Turn WhatsApp into a fully AI-powered support and sales channel — unified with all your other communications in Konvo.

WhatsApp is often the most critical channel for businesses, and Konvo is built to make the most of it. Once connected, your AI can handle incoming WhatsApp messages automatically, your team can manage all conversations from a single inbox, and you can build powerful automated flows — like post-purchase confirmations, shipping updates, and personalised campaigns — triggered directly from your other integrations such as Shopify.

Because WhatsApp operates through Meta's Business API, the setup process involves a few more steps than other integrations. This guide covers everything you need to know: pre-requisites, the full step-by-step connection process, how conversation costs work, and a complete troubleshooting reference for the most common errors.

This is the most common cause of problems during WhatsApp setup, so it's essential to understand before you do anything else.

The phone number you connect to Konvo cannot be active on any other WhatsApp account at the same time. This includes:

The number must be completely free — not logged in anywhere, not registered to any WhatsApp account — before you attempt the connection.

The number must also meet the following conditions:

⚠️ If your number is currently active on WhatsApp or WhatsApp Business, you must delete that account before proceeding. See the section below.

If your number is currently active on the WhatsApp Business mobile app, follow these steps to remove it before connecting to Konvo. Only do this if your number is already on WhatsApp — skip this section if your number has never been registered.

Once you receive confirmation, your number is free and you can proceed.

📸 [Image: WhatsApp Business mobile app showing the Settings → Account → Delete My Account flow]

💡 Tip: Deleting your WhatsApp Business account removes your message history from the app. Export your chat history before deleting if you need to keep records.

When you connect WhatsApp to Konvo, the connection is established through 360dialog — a WhatsApp Business Solution Provider (BSP) officially approved by Meta.

360dialog acts as the technical intermediary between Konvo and Meta's WhatsApp Business API. This is how Konvo provides WhatsApp Business API access without requiring you to apply directly through Meta. You will create a 360dialog account as part of the setup — this is expected, required, and completely normal.

Once set up, you won't interact with 360dialog on a day-to-day basis. Everything happens inside Konvo. You will however use the 360dialog dashboard to track your WhatsApp conversation costs — more on that in the Costs section below.

In Konvo, go to Settings (left-hand sidebar) → Integrations. You'll see a grid of all available integrations.

📸 [Image step 1: Settings sidebar with Integrations highlighted, showing the full integrations grid with WhatsApp card visible]

Locate the WhatsApp card in the integrations grid and click Connect. A dropdown will appear asking for your phone number.

📸 [Image step 2: WhatsApp integration card with the Connect button highlighted]

Enter the phone number you want to connect, including the country code. Make sure there are no spaces, dashes, or brackets.

Click Connect to proceed.

📸 [Image step 3: Phone number entry dropdown with country code field and Connect button]

Your browser will redirect you to the 360dialog platform. This is expected — you are completing the WhatsApp connection through their official onboarding flow.

Fill in the form to create your 360dialog account. Once submitted, 360dialog will send a verification code to your email address.

📸 [Image step 4: 360dialog account creation form]

360dialog will send a verification email to the address you used to register. Go to your inbox, open the email, and click the verification link inside it. Once clicked, go back to the 360dialog tab and click Check Verification Email to confirm your email has been verified and continue.

📸 [Image step 5: 360dialog screen showing the Check Verification Email button, and example of the verification email in inbox]

A form will appear asking three important questions. You must answer all three as follows:

⚠️ Reminder: If your number is still connected to any WhatsApp account of any kind, you must go back and delete it first before proceeding. See the section at the top of this guide.

📸 [Image step 6: 360dialog form showing the three number status questions with all three correct answers selected]

A page will appear listing the requirements for having a WhatsApp Business account. Read through them, check all the boxes, and click Continue with Facebook.

📸 [Image step 7: Requirements page with checkboxes and Continue with Facebook button]

You will be prompted to log in with Facebook or confirm the Facebook profile already logged in. This must be the Facebook account that has Administrator access to your business's Facebook Business Manager account.

📸 [Image step 8: Facebook login or profile confirmation screen]

Once your Facebook profile is confirmed, click Get Started to continue.

📸 [Image step 9: Get Started screen inside the 360dialog/Meta flow]

A permissions screen will display what access is being requested. Review and click Continue to grant the necessary permissions for the connection to work.

📸 [Image step 10: Permissions screen with Continue button highlighted]

Choose the Facebook Business Manager account you want to associate with this WhatsApp connection. This should be the account linked to the business you are setting up WhatsApp for.

📸 [Image step 11: Business account selection screen]

Complete the business details form. If your information already appears pre-filled, verify it is correct and continue.

The following fields are important:

📸 [Image step 12: Business information form with the three key fields highlighted]

On the next screen, select the following options:

📸 [Image step 13: WhatsApp Business account creation screen with the two correct options selected]

Complete your WhatsApp Business profile. This is what your customers will see when they contact you.

Key fields to understand:

Click Next when done.

📸 [Image step 14: WhatsApp Business profile form with Display Name field highlighted]

Enter the phone number you want to connect. Choose how you want to receive the verification code:

📸 [Image step 15: Phone number entry with SMS or phone call verification options]

Enter the code you received and click Next. A confirmation page will appear — click Finish to complete the process.

📸 [Image step 16: Verification code entry screen and final Finish button]

A final permissions screen will appear from 360dialog asking for access to:

Confirm these permissions to finalise the connection.

📸 [Image step 17: 360dialog final permissions screen]

360dialog will verify your information. Once confirmed, you'll see a success screen. You can close the 360dialog tab and return to Konvo.

📸 [Image step 18: 360dialog success/confirmation screen]

Go back to Settings → Integrations in Konvo and you will see the WhatsApp card now showing a green Connected status.

To verify everything is working, send a WhatsApp message to the number you just connected and check that it appears in your Konvo inbox within a few minutes.

📸 [Image: Konvo inbox showing an incoming WhatsApp message from the newly connected number]

💡 Tip: If messages do not appear in your inbox after a few minutes, reach out to the Konvo team via LiveChat and they will assist you.

Once your WhatsApp number is connected, it becomes a fully active channel inside Konvo:

With the WhatsApp integration active and your AI configured, you can automate a wide range of customer interactions directly on WhatsApp, including:

Each of these actions can be fully configured to match your business rules. For full setup instructions, refer to the AI Processes guides.

One of the most powerful features of the WhatsApp integration is the ability to create automated flows triggered by events in your other connected platforms.

Post-purchase confirmations
When a customer completes a purchase in your Shopify store, Konvo can automatically send them a personalised confirmation message on WhatsApp — giving customers instant reassurance and a direct line to your support team.

Custom flows via webhooks
You can build fully customised flows triggered by any Shopify webhook — for example, when an order ships, a refund is issued, or a subscription renews. These flows are flexible and can be tailored to your specific customer journey, sending the right message at the right moment.

💡 Tip: Webhook-based flows can be deeply customised based on your business needs. Reach out to your Konvo contact to explore what's possible for your setup.

WhatsApp conversation costs are managed through your 360dialog account. Here is how to track them:

Go to app.360dialog.io/login and sign in with the account you created during the WhatsApp connection setup.

📸 [Image: 360dialog login screen]

Once logged in, go to the menu in the top right corner and select Activity: Conversations and Expenses.

📸 [Image: 360dialog dashboard with Activity menu highlighted]

You will see a full breakdown of your WhatsApp conversation costs. Key things to know:

📸 [Image: 360dialog Activity screen showing conversation costs, weekly breakdown, and filter options]

Approval and activation time
Initial WhatsApp Business API approval can take between 24 and 48 hours after completing the 360dialog setup. This is managed by Meta and is outside Konvo's control.

Message rate limits (Tiers)
When a new WhatsApp number is first connected, Meta applies rate limits on how many conversations you can initiate per day. These limits increase automatically as your account builds a positive engagement history.

Business information accuracy
Make sure your business name, website, and contact details are accurate when setting up your 360dialog account. Inaccurate or inconsistent business information is one of the most common reasons Meta delays or rejects WhatsApp Business API applications.

Business Verification
If you have not yet completed Facebook Business Verification, now is a good time to do so. Verification unlocks higher messaging tiers and is required for some advanced WhatsApp features.

"An error occurred while processing this request. Please try again at a later time."
The company account creation failed for an unclear reason. Use an active, established Facebook account or contact Konvo support.

"You have reached the limit of the number of businesses you can create at this time."
You've hit the Business account creation limit. Use an existing Business account or delete/close unused ones.

"Your Facebook account is too new to create a business account. Please try again in one hour."
New Facebook accounts must wait before creating a Business account. Use an existing, active account or wait a few hours. You can continue using the account normally during the waiting period.

"We limit how often you can post, comment or do other things in a given time to help protect the community from spam."
Your Facebook account has been flagged for suspicious behaviour. You need to use an existing, active account with no previous issues.

"You can no longer use Facebook products for advertising."
Previous suspicious behaviour has restricted this account. Use a different active Facebook account with no prior issues.

"Your paid account is disabled."
Your payment account has been disabled. Contact Facebook for help at facebook.com/help/contact/391647094929792.

"A user can only create one business account at a time."
Only one Business account can be created at a time. Use an existing company account instead.

"The name you have chosen for your company is not valid."
Enter a valid name that matches your actual business name.

"The user does not have permission to create WhatsApp Business accounts."
You don't have admin-level access to the selected Business account. Get admin access or select an account where you do have admin permissions.

"You can only create a limited number of WhatsApp Business accounts before your business and WhatsApp account verification is complete."
You've hit the limit for unverified businesses. Complete Business Verification in the Business Manager to unlock the ability to create additional accounts.

"We are unable to verify the Facebook business account you selected."
The selected Business account doesn't meet Meta's policies for WhatsApp Business API access. Check your Business Manager for details. If verification was rejected, you should have received an email with the reasons. You can resubmit or use a different verified Business account.

"Something has gone wrong. You'll need to contact support and try again."
This is typically an intermittent issue. Wait a few minutes and try again.

"This phone number already exists in your list of phone numbers."
The number is already in your WhatsApp Business account. Re-enter the setup flow and select the existing number rather than creating a new one.

"This number is registered to an existing WhatsApp account. To use this number, disconnect it from the existing account."
The phone number is registered somewhere else — either on WhatsApp Messenger, WhatsApp Business App, or another API provider. Delete or unregister the number from that account first, then wait up to 3 minutes before trying again.

"Your verified name violates WhatsApp guidelines. Please edit your verified name and try again."
The display name doesn't meet Meta's guidelines. Review the WhatsApp display name guidelines and choose a compliant name.

"Something has gone wrong. You will need to contact support and try again."
There was a problem creating the phone number's business profile. Correct the profile name and details according to WhatsApp guidelines and retry.

"Telephone number owner — This phone number has already been verified."
The number has already been verified. Refresh the page to see the updated status.

"Your phone number does not appear to be valid. Please check it again, or try again after 5 minutes."
An incorrect number was entered, or the format is not supported. Make sure the number is operational and verified by a telecom provider. Note that IVR (Interactive Voice Response) numbers are not currently supported.

"You've guessed too many times."
Too many incorrect verification attempts. Wait approximately 12 hours, then return to the flow and select existing accounts and phone numbers to verify again.

"An error occurred while verifying this phone number. Please try again later."
A problem occurred with the verification code. Try again later.

"You have requested your code too many times."
The code request limit has been reached. Wait the specified time period, then return to the flow and request a new code.

Once WhatsApp is connected, go to Settings → Integrations and click Settings on the WhatsApp card to manage the connection. From there you can view your connection details, update configuration, or disconnect the number.

Disconnecting removes the WhatsApp channel from Konvo. Your conversation history will not be deleted, but new messages will stop appearing in your inbox and the AI will stop responding via that number.

💡 Tip: If you need to connect a different phone number, disconnect the current one first and complete the setup process again with the new number.

✅ Done! Your WhatsApp number is now connected to Konvo and ready to receive messages, respond with AI, and power your automated flows.

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Connect WhatsApp Business API to Konvo via 360dialog. Full guide covering setup, costs, AI capabilities, and troubleshooting errors.

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