Connect WhatsApp via the Cloud API

Go to developers.facebook.com and click My Apps → Create App. Choose the Business type, give it a name like "DutyPilot Support", and create it.

Once created, open the app dashboard and add the WhatsApp product. Meta provisions a test number with 50 free conversations per month — perfect for validating the setup before you connect your real business number.

In API Setup, click Add phone number. Enter your business phone number and verify it by SMS or voice call.

If your number is already registered with the WhatsApp consumer or Business app, you'll need to migrate it — Meta will guide you through moving it to the Cloud API. The number keeps its business profile.

Temporary tokens from the dashboard expire in 24 hours. For a permanent connection: open Business Settings → Users → System Users, create a system user with the Admin role, then Generate Token selecting your app and the whatsapp_business_messaging + whatsapp_business_management permissions.

Copy the token — you'll paste it into DutyPilot in the next step. Treat it like a password: it never expires unless you revoke it.

In DutyPilot, open Integrations → WhatsApp and paste your access token and phone number ID (both from Meta's API Setup page). Click Connect — DutyPilot validates the credentials against the Graph API and links the number to your workspace.

The channel flips to Connected and messages start flowing into your unified inbox immediately.

Back in Meta App Dashboard → WhatsApp → Configuration, click Edit under Webhook. Paste the webhook URL and Verify token shown on DutyPilot's WhatsApp integration card, then click Verify and Save.

Finally, subscribe to the messages field so Meta delivers every customer message to DutyPilot in real time.

Send a WhatsApp message to your connected number from any phone. You should see it appear in DutyPilot's inbox within a second, followed by an AI reply grounded in your knowledge base — complete with citations.

If nothing arrives, re-check the webhook subscription and confirm the messages field is checked. You can also send a test template message from Meta's API Setup page to verify outbound delivery.