Connect your WhatsApp Business account and add WhatsApp numbers
Connect your organization's WhatsApp Business Account to Customer Service Management so customers can contact your support team on WhatsApp. Once your account is connected, you add the phone numbers customers can message, then connect each number to a customer experience.
Before you start
You'll need:
A Premium or Enterprise plan with Service Collection
To be an organization admin
An existing Meta Business Portfolio and WhatsApp Business Account
Access to the Facebook account that administers the Meta Business Portfolio
You can't create a Meta Business Portfolio or a WhatsApp Business Account from Customer Service Management. Meta must verify your business information before an account can be used.
You can connect one WhatsApp Business Account to each Jira site.
Connect your WhatsApp Business Account
In Atlassian Administration, select Apps.
Select Sites, then select your site.
From Customer Service Management, select Phone numbers.
Select the WhatsApp tab.
Select Connect WhatsApp.
In the Meta sign-in window, sign in and follow the prompts.
Select an existing phone number you want to use.
Review the selected Meta business portfolio and WhatsApp business account.
Review the permissions, then select Finish.
When the connection is complete, your WhatsApp Business Account details appear on the WhatsApp tab.
Add a WhatsApp number
Select Add WhatsApp number.
Copy a phone number from your connected WhatsApp business account.
Enter the number in international format, then select Add.
A new number can take a few moments to become available while Meta enables it. If the number shows as offline, wait a few seconds, then refresh the page.
You can add more than one phone number. To change the phone number information customers see when they contact you, update it in your WhatsApp business account.
Troubleshoot connection issues
If the Meta sign-in window doesn't open, allow pop-ups in your browser, then try again.
If you can't see Phone numbers for your site in Atlassian Administration, check that your site has a Premium or Enterprise plan with Service Collection.
If you see an error when adding a phone number, check that the number is associated with your WhatsApp business account and has a Pending status in the Meta WhatsApp business account.
If the number remains offline, delete it from your WhatsApp Business account, verify it again in Meta WhatsApp Manager, and then add it to Atlassian Administration.
What's next
Chat must be enabled and configured on the customer experience before WhatsApp messages can be routed. See Get started with live chat.
Connect a WhatsApp number in the customer experience so messages reach your AI agent or support team. See Use Messaging apps with Customer Service Management.
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