WhatsApp Installation

Overview

CommBox integrates with the WhatsApp Business Platform (API), enabling businesses to manage WhatsApp conversations through agents, automation, and AI.

WhatsApp offers three products:

• WhatsApp Messenger – The standard WhatsApp app for personal communication between individuals.

• WhatsApp Business App – For businesses communicating directly with customers through a mobile app.

• WhatsApp Business Platform (API) – For businesses that integrate WhatsApp with customer engagement platforms such as CommBox for centralized customer communication, automation, AI Agents, and advanced conversation management.

This guide covers two installation methods for connecting WhatsApp to CommBox:

• WhatsApp Business with Coexistence – Connect an existing WhatsApp Business app number while continuing to use the app alongside CommBox. This method requires a new WhatsApp Business Account (WABA).

• New WhatsApp Number – Register a new number directly with the WhatsApp Business Platform.

Select the installation method that matches your current WhatsApp setup and follow the corresponding instructions.

Out of scope: This guide does not cover WhatsApp Business Migration – transferring an existing WhatsApp Business app number to the WhatsApp Business Platform without retaining access to the app. Businesses may choose this method to use capabilities unavailable with Coexistence, such as WhatsApp Groups, subject to Meta’s eligibility requirements.

WhatsApp Business with Coexistence 

WhatsApp Coexistence lets businesses connect their existing WhatsApp Business app number to the WhatsApp Business Platform (API) while keeping the same number in the WhatsApp Business app.

With Coexistence, businesses can continue communicating with customers through the mobile app while using CommBox to manage conversations, automate responses, and provide AI-powered customer service.

Supported messages sync between the two environments, letting businesses keep their existing WhatsApp communication while adding CommBox capabilities.

Prerequisites

Before connecting your WhatsApp Business app to CommBox, make sure you have:

• An active WhatsApp Business app account – The business phone number must already be registered and actively used in the WhatsApp Business app.

• An updated WhatsApp Business app – Install the latest available version on your smartphone.

• Access to the smartphone – You will need the phone running the WhatsApp Business app to authorize the connection and scan a QR code.

• An active Facebook account – Use a genuine personal Facebook account with the appropriate permissions to manage the business assets. Avoid fictitious accounts or accounts created solely for onboarding.

• A Meta Business Portfolio – You must have permission to select or create the business portfolio used for the integration.

• A valid email address – Used for business account information and related communication.

• Accurate business information – Your business details must be genuine and verifiable by Meta.

For more information about business verification, see Meta's Business Verification documentation.

Step I: Getting a WhatsApp Phone Number For Your Business

1. Navigate to Settings > WhatsApp,  and click the + Add Channel button at the top. 

   

2. Click New WhatsApp business number.

   

3. In the new dialog box, continue as the user or change the account.

4. Click Continue to connect your WhatsApp account to CommBox.

   

5. Select the country code, enter the phone number currently registered in your WhatsApp Business app, and click Next. 

   When prompted to choose a connection type, select the option to connect your existing WhatsApp Business app.  

6. Complete any phone number verification requested by Meta.

   If prompted, enter the code received by SMS or phone call and click Next.

7. Review your account details by clicking Next.

8. This integration allows CommBox to review and manage the WhatsApp Account.
   Select the relevant Meta business portfolio and click Next to authorize the integration.

9. Complete the WhatsApp Business app connection on your phone:

   1. Follow the instructions in the Meta onboarding window to display the QR code.

   2. On your phone, open the WhatsApp Business app and look for the connection request from Facebook. Tap Connect.

   3. Tap Connect to the Business Platform.

   4. Choose whether to share your existing chat history. Depending on the app version, select Share all chats or the available sharing option, then confirm. 

   5. Scan the QR code displayed in the Meta onboarding window using the WhatsApp Business app.

   6. Return to your browser and continue the setup

      

10. Confirm the account name and time zone, and click Next.

11. Review what you are sharing with the site managed by CommBox. 

12. Complete any remaining verification requested by Meta. If prompted, enter the confirmation code received on your phone and click Finish.
    Once the process is completed, your WhatsApp Business number will be added to the list of available WhatsApp numbers in CommBox.
     

Note: The exact sequence and wording of Meta's onboarding screens may vary depending on the account and the version of Meta Embedded Signup.

Step II: Creating a WhatsApp Channel

After connecting your WhatsApp Business number, create a channel in CommBox to manage incoming and outgoing WhatsApp conversations. 

1. Navigate to Settings > WhatsApp and click the + Add Channel button at the top of the page.

2. Enter a name for the channel, select the new WA phone number you just added, select ownership, add sub-channels (optional), and click Create Channel. 

   

   Note: It may take approximately one hour for the newly connected number to appear in the list.  Once the channel is created, it opens in CommBox and is ready for configuration. 

   

3. At any time, click the Edit icon (a document with a gear) to change the channel name, add subchannels (each with unique channel settings), or change the channel’s ownership. Subchannels can have their own settings but cannot have different ownership from the main channel.

Next Step

Your WhatsApp Business app number is now connected to CommBox through the WhatsApp Business Platform.

You can continue using the WhatsApp Business app while managing supported WhatsApp conversations through CommBox.

Important: Meta may disconnect the WhatsApp Business Platform connection if the WhatsApp Business app on the primary phone remains inactive for approximately 14 days. This can interrupt Coexistence and affect message delivery through CommBox. To maintain the connection, open the WhatsApp Business app on the primary phone regularly, at least once every 14 days.

To configure your channel, including agent assignments, automation, message templates, security, and other options, see the WhatsApp Channel Settings guide.

Installing a New WhatsApp Number

Use this installation method to register a phone number that is not currently associated with a WhatsApp account and connect it to CommBox through the WhatsApp Business Platform (API).

Prerequisites

Before starting, make sure you have:

• An active Facebook account with the necessary business management permissions.

• An existing Meta Business Portfolio, or permission to create one.

• A phone number that is not currently registered with WhatsApp Messenger or the WhatsApp Business app.

• Access to receive an SMS or voice call for phone number verification.

• Accurate business information, including the business name, email address, and website.

Step I: Registering Your WhatsApp Number

1. In CommBox, navigate to Settings > WhatsApp and click + WhatsApp Channel.

2. Click New WhatsApp business number to open Meta Embedded Signup.

3. Sign in to your Facebook account if prompted, and click Continue to authorize the connection.

4. On the phone number screen, select Enter a new phone number, choose the country code, and enter the number you want to register.

5. Verify the phone number using the SMS or voice call option provided by Meta. Enter the verification code and continue.

6. On the new screen, select your existing Meta Business Portfolio, or create a new one if necessary.

1. Select the WABA you want this number to be associated with.

2. Select Create a WhatsApp Business account to create a new WhatsApp Business Account (WABA) for this number (A separate process)

8. Review the permissions granted to CommBox and confirm the connection.

9. Wait for Meta to complete the registration. When the confirmation screen appears, click Finish to return to CommBox.

Step II: Creating a WhatsApp Channel

Once the phone number is registered, create a WhatsApp channel in CommBox.

1. Navigate to Settings > WhatsApp and click + Add Channel.

2. Enter a name for the new channel and select the WhatsApp phone number you just registered.

3. Select the channel ownership, add sub-channels (optional), and click Create Channel.

Next Step

It may take approximately one hour for a newly registered number to appear in the list.

The new WhatsApp channel is ready for configuration.

To configure its settings, see the WhatsApp Channel Settings guide.