top of the WhatsApp card in Settings > Channels. After you fix something in Meta, click Check again. When every item passes, the card shows WhatsApp setup complete.
| Item | What it checks | How to fix it |
|---|---|---|
| Number connected | Meta can reach the number through Social Intents. | If it fails, reconnect from Integrations > WhatsApp. |
| Payment method added | Meta can charge your WhatsApp Business Account. | In WhatsApp Manager open Settings > Payment methods and add a card. Meta error 141006 means no valid payment method. |
| Display name approved | Meta approved the name customers see. | Review usually takes 1 to 2 business days. Until it's approved, Meta keeps your limit on business-initiated messages low, but replies to customers still work. If Meta declines it, edit the name in WhatsApp Manager following Meta's display name rules. |
| Messaging status | Whether Meta lets the number send: Available, Limited or Blocked. | Available also shows your daily limit for business-initiated messages. Limited means replies work but templates may not. Blocked means Meta needs action; open WhatsApp Manager to see what. |
Route the Number to a Chat Widget
Choose the Widget
Go to Settings > Channels and expand WhatsApp. Under WhatsApp numbers your number is marked Primary. Choose the chat widget that should handle it from the dropdown, then click Save channel settings.
Review the Other WhatsApp Settings
On the same card you can set:
- Auto-close after (hours): any value from 0 to 720. 0 keeps chats open until someone closes them.
- Let agents start new outbound WhatsApp conversations: lets agents message a customer first from the inbox.
- Show agent name on WhatsApp replies: Off, Above the message or Below the message. It uses each agent's display name from their profile and is not added to AI replies or templates.
- Message templates: the re-engage template and default compose template. See WhatsApp Templates, Media & Sessions.
The widget decides where chats go (its Teams channel, Slack channel or Google Chat space, plus the web inbox) and which AI agent answers first.
Send a Test Message
From a different phone, send a WhatsApp message to your business number. It should appear in your team platform and in the Inbox within seconds. Reply from there and check that the answer arrives in WhatsApp.
How WhatsApp Conversations Work
- A customer sends a WhatsApp message to your business number.
- Meta delivers it to Social Intents.
- Social Intents routes it to the widget's team platform and the web inbox as a conversation.
- If the widget has an AI agent, it answers first and hands off when needed.
- Agents reply from Teams, Slack, Google Chat or the inbox, and the reply goes back to the customer on WhatsApp.
- The transcript is saved to the contact and to your reports.
Agents don't need a WhatsApp account or phone to reply.
AI Chatbot with WhatsApp
When the widget handling WhatsApp has an AI agent turned on, it answers incoming WhatsApp messages with the same training, AI actions and escalation rules as your website chat. Configure it on the widget's AI Agent tab. Step-by-step guides: ChatGPT, Claude and Gemini.
Webhooks and Zapier
WhatsApp conversations trigger the same webhooks and Zapier integrations as website chats. When a WhatsApp conversation closes, the transcript and contact data are sent to your configured webhook URLs.
Frequently Asked Questions
Does WhatsApp cost extra beyond my Social Intents plan?
WhatsApp is included on the Basic, Pro and Business plans. Meta's fees are separate and billed by Meta to the payment method on your WhatsApp Business Account, per delivered message by category and country. Since October 1, 2026 each business number gets 1,000 free service messages (replies inside the 24-hour customer service window) per month, then service replies are charged, and Utility templates sent inside an open window are charged too. Social Intents adds no markup. Estimate costs with the WhatsApp pricing calculator.
Can I use an existing WhatsApp Business number?
Yes. If the number is in the WhatsApp Business app, enter it on Meta's first screen and choose to keep using the app. You scan a QR code instead of entering a code, and you keep the app on your phone. See WhatsApp Coexistence Mode. Numbers already on the WhatsApp Business Platform with another provider must be released first.
My number is on personal WhatsApp or with another provider. What do I do?
Delete the personal WhatsApp account on that number, or ask the other provider to release it and share its two-step verification PIN. See WhatsApp Setup Troubleshooting.
What happens to messages when agents are offline?
If an AI agent is enabled, it answers right away. If not, messages wait in the inbox and your team platform until an agent replies. WhatsApp has no offline form.