How to Connect a CRM Phone Number to a WhatsApp Business Account

Overview

You can use a phone number purchased through your CRM as your official WhatsApp Business number, eliminating the need for a separate phone line. This guide will walk you through the process of purchasing the number, completing the necessary prerequisites, and connecting it to the WhatsApp Business platform.

How to Purchase a CRM Phone Number

Before you can connect to WhatsApp, you must first acquire a phone number from within your CRM. This number will be used to receive the verification code from Meta during the setup process.

Steps to Purchase a Number

1. Navigate to Settings > Phone Numbers.
2. Click Add Number, select an available number, and click Proceed to Buy.
3. Set up Call Forwarding to a personal phone number where you can receive calls. This step is essential if your CRM number only has voice capabilities, as the WhatsApp verification may be delivered via a phone call.

Prerequisites for WhatsApp Setup

Ensure the following steps are completed before beginning the WhatsApp registration.

• Connect Your Agency Stripe Account: If you plan to resell WhatsApp services to your clients, your agency Stripe account must be connected. This enables you to collect subscription payments. If you skip this step, you can still use a Direct Deploy method, but the subscription fee will be charged to your agency's card on file and reselling will not be available.
• Enable Reselling: In your Agency Settings under the Reselling tab, you can activate the option to offer WhatsApp as a paid service to your sub-accounts, allowing you to set custom pricing.
• Meta Accounts: You will need a personal Facebook account and a Meta Business Account. The setup process will guide you through creating a WhatsApp Business Account (WABA) and Business Profile if you do not already have them.

How to Connect Your CRM Number to WhatsApp

Follow these steps to complete the integration of your phone number with WhatsApp Business.

1. Go to Phone Numbers, click Add Number, select your number, and click Proceed to Buy if you haven't already.
2. Confirm that Call Forwarding is set up to a number you can access, especially if your number is voice-only.
3. Navigate to Settings > WhatsApp and click Buy WhatsApp.
4. Click Signup with Facebook to start the Meta onboarding process.
5. Log in to the Facebook account associated with your Meta Business Manager.
6. Click Get Started to create your WhatsApp Business Account.
7. Provide your business details: select a Business Portfolio, enter your Business Name, add a website or profile link, and select your Country.
8. Create a new WhatsApp Business Account (WABA) or select an existing one.
9. Create your WhatsApp Business Profile by entering the Account Name, Display Name, and selecting a Business Category.
10. Enter your CRM phone number and choose a verification method.
    • Select Phone Call if your number only has voice capabilities.
    • Select SMS if your number supports text messages. If you choose SMS, the verification code will appear as an incoming message in the Conversations section of your CRM.
11. Enter the verification code you receive via call or SMS.
12. Review and accept the permissions requested by the CRM to manage your WhatsApp Business Account.
13. Setup is complete. You can now send and receive WhatsApp messages directly from the CRM.

Important Note: If you have a personal WhatsApp account using the same phone number, you must delete it first. Go to WhatsApp > Settings > Account > Delete my account. Be aware that your personal chat history will not be transferred.

Frequently Asked Questions

Can I use my CRM number for WhatsApp if my A2P 10DLC registration is not finished?

Yes, you can register the number on WhatsApp without a completed A2P 10DLC registration. However, completing the A2P registration is strongly recommended for better compliance and message delivery reliability.

How do I set up call forwarding on my CRM number?

After purchasing the number, go to Settings > Phone Numbers, locate your number, and configure the Call Forwarding setting to a personal number you can answer.

I received an error that the number is already registered to a WhatsApp account. What should I do?

This error can occur for two reasons:

• Personal Account: You have an active personal WhatsApp account on this number. You must delete it via WhatsApp > Settings > Account > Delete my account.
• Linked to Another Provider: The number is connected to a different WhatsApp Business provider. You will need to create a new WABA and migrate your number to it.

Why am I getting a "Message Undeliverable" error?

This error can happen if the recipient's phone number is not registered on WhatsApp, or if you are attempting to send an authentication template to a phone number with the +91 (India) country code, as authentication templates cannot be sent to numbers in India.