Connect your Facebook page and Instagram business account to Gorgias so your team can manage social conversations, comments, mentions, and direct messages from the helpdesk.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text">&#x2022; The account owner and <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">admins</a></span> can connect the Facebook and Instagram app <span class="wcuf-muted">(You need <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347" rel="noopener noreferrer" target="_blank">full access</a> to the relevant Meta Business portfolio)</span><br>&#x2022; Everyone <span class="wcuf-muted">(except <a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">Observers</a>)</span> can view and respond to tickets</div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All <span class="wcuf-highlight"><a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plans</a></span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with any <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893" target="_blank" rel="noopener noreferrer">connected store</a></span></div></div></div></div><p>Connect your Facebook page and Instagram business account to Gorgias so your team, <a href="https://docs.gorgias.com/en-US/enable-ai-agent-on-instagram-and-facebook-messenger-7355524">including AI Agent</a>, can manage social conversations, comments, mentions, and direct messages from the helpdesk.</p><h2 id="before-you-start">Before you start</h2><ul>
<li>Set up a <a href="https://www.facebook.com/business/help/473994396650734">Facebook business page for your brand</a></li><li>Set up a <a href="https://help.instagram.com/502981923235522">professional Instagram account</a></li><li><a href="https://www.facebook.com/business/help/620548115562686">Add an Instagram account to your Meta business portfolio</a></li><li><a href="https://www.facebook.com/business/help/898752960195806?id=419087378825961">Connect your professional Instagram account and a Facebook page</a></li>
</ul><h2 id="connect-facebook-and-instagram-to-gorgias">Connect Facebook and Instagram to Gorgias</h2><p>If your brand has a <a href="https://www.facebook.com/business/help/473994396650734">Facebook business page</a> and a <a href="https://help.instagram.com/138925576505882/">professional Instagram account</a>, you can integrate them with Gorgias by adding the <strong>Facebook, Messenger &amp; Instagram app</strong> from the Gorgias app store. Once you install the app to your helpdesk, agents can reply to posts, comments, mentions, ad replies, Messenger messages, and Instagram DMs from the helpdesk.</p><h3 id="install-the-facebook-messenger--instagram-app-to-gorgias">Install the Facebook, Messenger &amp; Instagram app to Gorgias</h3><p>To connect Gorgias with Facebook and Instagram, you&apos;ll need to log in to the Facebook profile that has access to the business portfolio that manages your Facebook pages and Instagram accounts. If your profile manages multiple Facebook pages, you can select the ones you&apos;d like to connect to Gorgias.</p><p>Once connected, you can optionally import 30 days of Facebook posts and comments history as closed tickets. You can import once, and the included data will be from the 30 days prior to connecting the app to Gorgias. Instagram history is not imported.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>Facebook, Messenger &amp; Instagram</strong>.</li><li>Click <strong>Login with Facebook</strong> in the top-right corner.</li><li>Sign in to the Facebook account that has access to your Facebook business page.</li><li>Accept all the requested permissions. You&apos;ll be automatically redirected to Gorgias.</li><li>On the <strong>Facebook Pages setup</strong> screen in Gorgias, click the toggle next to each page you want to manage in Gorgias.</li><li>Under <strong>Choose the Facebook channels you want to use to communicate with your customers</strong>, select which Facebook and Instagram activity should appear in Gorgias as a ticket.</li><li>Under <strong>Import your Facebook data</strong>, select <strong>Import 30 days of history (posts and comments) as closed tickets</strong> if you want your recent history in Gorgias.</li><li>Click <strong>Save changes</strong>.</li>
</ol><h3 id="connect-your-instagram-professional-account">Connect your Instagram professional account</h3><p>Instagram DMs, comments, mentions, and ads are managed through the same app as your Facebook activity. Your Instagram professional account must be in the same <a href="https://www.facebook.com/business/help/620548115562686">business portfolio</a> as your Facebook page, and linked to the Facebook page that&apos;s connected to Gorgias.</p><p>If you linked your Instagram account to your Facebook page before installing the app, Gorgias adds it automatically when you select that page.</p><p>If your Instagram isn&apos;t already connected to your Facebook page, refer to Meta&apos;s documentation on connecting Instagram and Facebook:</p><ul>
<li><a href="https://help.instagram.com/502981923235522">Set up a professional Instagram account</a></li><li><a href="https://www.facebook.com/business/help/620548115562686">Add an Instagram account to your Meta business portfolio</a></li><li><a href="https://www.facebook.com/business/help/898752960195806?id=419087378825961">Connect your professional Instagram account and a Facebook page</a></li>
</ul><p>Once your Instagram account is connected to your Facebook page, follow the steps below to reconnect the <strong>Facebook, Messenger &amp; Instagram</strong> app and bring your Instagram activity into Gorgias:</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>Facebook, Messenger &amp; Instagram</strong>.</li><li>Select your Facebook page from the list.</li><li>Click <strong>Reconnect</strong> in the top-right corner.</li>
</ol><h2 id="manage-which-types-of-activity-create-tickets">Manage which types of activity create tickets</h2><p>You can decide which types of messages and activity are brought into Gorgias as tickets.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>Facebook, Messenger &amp; Instagram</strong>.</li><li>Select your Facebook page.</li><li>Under <strong>Facebook</strong>, check the box next to the options you want to receive tickets for.</li><li>Under <strong>Instagram</strong>, check the box next to the options you want to receive tickets for.</li><li>Click <strong>Save changes</strong>.</li>
</ol><h2 id="assign-facebook-pages-to-a-store">Assign Facebook pages to a store</h2><p>If you manage <a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893">multiple stores</a> in one helpdesk, assign each Facebook page to the store it belongs to so tickets appear with the appropriate store context.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Workspace</strong>, then select <strong>Store</strong>.</li><li>Select a store from the list.</li><li>Select the <strong>Channels</strong> tab, then click <strong>Facebook, Messenger &amp; Instagram</strong>.</li><li>Click <strong>Assign Facebook, Messenger &amp; Instagram</strong> and check the boxes next to the Facebook pages associated with the store.</li><li>Click <strong>Save changes</strong>.</li>
</ol><h2 id="set-up-an-auto-responder">Set up an auto-responder</h2><p>You can enable an auto-responder on Facebook Messenger that responds to a customer&apos;s first message with an estimated response time from your team. During your <a href="https://docs.gorgias.com/en-US/business-hours-81858">business hours</a>, Gorgias sends your chosen auto-response after 30 seconds without a reply from an agent. Outside your business hours, Gorgias tells customers when they can expect a response based on your operating schedule.</p><p>If <a href="https://docs.gorgias.com/en-US/enable-ai-agent-on-instagram-and-facebook-messenger-7355524">AI Agent is enabled on Messenger</a>, it will respond instead of your auto-responder.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>Facebook, Messenger &amp; Instagram</strong>.</li><li>Select your Facebook page from the list.</li><li>Select the <strong>Preferences</strong> tab.</li><li>Click the toggle next to <strong>Enable auto-responder</strong>.</li><li>Select the auto-response you&apos;d like customers to receive during business hours.</li><li>Click <strong>Save changes</strong>.</li>
</ol><div class="note-callout"><strong>Tip:</strong> To change the language for the auto-response, click the <strong>Language</strong> dropdown menu in the <strong>Overview</strong> tab, then select a language.</div><h2 id="add-the-messenger-customer-chat-plugin-to-your-stores-website">Add the Messenger Customer Chat plugin to your store&apos;s website</h2><p>If you&apos;d like to use Facebook Messenger as the chat support option on your store&apos;s website, add the <strong>Messenger Customer Chat</strong> plugin to the <strong><body> tag</body></strong> of your website&apos;s HTML. If the customer leaves your site mid-conversation, the conversation continues in Messenger.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>Facebook, Messenger &amp; Instagram</strong>.</li><li>Select your Facebook page from the list.</li><li>Select the <strong>Customer chat</strong> tab.</li><li>Copy the code, then paste it to your website&apos;s HTML before the closing  tag.</li><li>Ensure your website domain is <a href="https://www.facebook.com/settings/?tab=advanced_messaging">whitelisted</a>.</li>
</ol><h2 id="limitations">Limitations</h2><ul>
<li>A human agent can only reply to Facebook Messenger and Instagram DM tickets in Gorgias if the last customer message was sent less than 7 days ago. AI Agent can only reply within 24 hours of the last customer message. If you miss the window, you can always respond directly on Facebook or Instagram, and the message will be imported into the Gorgias ticket. If the customer replies, the reply window re-opens.</li><li>You can only &quot;Like&quot; or &quot;Unlike&quot; messages via Gorgias. The &quot;Love,&quot; &quot;Care,&quot; &quot;Haha,&quot; &quot;Wow,&quot; &quot;Sad,&quot; or &quot;Angry&quot; reactions aren&apos;t available.</li><li>You can only reply to top-level Facebook and Instagram comments, not replies to replies.</li><li>Facebook groups cannot be connected.</li><li>A comment that was auto-hidden on Facebook will appear in Gorgias without any indication that it&apos;s been hidden.</li>
</ul><h2 id="faq-and-troubleshooting">FAQ and troubleshooting</h2><details><summary><strong>Can I connect more than one Facebook page to Gorgias?</strong></summary><p>Yes. You can turn on as many pages as you&apos;d like on the <strong>Facebook Pages Setup</strong> screen, and decide which kind of activity creates tickets for each page. You can then filter the tickets in your helpdesk by Facebook page.</p></details><details><summary><strong>Can I turn on Instagram without connecting a Facebook page?</strong></summary><p>No. Instagram can only be added to Gorgias through a Facebook Page. Be sure to link your Instagram account to a Facebook page, then connect the Page to Gorgias to bring Instagram activity into your helpdesk. Once the Facebook page is connected to Gorgias, you can choose to add only Instagram message channels.</p></details><details><summary><strong>Does responding via Gorgias change how Facebook calculates my Page response time?</strong></summary><p>Replies you send from Gorgias are delivered to the customer on Facebook, but the incoming message can stay marked as unread in your Meta inbox. That unread state doesn&apos;t affect the response time Facebook advertises on your Page.</p></details><details><summary><strong>My Facebook pages don&apos;t appear during setup or my activity options are unavailable. What should I do?</strong></summary><p>During authentication, Gorgias requests the permissions required to use the app in your helpdesk. If none of them were granted, or if some are missing, your pages or activity options won&apos;t be accessible in Gorgias. Open your <a href="https://business.facebook.com/latest/home" rel="noopener noreferrer" target="_blank">Meta Business Suite</a> settings, remove the Gorgias app from your Connected Apps, then click <strong>Login with Facebook</strong> again and accept all the requested permissions.</p></details>

Social Media: Connect Facebook and Instagram to Gorgias

Rename a WhatsApp integration, see its message templates, run Voice, SMS, and WhatsApp on one number, and understand what deleting an integration does.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text">&#x2022; The account owner and <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">admins</a></span> can connect and manage WhatsApp integrations <span class="wcuf-muted">(You need <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347" rel="noopener noreferrer" target="_blank">full access</a> to the relevant Meta Business portfolio)</span><br>&#x2022; Everyone <span class="wcuf-muted">(except <a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">Observers</a>)</span> can view and reply to WhatsApp tickets</div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All <span class="wcuf-highlight"><a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plans</a></span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with any <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893" target="_blank" rel="noopener noreferrer">connected store</a></span></div></div></div></div><p>Once you add a <a href="https://www.whatsapp.com/">WhatsApp</a> integration to Gorgias, you can rename it, review its message templates, and see which phone number it&apos;s connected to. This article covers what you can change after setup and what happens when you delete an integration. If you haven&apos;t already connected a WhatsApp integration to Gorgias, review the table below and select the documentation that best applies to you to get started:</p><table>
<thead>
<tr>
<th>Your situation</th><th>Article</th>
</tr>
</thead><tbody><tr>
<td>You&apos;ve never used WhatsApp to talk to your customers and want to use an external phone number for WhatsApp</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-own-number-8200190">Set up WhatsApp with your own phone number</a></td>
</tr><tr>
<td>You subscribe to the Voice or SMS add-on and want to use a Gorgias phone number for WhatsApp</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-gorgias-number-8200189">Set up WhatsApp with a Gorgias phone number</a></td>
</tr><tr>
<td>Your number is already on a WhatsApp Business Account with another provider, like Zendesk, Twilio, or 360dialog</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-migrate-a-number-281577">Migrate a WhatsApp number to Gorgias</a></td>
</tr><tr>
<td>Your number is already connected to a WhatsApp account and you want to move it into Gorgias</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-reuse-a-number-281578">Set up WhatsApp with a reused number</a></td>
</tr><tr>
<td>Your integration is already set up and you want to rename or delete it</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Manage your WhatsApp integration</a></td>
</tr>
</tbody></table><h2 id="rename-a-whatsapp-integration">Rename a WhatsApp integration</h2><p>A WhatsApp integration&apos;s name appears on WhatsApp tickets to help you identify where the ticket was created. You can also create views and filters for the tickets in your helpdesk with the integration&apos;s name. If you have more than one WhatsApp integration, renaming them makes each one easier to identify.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>From the <strong>Integrations</strong> tab, select an integration from the list.</li><li>On the <strong>Preferences</strong> tab, edit the <strong>App title</strong> and optionally click the <strong>smiley face icon</strong> to pick an emoji for it.</li><li>Click <strong>Save changes</strong>.</li>
</ol><h2 id="review-your-message-templates">Review your message templates</h2><p>A WhatsApp message template is a message reviewed and approved by Meta. You can use one to reach a customer on WhatsApp outside the <a href="https://docs.gorgias.com/en-US/handle-tickets-in-gorgias-whatsapp-8200191">24-hour customer service window</a>. Templates are created and edited in Meta&apos;s <a href="https://business.facebook.com/wa/manage/">WhatsApp Manager</a>, and Gorgias imports them so your agents can send them in a ticket.</p><p>You can monitor the status of your imported templates from Gorgias:</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>From the <strong>Integrations</strong> tab, select an integration from the list.</li><li>Select the <strong>Templates</strong> tab.</li><li>Select a template from the list to view it in detail.</li>
</ol><h2 id="manage-your-whatsapp-number">Manage your WhatsApp number</h2><p>The number you use with a WhatsApp integration can also be used to receive <a href="https://www.gorgias.com/products/voice">Voice</a> and <a href="https://www.gorgias.com/products/sms">SMS</a> tickets if you&apos;re subscribed to these add-ons. From your WhatsApp integration settings, you can review which phone number is associated with WhatsApp, and add it to additional channels, if you&apos;d like.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>From the <strong>Integrations</strong> tab, select an integration from the list.</li><li>Click <strong>Manage phone number</strong>. You&apos;ll be redirected to the phone number settings.</li><li>Under <strong>Connected integrations</strong>, click <strong>+ Add integration</strong>.</li>
</ol><h2 id="delete-a-whatsapp-integration">Delete a WhatsApp integration</h2><p>You can remove a WhatsApp integration from your helpdesk to stop receiving WhatsApp messages in Gorgias. Deleting an integration won&apos;t delete any tickets that are already in your helpdesk.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>Installed apps</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>From the <strong>Integrations</strong> tab, select an integration from the list.</li><li>Click <strong>Delete integration</strong>, then click <strong>Confirm</strong>.</li>
</ol><p>Once the integration is deleted, Gorgias will remove the imported message templates from your helpdesk. The templates remain in Meta&apos;s WhatsApp Manager and will be re-imported if you later decide to <a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">reconnect that phone number to WhatsApp</a>.</p><div class="note-callout"><strong>Note:</strong> If the phone number you used for WhatsApp was created in Gorgias and the number doesn&apos;t receive any messages or calls for 30 days, the number may become unavailable, and you won&apos;t be able to reconnect it later. If you plan to use the number again, keep it active by connecting a Voice or SMS integration and calling or texting it periodically.</div><h2 id="reconnect-a-disconnected-integration">Reconnect a disconnected integration</h2><p>Gorgias can lose access to your WhatsApp Business Account if someone revokes its admin permission, or if the number is migrated or deleted in the WhatsApp Manager. If this happens, Gorgias notifies the account owner and every admin via email, with the affected number in the subject line. To start receiving messages in Gorgias again, reconnect the number:</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>Click <strong>Connect WhatsApp Business</strong>. You&apos;ll be redirected to Facebook.</li><li>Sign in to the Facebook account that has access to your <a href="https://www.facebook.com/business/help/456220311516626?id=2129163877102343">Meta business portfolio</a>.</li><li>Follow Meta&apos;s steps, selecting the existing business portfolio and WhatsApp Business Account rather than creating new ones.</li><li>Connect the number that was disconnected, and grant Gorgias the requested permissions.</li><li>Return to Gorgias in your browser. Navigate to <strong>Installed apps</strong> &#x2192; <strong>WhatsApp</strong> &#x2192; <strong>Integrations</strong> to confirm the number is connected.</li>
</ol><h2 id="recreate-a-deleted-integration">Recreate a deleted integration</h2><p>Deleting a WhatsApp integration in Gorgias deregisters the number with Meta, so it can no longer send or receive messages until it&apos;s registered again. The WhatsApp Business Account itself still exists, along with the number, so you don&apos;t need to start over in Meta. You can reconnect through the same <strong>Connect WhatsApp Business</strong> flow in Gorgias, and when prompted in Meta, select the exisiting WhatsApp Business Account instead of creating a new one.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>Click <strong>Connect WhatsApp Business</strong>. You&apos;ll be redirected to Facebook.</li><li>Sign in to the Facebook account that has access to your <a href="https://www.facebook.com/business/help/456220311516626?id=2129163877102343">Meta business portfolio</a>.</li><li>Follow Meta&apos;s steps to select the <strong>existing</strong> business portfolio and the deleted <strong>WhatsApp Business Account</strong> you&apos;d like to recreate in Gorgias.</li><li>Select the number you want to register again, and verify it if Meta asks you to. Under <strong>Choose how you would like to verify your number</strong>, select <strong>Text Message</strong> or <strong>Phone call</strong>.</li><li>Finish Meta&apos;s setup flow, then return to Gorgias. Navigate to <strong>Installed apps</strong> &#x2192; <strong>WhatsApp</strong> &#x2192; <strong>Integrations</strong> to see the integration.</li>
</ol><h2 id="faq-and-troubleshooting">FAQ and troubleshooting</h2><details><summary><strong>Can I change my business display name, profile picture, or description from Gorgias?</strong></summary><p>No. Your WhatsApp Business Account profile is managed entirely in Meta&apos;s <a href="https://business.facebook.com/wa/manage/" rel="noopener noreferrer" target="_blank">WhatsApp Manager</a>.</p></details><details><summary><strong>Can I connect more than one WhatsApp number?</strong></summary><p>Yes, you can connect numbers from more than one WhatsApp Business Account to the same helpdesk. Each number becomes its own integration with its own name, view, and template list.</p></details><details><summary><strong>Are there any region-based limitations for WhatsApp?</strong></summary><p>Yes. Businesses registered in Cuba, Iran, North Korea, Syria, and three sanctioned regions in Ukraine (Crimea, Donetsk, Luhansk) aren&apos;t eligible to use the WhatsApp Business Platform.</p><p>Additionally, WhatsApp users in those locations aren&apos;t eligible to receive messages.</p>Businesses in Turkey can use the platform, but users in Turkey can&apos;t receive messages.<p></p></details>

Social Media: Manage your WhatsApp integration

Connect a phone number created in Gorgias to WhatsApp, so customers can reach the same number by call, text, and WhatsApp message.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text">&#x2022; The account owner and <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">admins</a></span> can connect and manage WhatsApp integrations <span class="wcuf-muted">(You need <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347" rel="noopener noreferrer" target="_blank">full access</a> to the relevant Meta Business portfolio)</span><br>&#x2022; Everyone <span class="wcuf-muted">(except <a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">Observers</a>)</span> can view and reply to WhatsApp tickets</div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All <span class="wcuf-highlight"><a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plans</a></span> <span class="wcuf-muted">(requires the <a href="https://www.gorgias.com/products/voice" rel="noopener noreferrer" target="_blank">Voice</a> or <a href="https://www.gorgias.com/product/sms" rel="noopener noreferrer" target="_blank">SMS</a> add-on)</span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with any <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893" target="_blank" rel="noopener noreferrer">connected store</a></span></div></div></div></div><p>If you&apos;d like to manage <a href="https://www.whatsapp.com/">WhatsApp</a> conversations with customers in your helpdesk and you don&apos;t have a phone number, you can create one with the Gorgias <a href="https://www.gorgias.com/products/voice">Voice</a> or <a href="https://www.gorgias.com/product/sms">SMS</a> add-on and connect it to your WhatsApp integration. Customers can send WhatsApp messages to the Gorgias phone number, and those messages appear as tickets in Gorgias for your team to answer alongside your other support channels.</p><h3 id="follow-the-steps-that-apply-to-your-situation">Follow the steps that apply to your situation</h3><p>This article covers how to set up WhatsApp using a Gorgias phone number. Creating a Gorgias phone number requires the <a href="https://www.gorgias.com/products/voice">Voice</a> or <a href="https://www.gorgias.com/product/sms">SMS</a> add-on. If that doesn&apos;t apply to you, navigate to the article that best matches your situation for the most relevant setup instructions:</p><table>
<thead>
<tr>
<th>Your situation</th><th>Article</th>
</tr>
</thead><tbody><tr>
<td>You&apos;ve never used WhatsApp and want to use a phone number you own</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-own-number-8200190">Set up WhatsApp with your own phone number</a></td>
</tr><tr>
<td>Your number is already on a WhatsApp Business Account with another provider, like Zendesk, Twilio, or 360dialog</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-migrate-a-number-281577">Migrate a WhatsApp number to Gorgias</a></td>
</tr><tr>
<td>Your number is already connected to a WhatsApp account and you want to move it into Gorgias</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-reuse-a-number-281578">Set up WhatsApp with a reused number</a></td>
</tr><tr>
<td>Your integration is already set up and you want to rename or delete it</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Manage your WhatsApp integration</a></td>
</tr>
</tbody></table><h2 id="before-you-start">Before you start</h2><ul>
<li>Set up a <a href="https://www.facebook.com/business/help/1710077379203657?id=180505742745347">Meta business portfolio</a>.</li><li>Subscribe to the <a href="https://www.gorgias.com/products/voice">Voice</a> or <a href="https://www.gorgias.com/product/sms">SMS</a> add-on, and either have a <a href="https://docs.gorgias.com/en-US/add-a-phone-number-to-gorgias-424493">Gorgias phone number</a> or be prepared to create one.</li><li>Make sure you can sign in to a Facebook account with <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347">full access</a> to that Meta business portfolio.</li>
</ul><h2 id="step-1-select-or-create-a-gorgias-phone-number">Step 1: Select or create a Gorgias phone number</h2><p>The number you choose for your WhatsApp integration needs to be able to receive calls so that Meta can send you a verification code during setup. This means the phone number needs to be connected to a Voice integration that routes directly to voicemail, so that you can retrieve the verification code instead of the call being sent to one of the agents in your helpdesk.</p><p><strong>Select an existing number:</strong></p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Channels</strong>, then select <strong>Phone numbers</strong>.</li><li>Select the phone number you&apos;d like to connect to WhatsApp from the list.</li><li>Next to <strong>Voice</strong>, click <strong>Manage integration</strong>, then select the <strong>Call Flow</strong> tab. <a href="https://docs.gorgias.com/en-US/manage-gorgias-call-flows-and-ivr-menus-296981">Configure the call flow</a> to send the call to voicemail.<ul>
<li>If the phone number doesn&apos;t already have a Voice integration, click <strong>Add integration</strong>, enter an integration name, then click <strong>Next</strong>.</li><li>Select <strong>Send all calls to voicemail</strong>, then click <strong>Create voice integration</strong>.</li>
</ul>
</li><li>Click <strong>Save changes</strong>.</li>
</ol><p><strong>Create a new phone number:</strong></p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Channels</strong>, then select <strong>Phone numbers</strong>.</li><li>Click <strong>Add phone number</strong> to <a href="https://docs.gorgias.com/en-US/add-a-phone-number-to-gorgias-424493">create a new phone number</a>.</li><li>Give the phone number a name, select a country, then click <strong>Add phone number</strong>.</li><li>Next to <strong>Voice</strong>, click <strong>Add integration</strong>.</li><li>Enter an integration name, then click <strong>Next</strong>.</li><li>Select <strong>Send all calls to voicemail</strong>, then click <strong>Create voice integration</strong>.</li><li>Click <strong>Save changes</strong>.</li>
</ol><p>Now that your phone number is set up to receive a verification code, you can create a WhatsApp integration.</p><h2 id="step-2-add-a-whatsapp-integration">Step 2: Add a WhatsApp integration</h2><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>Click <strong>Connect WhatsApp Business</strong>. You&apos;ll be redirected to Facebook.</li><li>Sign in to the Facebook account that has access to your <a href="https://www.facebook.com/business/help/456220311516626?id=2129163877102343">Meta business portfolio</a>.</li><li>Follow Meta&apos;s steps to select the business portfolio and create a WhatsApp Business Account.</li><li>Enter the phone number from Step 1. Under <strong>Choose how you would like to verify your number</strong>, select <strong>Phone call</strong>.</li><li>Retrieve the code from the Gorgias Voicemail ticket, enter it to verify the number, then finish Meta&apos;s setup flow.</li><li>Return to Gorgias in your browser. Navigate to <strong>Installed apps</strong> &#x2192; <strong>WhatsApp</strong> &#x2192; <strong>Integrations</strong> to see your new WhatsApp integration.</li>
</ol><div class="note-callout"><strong>Tip:</strong> If you aren&apos;t redirected to Facebook in step 4, turn off any ad blockers and try again.</div><h2 id="step-3-restore-your-call-flow">Step 3: Restore your call flow</h2><p>After the integration is set up, adjust the call flow so this number no longer routes calls to voicemail. If you don&apos;t plan to support phone calls through this number, you can delete the Voice integration.</p><div class="note-callout"><strong>Tip:</strong> You can use a single phone number in Gorgias for WhatsApp, Voice, and SMS integrations. Learn how to <a href="https://docs.gorgias.com/en-US/manage-phone-numbers-in-gorgias-311531" rel="noopener noreferrer" target="_blank">connect a phone number to additional integrations</a>.</div><h2 id="what-gorgias-sets-up-for-you">What Gorgias sets up for you</h2><p>While creating the integration, Gorgias completes the following tasks in the background:</p><ul>
<li><strong>Two-step verification.</strong> Gorgias sets a two-step verification PIN on the number as part of registering it with Meta.</li><li><strong>Billing with Meta.</strong> Meta bills Gorgias for WhatsApp conversation charges, and your WhatsApp tickets are then <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385">billed to you as helpdesk tickets</a>. You&apos;ll never see a bill from Meta for using WhatsApp.</li><li><strong>Your existing templates.</strong> Gorgias imports the <a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">message templates</a> associated with that WhatsApp Business Account from Meta.</li><li><strong>A dedicated view.</strong> Gorgias creates a view named <strong>WhatsApp - [integration name]</strong> that lists open tickets from that number. You can <a href="https://docs.gorgias.com/en-US/manage-views-and-sections-in-gorgias-207768">edit it</a> like any other view.</li>
</ul><h2 id="whats-next">What&apos;s next</h2><ul>
<li><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Social Media: Manage your WhatsApp integration</a> to learn about managing, deleting, and reconnecting your WhatsApp integerations.</li><li><a href="https://docs.gorgias.com/en-US/handle-tickets-in-gorgias-whatsapp-8200191">Handle tickets in Gorgias: WhatsApp</a> to learn how your team replies to WhatsApp conversations in your helpdesk.</li>
</ul><h2 id="faq">FAQ</h2><details><summary><strong>Is there an additional cost to add WhatsApp to Gorgias?</strong></summary><p>The WhatsApp app is free to install on every <a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plan</a>.</p><p>WhatsApp tickets count toward your ticket usage the same way tickets on any other channel do: a ticket becomes <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385#billable-helpdesk-tickets" rel="noopener noreferrer" target="_blank">billable</a> when an agent sends a public reply on it.</p></details><details><summary><strong>Why does the Gorgias number have to send calls to voicemail?</strong></summary><p>Meta verifies the number by calling it with a one-time code. Sending all calls to voicemail means the code lands in a Gorgias Voicemail ticket you can open, rather than ringing through to whichever agent is next in the call flow. Once the number is verified, restore your normal call flow.</p></details><details><summary><strong>I don&apos;t use Gorgias Voice, but I&apos;m subscribed to the SMS add-on. Can I verify via text message instead?</strong></summary><p>Yes. Set up your SMS integration to receive the SMS code, and choose the <strong>Text message</strong> verification method in the Meta setup flow.</p></details><details><summary><strong>Can I connect multiple WhatsApp integrations?</strong></summary><p>Yes, you can connect numbers from more than one WhatsApp Business Account to the same helpdesk. Each number becomes its own integration with its own name, view, and template list.</p></details><details><summary><strong>Can I use a number that&apos;s already on a WhatsApp account?</strong></summary><p>Not directly. A number can belong to only one WhatsApp account at a time, and adding WhatsApp to Gorgias creates a new WhatsApp account. The number has to be freed up or migrated before you can use it with the Gorgias WhatsApp integration. See <a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Reconnect a number that already has a WhatsApp account</a> or <a href="https://docs.gorgias.com/en-US/whatsapp-migrate-a-number-281577">Migrate a WhatsApp number to Gorgias</a>.</p></details>

Social Media: Set up WhatsApp with a Gorgias phone number

Connect a phone number you already own to WhatsApp and Gorgias, so your team can handle WhatsApp conversations as tickets.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text">&#x2022; The account owner and <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">admins</a></span> can connect and manage WhatsApp integrations. <span class="wcuf-muted">(You need <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347" rel="noopener noreferrer" target="_blank">full access</a> to the relevant Meta business portfolio.)</span><br>&#x2022; Everyone <span class="wcuf-muted">(except <a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">Observers</a>)</span> can view and reply to WhatsApp tickets.</div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All <span class="wcuf-highlight"><a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plans</a></span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with any <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893" target="_blank" rel="noopener noreferrer">connected store</a></span></div></div></div></div><p>If you&apos;d like to manage <a href="https://www.whatsapp.com/">WhatsApp</a> conversations with customers in your helpdesk, you can create a WhatsApp integration for a phone number you already own. Once connected, your team can answer WhatsApp messages in Gorgias alongside your other support channels, and those messages are billed as helpdesk tickets.</p><h3 id="follow-the-steps-that-apply-to-your-situation">Follow the steps that apply to your situation</h3><p>This article covers the most common starting point: you&apos;ve never used WhatsApp to talk to your customers, and you want to use a phone number that isn&apos;t hosted in Gorgias. If that doesn&apos;t apply to you, navigate to the article that best matches your situation for the most relevant setup instructions:</p><table>
<thead>
<tr>
<th>Your situation</th><th>Article</th>
</tr>
</thead><tbody><tr>
<td>You subscribe to the Voice or SMS add-on and want to use a Gorgias phone number for WhatsApp</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-gorgias-number-8200189">Set up WhatsApp with a Gorgias phone number</a></td>
</tr><tr>
<td>Your number is already on a WhatsApp Business Account with another provider, like Zendesk, Twilio, or 360dialog</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-migrate-a-number-281577">Migrate a WhatsApp number to Gorgias</a></td>
</tr><tr>
<td>Your number is already connected to a WhatsApp account and you want to move it into Gorgias</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-reuse-a-number-281578">Set up WhatsApp with a reused number</a></td>
</tr><tr>
<td>Your integration is already set up and you want to rename or delete it</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Manage your WhatsApp integration</a></td>
</tr>
</tbody></table><h2 id="before-you-start">Before you start</h2><ul>
<li>Set up a <a href="https://www.facebook.com/business/help/1710077379203657?id=180505742745347">Meta business portfolio</a>.</li><li>Have a phone number ready that can receive calls or texts, and that isn&apos;t already connected to a WhatsApp account.</li><li>Make sure you can sign in to a Facebook account with <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347">full access</a> to that Meta business portfolio.</li>
</ul><h2 id="create-a-whatsapp-integration-with-your-phone-number">Create a WhatsApp integration with your phone number</h2><p>Most of the WhatsApp account setup occurs in Facebook through Meta&apos;s sign-up flow. You&apos;ll be redirected back to Gorgias to complete the set up.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>Click <strong>Connect WhatsApp Business</strong>. You&apos;ll be redirected to Facebook.</li><li>Sign in to the Facebook account that has access to your <a href="https://www.facebook.com/business/help/456220311516626?id=2129163877102343">Meta business portfolio</a>.</li><li>Follow Meta&apos;s steps to select the business portfolio and create a WhatsApp Business Account.</li><li>Enter the phone number you want to use. Under <strong>Choose how you would like to verify your number</strong>, select <strong>Text message</strong> or <strong>Phone call</strong>.</li><li>Enter the code to verify the number, then finish Meta&apos;s setup flow.</li><li>Return to Gorgias in your browser. Navigate to <strong>Installed apps</strong> &#x2192; <strong>WhatsApp</strong> &#x2192; <strong>Integrations</strong> to see your new WhatsApp integration.</li>
</ol><div class="note-callout"><strong>Tip:</strong> If you aren&apos;t redirected to Facebook in step 4, turn off any ad blockers and try again.</div><h3 id="what-gorgias-sets-up-for-you">What Gorgias sets up for you</h3><p>While creating the integration, Gorgias completes the following tasks in the background:</p><ul>
<li><strong>Two-step verification.</strong> Gorgias sets a two-step verification PIN on the number as part of registering it with Meta.</li><li><strong>Billing with Meta.</strong> Meta bills Gorgias for WhatsApp conversation charges, and your WhatsApp tickets are then <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385">billed to you as helpdesk tickets</a>. You&apos;ll never see a bill from Meta for using WhatsApp with Gorgias.</li><li><strong>Your existing templates.</strong> Gorgias imports the <a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">message templates</a> associated with that WhatsApp Business Account from Meta.</li><li><strong>A dedicated view.</strong> Gorgias creates a view named <strong>WhatsApp - [integration name]</strong> that lists open tickets from that number. You can <a href="https://docs.gorgias.com/en-US/manage-views-and-sections-in-gorgias-207768">edit it</a> like any other view.</li>
</ul><h2 id="whats-next">What&apos;s next</h2><ul>
<li><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Social Media: Manage your WhatsApp integration</a> to learn about managing, deleting, and reconnecting your WhatsApp integerations.</li><li><a href="https://docs.gorgias.com/en-US/handle-tickets-in-gorgias-whatsapp-8200191">Handle tickets in Gorgias: WhatsApp</a> to learn how your team replies to WhatsApp conversations in your helpdesk.</li>
</ul><h2 id="faq">FAQ</h2><details><summary><strong>Is there an additional cost to add WhatsApp to Gorgias?</strong></summary><p>The WhatsApp app is free to install on every <a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plan</a>.</p><p>WhatsApp tickets count toward your ticket usage the same way tickets on any other channel do: a ticket becomes <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385#billable-helpdesk-tickets" rel="noopener noreferrer" target="_blank">billable</a> when an agent sends a public reply on it.</p></details><details><summary><strong>Can I connect more than one WhatsApp number?</strong></summary><p>Yes, you can connect numbers from more than one WhatsApp Business Account to the same helpdesk. Each number becomes its own integration with its own name, view, and template list.</p></details><details><summary><strong>Can I use a number that&apos;s already on a WhatsApp account?</strong></summary><p>Not directly. A number can belong to only one WhatsApp account at a time, and adding WhatsApp to Gorgias creates a new WhatsApp account. You have to free up or migrate the number before you can use it with the Gorgias WhatsApp integration. See <a href="https://docs.gorgias.com/en-US/whatsapp-reuse-a-number-281578">Reconnect a number that already has a WhatsApp account</a> or <a href="https://docs.gorgias.com/en-US/whatsapp-migrate-a-number-281577">Migrate a WhatsApp number to Gorgias</a>.</p></details>

Social Media: Set up WhatsApp with your own phone number

Move a WhatsApp Business number from Zendesk, Twilio, 360dialog, or another provider into Gorgias with the migration wizard.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text">&#x2022; The account owner and <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">admins</a></span> can connect and manage WhatsApp integrations <span class="wcuf-muted">(You need <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347" rel="noopener noreferrer" target="_blank">full access</a> to the relevant Meta business portfolio)</span><br>&#x2022; Everyone <span class="wcuf-muted">(except <a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">Observers</a>)</span> can view and reply to WhatsApp tickets</div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All <span class="wcuf-highlight"><a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plans</a></span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with any <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893" target="_blank" rel="noopener noreferrer">connected store</a></span></div></div></div></div><p>If you&apos;ve previously set up a <a href="https://www.whatsapp.com/">WhatsApp</a> Business Account (WABA) through another platform, such as Zendesk, Twilio, or 360dialog, use the migration wizard to move the number into Gorgias. The migration takes place in four steps: <strong>Disable 2FA</strong>, <strong>Create WABA</strong>, <strong>Migrate Number</strong>, and <strong>Verify</strong>.</p><h3 id="follow-the-steps-that-apply-to-your-situation">Follow the steps that apply to your situation</h3><p>This article covers how to migrate a WhatsApp number you set up with another provider, such as Zendesk, Twilio, or 360dialog. If that doesn&apos;t apply to you, go to the article that best matches your situation for the most relevant setup instructions:</p><table>
<thead>
<tr>
<th>Your situation</th><th>Article</th>
</tr>
</thead><tbody><tr>
<td>You&apos;ve never used WhatsApp and want to use a phone number you own</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-own-number-8200190">Set up WhatsApp with your own phone number</a></td>
</tr><tr>
<td>You subscribe to the Voice or SMS add-on and want to use a Gorgias phone number</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-gorgias-number-8200189">Set up WhatsApp with a Gorgias phone number</a></td>
</tr><tr>
<td>Your number is in use by an existing WhatsApp account</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-reuse-a-number-281578">Set up WhatsApp with a reused number</a></td>
</tr><tr>
<td>Your integration is already set up and you want to rename or delete it</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Manage your WhatsApp integration</a></td>
</tr>
</tbody></table><h2 id="before-you-start">Before you start</h2><ul>
<li>Set up a <a href="https://www.facebook.com/business/help/1710077379203657?id=180505742745347">Meta business portfolio</a>.</li><li>Have <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347">full access</a> to the Meta business portfolio that owns the WhatsApp Business Account you&apos;re migrating from, and to the one that will own the number in Gorgias.</li><li>Have a phone number you own available as a placeholder. This number can&apos;t already be in use by a WhatsApp account. See <a href="#step-2-create-a-whatsapp-business-account-through-gorgias">Step 2</a>.</li><li>Don&apos;t disconnect the number from your current provider before you start. Migration is designed to move a live number, not to reconnect one you&apos;ve already released.</li>
</ul><h2 id="open-the-migration-wizard">Open the migration wizard</h2><p>You must migrate your existing phone number before you can set up a WhatsApp integration and start receiving messages in Gorgias. When you click <strong>Migrate From Another Provider</strong>, you&apos;ll be guided through the migration steps in Gorgias&apos;s migration wizard.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>Click <strong>Migrate From Another Provider</strong>.</li>
</ol><p>Keep the wizard open as you work through the four steps below.</p><h2 id="step-1-turn-off-two-step-verification">Step 1: Turn off two-step verification</h2><p>Meta won&apos;t move a number that still has two-step verification switched on, so turn it off in the WhatsApp Business Account your current provider set up.</p><ol>
<li>In your <a href="https://business.facebook.com/wa/manage/phone-numbers" rel="noopener noreferrer" target="_blank">WhatsApp Manager phone number settings</a>, find the WhatsApp number you want to migrate.</li><li>Click <strong>Settings</strong> on the far right of that number&apos;s row.</li><li>Click <strong>Two-step verification</strong>.</li><li>Click <strong>Turn off two-step verification</strong>.</li><li>Open the confirmation email Meta sends to the admin of your Meta business portfolio, then click the link to confirm.</li><li>Return to Gorgias in your browser, then click <strong>Next</strong> on the migration wizard.</li>
</ol><h2 id="step-2-create-a-whatsapp-business-account-through-gorgias">Step 2: Create a WhatsApp Business Account through Gorgias</h2><p>You need to add the number you&apos;re migrating to a WhatsApp Business Account that Gorgias manages. You&apos;ll need to create a placeholder WhatsApp integration, using a phone number you own during setup.</p><p>If you&apos;ve previously created a WhatsApp Business Account through Gorgias, click <strong>Skip Step</strong> and move on to <a href="#step-3-enter-your-waba-id-and-phone-number"><strong>Step 3</strong></a>.</p><p>You can delete your placeholder integration once the migration is finished.</p><ol>
<li>In the wizard, click <strong>Create WhatsApp Business</strong>. A Meta window opens.</li><li>Follow Meta&apos;s steps to create your WhatsApp Business Account and register the placeholder number.</li><li>Return to the wizard and click <strong>Next</strong>.</li>
</ol><div class="note-callout"><strong>Note:</strong> Don&apos;t use the number you&apos;re migrating as the placeholder. It needs to stay registered with your current provider until the migration is finished.</div><h2 id="step-3-enter-your-waba-id-and-phone-number">Step 3: Enter your WABA ID and phone number</h2><p>Now tell Gorgias which WhatsApp Business Account to migrate into and which number to move.</p><ol>
<li>In the wizard, enter your <strong>Gorgias WABA ID</strong>.</li><li>Enter the <strong>WhatsApp phone number</strong>.</li><li>Under <strong>Choose how you want to verify your number</strong>, select <strong>Text Message</strong> or <strong>Phone Call</strong>.</li><li>Click <strong>Next</strong>.</li>
</ol><p>To find your WABA ID, open your <a href="https://business.facebook.com/wa/manage/home/" rel="noopener noreferrer" target="_blank">Meta account overview</a>, look under <strong>WhatsApp accounts</strong> for the account you created through Gorgias, click the <strong>more options</strong> button, then click <strong>Copy WhatsApp account ID</strong>.</p><div class="note-callout"><strong>Note:</strong> Meta has to recognize the number as belonging to the WhatsApp Business Account you entered. If it doesn&apos;t, the wizard returns an error saying the phone number doesn&apos;t belong to your WhatsApp Business Account.</div><h2 id="step-4-verify-the-number">Step 4: Verify the number</h2><p>Meta sends a one-time code to the number you&apos;re migrating. Once the number is verified, Gorgias registers it, creates the integration, and imports the message templates from that WhatsApp Business Account.</p><ol>
<li>In the wizard, enter the code in <strong>Verification code</strong>.</li><li>Click <strong>Verify &amp; finish</strong>.</li>
</ol><h2 id="what-gorgias-sets-up-for-you">What Gorgias sets up for you</h2><p>While creating the integration, Gorgias completes the following tasks in the background:</p><ul>
<li><strong>Two-step verification.</strong> Gorgias sets a two-step verification PIN on the number as part of registering it with Meta.</li><li><strong>Billing with Meta.</strong> Meta bills Gorgias for WhatsApp conversation charges, and your WhatsApp tickets are then <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385">billed to you as helpdesk tickets</a>. You&apos;ll never see a bill from Meta for using WhatsApp with Gorgias.</li><li><strong>Your existing templates.</strong> Gorgias imports the <a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">message templates</a> associated with that WhatsApp Business Account from Meta.</li><li><strong>A dedicated view.</strong> Gorgias creates a view named <strong>WhatsApp - [integration name]</strong> that lists open tickets from that number. You can <a href="https://docs.gorgias.com/en-US/manage-views-and-sections-in-gorgias-207768">edit it</a> like any other view.</li>
</ul><h2 id="whats-next">What&apos;s next</h2><ul>
<li><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Social Media: Manage your WhatsApp integration</a> to learn about managing, deleting, and reconnecting your WhatsApp integerations, and deleting the placeholder integration.</li><li><a href="https://docs.gorgias.com/en-US/handle-tickets-in-gorgias-whatsapp-8200191">Handle tickets in Gorgias: WhatsApp</a> to learn how your team replies to WhatsApp conversations in your helpdesk.</li>
</ul><h2 id="faq">FAQ</h2><details><summary><strong>Is there an additional cost to add WhatsApp to Gorgias?</strong></summary><p>The WhatsApp app is free to install on every <a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plan</a>.</p><p>WhatsApp tickets count toward your ticket usage the same way tickets on any other channel do: a ticket becomes <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385#billable-helpdesk-tickets" rel="noopener noreferrer" target="_blank">billable</a> when an agent sends a public reply on it.</p></details><details><summary><strong>Why does the migration wizard ask me to create a second WhatsApp Business Account?</strong></summary><p>Migrating moves your number into a WhatsApp Business Account that Gorgias manages, and that account has to exist before the number can land in it. Creating it requires registering a number, which is why you connect an unused placeholder number first. You can delete the placeholder integration once your real number has been migrated.</p></details><details><summary><strong>Should I migrate, or delete the number and connect it as new?</strong></summary><p>Migrate. Connecting as new requires the number to be free of any WhatsApp Business Account, which means releasing it at your current provider first. The migration wizard moves the number without that step.</p></details><details><summary><strong>What happens to my message templates after migration?</strong></summary><p>Gorgias imports the templates from the WhatsApp Business Account automatically and keeps their statuses in sync as Meta reviews them. You&apos;ll find them on the <strong>Templates</strong> tab of the integration.</p></details>

Social Media: Migrate a WhatsApp number to Gorgias

Reuse a phone number that's already tied to a WhatsApp account.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text">&#x2022; The account owner and <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">admins</a></span> can connect and manage WhatsApp integrations <span class="wcuf-muted">(You need <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347" rel="noopener noreferrer" target="_blank">full access</a> to the relevant Meta business portfolio)</span><br>&#x2022; Everyone <span class="wcuf-muted">(except <a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">Observers</a>)</span> can view and reply to WhatsApp tickets</div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All <span class="wcuf-highlight"><a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plans</a></span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with any <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893" target="_blank" rel="noopener noreferrer">connected store</a></span></div></div></div></div><p>To bring <a href="https://www.whatsapp.com/">WhatsApp</a> conversations into your helpdesk, you need to create a WhatsApp account through Gorgias. Because a phone number can only be associated to one account at a time, you&apos;ll need to delete your existing WhatsApp account to reuse the number with a Gorgias-created WhatsApp Business account.</p><h3 id="follow-the-steps-that-apply-to-your-situation">Follow the steps that apply to your situation</h3><p>This article covers how to create a WhatsApp account in your helpdesk with a phone number you own that&apos;s currently in use by a WhatsApp account that wasn&apos;t created in Gorgias. If that doesn&apos;t apply to you, navigate to the article that best matches your situation for the most relevant setup instructions:</p><table>
<thead>
<tr>
<th>Your situation</th><th>Article</th>
</tr>
</thead><tbody><tr>
<td>Your number is associated with a WhatsApp Business Account through another provider, like Zendesk, Twilio, or 360dialog</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-migrate-a-number-281577">Migrate a WhatsApp number to Gorgias</a></td>
</tr><tr>
<td>You want to use a phone number you own that has never been used with WhatsApp</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-own-number-8200190">Set up WhatsApp with your own phone number</a></td>
</tr><tr>
<td>You subscribe to the Voice or SMS add-on and want to use a Gorgias phone number for WhatsApp</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-set-up-gorgias-number-8200189">Set up WhatsApp with a Gorgias phone number</a></td>
</tr><tr>
<td>Your integration is already set up and you want to rename or delete it</td><td><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">Manage your WhatsApp integration</a></td>
</tr>
</tbody></table><h2 id="before-you-start">Before you start</h2><ul>
<li>Set up a <a href="https://www.facebook.com/business/help/1710077379203657?id=180505742745347">Meta business portfolio</a>.</li><li>Make sure you can sign in to a Facebook account with <a href="https://www.facebook.com/business/help/442345745885606?id=180505742745347">full access</a> to that Meta business portfolio.</li>
</ul><h2 id="step-1-free-up-a-number-used-in-an-existing-whatsapp-account">Step 1: Free up a number used in an existing WhatsApp account</h2><p>Meta won&apos;t let you use a phone number that&apos;s currently in use on another WhatsApp account, so you&apos;ll need to delete that account before you can create a WhatsApp account in Gorgias.</p><div class="note-callout"><strong>Note:</strong> When you delete your WhatsApp account, the chat history for that phone number is deleted as well. If there are conversations you&apos;d like to save, be sure to <a href="https://faq.whatsapp.com/1180414079177245/?cms_platform=android" rel="noopener noreferrer" target="_blank">export your chat history</a> first.</div><ol>
<li>Open the WhatsApp account that uses the phone number.</li><li><a href="https://faq.whatsapp.com/2138577903196467/?helpref=uf_share">Delete the account</a> for that number from your WhatsApp settings.</li><li>Wait a few minutes for the number to become available again.</li>
</ol><h2 id="step-2-create-a-whatsapp-integration-with-your-phone-number">Step 2: Create a WhatsApp integration with your phone number</h2><p>You&apos;ll be redirected to Facebook to complete most of the WhatsApp account setup through Meta&apos;s sign-up flow, and redirected back to Gorgias when you&apos;re done.</p><ol>
<li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>Click <strong>Connect WhatsApp Business</strong>. You&apos;ll be redirected to Facebook.</li><li>Sign in to the Facebook account that has access to your <a href="https://www.facebook.com/business/help/456220311516626?id=2129163877102343">Meta business portfolio</a>.</li><li>Follow Meta&apos;s steps to select the business portfolio and create a WhatsApp Business Account.</li><li>Enter the phone number you made available in Step 1. Under <strong>Choose how you would like to verify your number</strong>, select <strong>Text message</strong> or <strong>Phone call</strong>.</li><li>Enter the code to verify the number, then finish Meta&apos;s setup flow.</li><li>Return to Gorgias in your browser. Navigate to <strong>Installed apps</strong> &#x2192; <strong>WhatsApp</strong> &#x2192; <strong>Integrations</strong> to see your new WhatsApp integration.</li>
</ol><div class="note-callout"><strong>Tip:</strong> If you aren&apos;t redirected to Facebook in step 4, turn off any ad blockers and try again.</div><h3 id="what-gorgias-sets-up-for-you">What Gorgias sets up for you</h3><p>While creating the integration, Gorgias completes the following tasks in the background:</p><ul>
<li><strong>Two-step verification.</strong> Gorgias sets a two-step verification PIN on the number as part of registering it with Meta.</li><li><strong>Billing with Meta.</strong> Meta bills Gorgias for WhatsApp conversation charges, and your WhatsApp tickets are then <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385">billed to you as helpdesk tickets</a>. You&apos;ll never see a bill from Meta for using WhatsApp.</li><li><strong>Your existing templates.</strong> Gorgias imports the <a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration-7996759">message templates</a> associated with that WhatsApp Business Account from Meta.</li><li><strong>A dedicated view.</strong> Gorgias creates a view named <strong>WhatsApp - [integration name]</strong> that lists open tickets from that number. You can <a href="https://docs.gorgias.com/en-US/manage-views-and-sections-in-gorgias-207768">edit it</a> like any other view.</li>
</ul><h2 id="whats-next">What&apos;s next</h2><ul>
<li><a href="https://docs.gorgias.com/en-US/whatsapp-manage-integration">Social Media: Manage your WhatsApp integration</a> to learn about managing, deleting, and reconnecting your WhatsApp integerations.</li><li><a href="https://docs.gorgias.com/en-US/whatsapp-faqs">Handle tickets in Gorgias: WhatsApp</a> to learn how your team replies to WhatsApp conversations in your helpdesk.</li>
</ul><h2 id="faq">FAQ</h2><details><summary><strong>How do I know if I should delete my existing account, or migrate my phone number?</strong></summary><p>Delete your WhatsApp account when the phone number is one you own, and your WhatsApp account wasn&apos;t set up by a third party. Follow the steps to <a href="https://docs.gorgias.com/en-US/whatsapp-migrate-a-number">migrate a WhatsApp number to Gorgias</a> when the number is associated with a WhatsApp Business Account set up by another platform, like Zendesk, Twilio, or 360dialog.</p></details>

Social Media: Set up WhatsApp with a reused number

Use approved WhatsApp message templates to start conversations or reach customers after the 24-hour messaging window has closed.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text">&#x2022; Everyone&#xA0;<span class="wcuf-muted">(except <a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">Observers</a>)</span> can send an approved template from a ticket<br>&#x2022; The account owner and <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/user-permissions-196938" rel="noopener noreferrer" target="_blank">admins</a></span> can review the full template list in your helpdesk settings <span class="wcuf-muted">(templates themselves are created in Meta&apos;s WhatsApp Manager)</span></div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All <span class="wcuf-highlight"><a href="https://www.gorgias.com/pricing" rel="noopener noreferrer" target="_blank">Helpdesk plans</a></span> <span class="wcuf-muted">(requires a <a href="https://docs.gorgias.com/en-US/whatsapp-101-7996759" rel="noopener noreferrer" target="_blank">connected WhatsApp number</a>)</span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with any <span class="wcuf-highlight"><a href="https://docs.gorgias.com/en-US/manage-multiple-stores-in-gorgias-1905893" target="_blank" rel="noopener noreferrer">connected store</a></span></div></div></div></div><p>To initiate a WhatsApp conversation with a customer, or to re-engage them outside of the 24-hour messaging window, you can send a message template. Message templates are pre-written messages that Meta has reviewed and approved. You create and edit templates in Meta&apos;s WhatsApp Manager, and Gorgias imports them to your helpdesk so agents can send them from a ticket.</p><h2 id="create-templates-in-whatsapp-manager">Create templates in WhatsApp Manager</h2><p>When you create a template in Meta&apos;s WhatsApp Manager, Gorgias will automatically import it into your helpdesk. You can view a template&apos;s status in Gorgias as Meta reviews, pauses, or disables it. If you delete a template in WhatsApp Manager, it will also be removed from Gorgias.</p><ol><li>From your helpdesk, click the <span class="ph-bold ph-gear-six" style="font-size: 16px;">&#x2009;</span><strong>Settings icon</strong> in the bottom-left corner.</li><li>In the menu, locate <strong>Apps</strong>, then select <strong>App store</strong>.</li><li>Search for and select <strong>WhatsApp</strong>.</li><li>Click the <strong>Integrations</strong> tab, then select your number.</li><li>Click the <strong>Templates</strong> tab.</li><li>Click <strong>Manage &amp; Create Templates</strong> in the top-right corner to open <a href="https://business.facebook.com/wa/manage/message-templates/" rel="noopener noreferrer" target="_blank">WhatsApp Manager</a>, then create your template there.</li></ol><h3 id="compatible-message-templates">Compatible message templates</h3><p>Only certain template features are compatible with Gorgias. To create a template you can use in Gorgias, select a <strong>Marketing: Default</strong> template and make sure it includes only:</p><ul><li>A text-only header</li><li>A body</li><li>A footer</li><li>Quick reply buttons</li><li>Variables in the header and body</li></ul><p>Templates that contain an image, video, document, or location header, or buttons that open a URL, dial a number, send a one-time code, or list products are <strong>Unsupported</strong> and can&apos;t be sent from Gorgias.</p><h2 id="review-your-templates-in-gorgias">Review your templates in Gorgias</h2><p>The <strong>Templates</strong> tab is where you can review which templates your team can send from Gorgias. Select a template to view its status, category, language, and a preview of the message your customer will see.</p><p>Categories are set in WhatsApp Manager and describe what a template is for:</p><ul><li><strong>Marketing</strong> for promotions and announcements</li><li><strong>Utility</strong> for account and order updates</li><li><strong>Authentication</strong> for login codes</li></ul><div class="note-callout"><strong>Note:</strong> Only <strong>Marketing</strong> templates can be sent from Gorgias. If you need to send a different template to a customer, you can do it directly from Meta Business Suite.</div><p>The status tells you whether agents can use the template:</p><ul><li><strong>Active</strong> &#x2014; Meta approved the template. It&apos;s ready to send, and only templates with this status can be sent from Gorgias.</li><li><strong>In review</strong> &#x2014; You submitted the template to Meta and are waiting on a decision. It can&apos;t be sent yet.</li><li><strong>Rejected</strong> &#x2014; Meta found that the template violates WhatsApp policies. It can&apos;t be sent. Re-edit and resubmit it, or appeal the decision in WhatsApp Manager.</li><li><strong>Paused</strong> &#x2014; Meta paused the template after recurring negative feedback from customers. It can&apos;t be sent until Meta lifts the pause, which usually takes up to six hours.</li><li><strong>Disabled</strong> &#x2014; Meta disabled the template after continued negative feedback. It can&apos;t be sent. Re-edit it and appeal the decision in WhatsApp Manager.</li><li><strong>Appeal requested</strong> &#x2014; You appealed Meta&apos;s decision and are waiting on the outcome. The template can&apos;t be sent in the meantime.</li><li><strong>Unsupported</strong> &#x2014; The template contains content Gorgias can&apos;t send, such as a media header or a link button. It stays visible in your template list, but it can&apos;t be sent from the helpdesk.</li></ul><div class="note-callout"><strong>Tip:</strong> Meta enforces a <a href="https://www.facebook.com/business/help/766346674749731" rel="noopener noreferrer" target="_blank">template quality rating policy</a> and pauses templates that receive a low rating. A paused template becomes available in Gorgias again as soon as Meta lifts the pause, but treat a pause as a signal to review Meta&apos;s <a href="https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-categorization#marketing-template-guidelines" rel="noopener noreferrer" target="_blank">marketing template guidelines</a> and rewrite the template to improve its rating.</div><h2 id="tips-for-creating-high-quality-message-templates">Tips for creating high-quality message templates</h2><p>Here are some strategies <a href="https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-categorization#template-category-guidelines">recommended by Meta</a> to improve your message read rates:</p><ul><li><strong>Know your audience</strong> &#x2014; Tailor your messages to specific user segments for more relevant communication.</li><li><strong>Find good timing</strong> &#x2014; To maximize chances of engagement with your templates, consider not sending on days when many businesses are competing for your customers&apos; attention, such as weekends or seasonal peaks.</li><li><strong>Mind the frequency of messages</strong> &#x2014; Monitor how many marketing conversations a customer receives per day and week to avoid overloading the customer.</li><li><strong>Allow cool downs</strong> &#x2014; Give customers who have stopped engaging with your templates a break.</li><li><strong>Provide opt-in</strong> &#x2014; An opt-in is required before any business-initiated messaging, but collecting a separate opt-in for marketing content is a best practice that helps you avoid negative feedback.</li><li><strong>Enable opt-out</strong> &#x2014; Always include the option to opt out of marketing conversations on WhatsApp.</li><li><strong>Pay attention to the relevance of the message</strong> &#x2014; Make sure the opening line clearly signals why the message is relevant. Past negative interactions also make customers less likely to open your messages.</li><li><strong>Optimize the first 60-65 characters</strong> &#x2014; This is what people see first in their message preview on WhatsApp. Make it engaging, convey the main point, personalize it, and test different approaches to see what works best.</li></ul><div class="note-callout"><strong>Tip:</strong> Review your <a href="https://www.facebook.com/business/help/511126334359303" rel="noopener noreferrer" target="_blank">template metrics and insights</a> regularly to protect your quality rating and optimize your customer engagement.</div><h2 id="faq">FAQ</h2><details><summary><strong>Why can&apos;t I find a template in the composer?</strong></summary><p>The composer lists only templates that are <strong>Active</strong> and supported by Gorgias, and only those belonging to the WhatsApp Business Account behind the number you&apos;re sending from. Check the integration&apos;s <strong>Templates</strong> tab: the template may still be in review, paused, disabled, rejected, or marked <strong>Unsupported</strong>. Also check the language filter &#x2014; templates are approved separately for each language.</p></details><details><summary><strong>Can I edit a template&apos;s wording in Gorgias?</strong></summary><p>No. Meta approves the exact wording, so template content is managed only in <a href="https://business.facebook.com/wa/manage/message-templates/" rel="noopener noreferrer" target="_blank">WhatsApp Manager</a>.</p></details><details><summary><strong>Why did sending a template fail?</strong></summary><p>The most common cause is that the template is no longer usable: Meta may have paused, disabled, or deleted it, or a recent edit put it back into review. Gorgias re-checks the template with Meta when this happens, so its status in your template list updates shortly after. Pick a template with the <strong>Active</strong> status and send again.</p></details><details><summary><strong>Do I have to fill in every variable?</strong></summary><p>Yes. Meta rejects a template message with missing or mismatched values, so fill in every variable in the header and body before sending.</p></details><details><summary><strong>Can a rule send a template automatically?</strong></summary><p>Yes. A <a href="https://docs.gorgias.com/en-US/create-rules-to-take-automatic-actions-on-tickets-81746" rel="noopener noreferrer" target="_blank">rule</a> that replies to the customer on a WhatsApp ticket can apply a template &#x2014; and must apply one once the 24-hour messaging window has closed. As with a manual send, the template must be <strong>Active</strong>; otherwise, the reply fails.</p></details><details><summary><strong>Does a template restart the 24-hour messaging window?</strong></summary><p>Not on its own. Sending a template lets you reach the customer, but the messaging window reopens only when they reply.</p></details><details><summary><strong>What happens to my templates if I delete a WhatsApp integration?</strong></summary><p>Gorgias removes the imported templates from your helpdesk. They remain available in WhatsApp Manager, and Gorgias imports them again if you reconnect that number.</p></details>

Social Media: WhatsApp message templates

Here you'll find solutions for the most common issues reported for the Facebook integration. 1. Go to Settings -> App Store -> My Apps -> Facebook, Messenger & Instagram -> your Facebook integration. 2. Click on the Reconnect button. Follow the steps

<h2 id="restore-the-connection-and-permissions">Restore the connection and permissions</h2><p>A missing permission or inactive connection can prevent Gorgias from receiving activity or sending replies. Reconnect when the integration is inactive or Gorgias reports a permission issue.</p><ol>
<li>From your helpdesk, click the <strong>Settings</strong> icon in the bottom-left corner.</li><li>In Settings, open <strong>All apps</strong>.</li><li>Select <strong>Facebook, Messenger &amp; Instagram</strong>.</li><li>Select the Facebook Page with the issue.</li><li>On the Page&#x2019;s <strong>Overview</strong>, click <strong>Reconnect</strong>.</li><li>In Facebook, sign in with an account that has access to the Page and grant the requested permissions.</li>
</ol><p>If Gorgias displays a permissions alert, open <a href="https://www.facebook.com/settings?tab=business_tools&amp;ref=settings">Facebook Business Integrations settings</a>, remove Gorgias, and reconnect the integration. Accept the requested permissions when Facebook prompts you.</p><h2 id="check-which-activity-creates-tickets">Check which activity creates tickets</h2><p>The Facebook and Instagram activity settings are separate. Confirm that the setting for the activity you expect is enabled.</p><ol>
<li>From the affected Facebook Page&#x2019;s integration, open <strong>Overview</strong>.</li><li>Under <strong>Settings</strong>, find the <strong>Facebook</strong> section.</li><li>Enable <strong>Messenger</strong> to receive Messenger tickets, or <strong>Posts, comments and ad comments</strong> to receive Facebook post and comment tickets.</li><li>Under <strong>Instagram</strong>, enable <strong>Comments</strong> to receive Instagram comment tickets, including comments on Reels.</li><li>Click <strong>Save changes</strong>.</li>
</ol><p>If the Instagram <strong>Comments</strong> setting is unavailable, confirm that the Facebook Page is connected to an Instagram account and that the connected Meta account has the required role and permissions.</p><h2 id="troubleshoot-failed-replies">Troubleshoot failed replies</h2><p>Meta can reject a reply if the integration lacks permission, the comment is no longer available, or Meta temporarily blocks activity. Check the error message and use the matching next step.</p><ol>
<li>If Gorgias reports that the integration is inactive, follow the steps in <strong>Restore the connection and permissions</strong>.</li><li>If the comment was deleted or is no longer available on Facebook or Instagram, you can&#x2019;t reply to it from Gorgias.</li><li>If the error says <strong>Page Publishing Authorization</strong> is needed, complete Meta&#x2019;s Page Publishing Authorization process, then try the reply again.</li><li>If Meta temporarily blocks activity for a policy violation or rate limit, wait before trying again.</li>
</ol>

Troubleshooting Facebook and Instagram

I still can't turn on Instagram Direct Messages. What should I do?There are a number of reasons you may not have access to Instagram direct messages, despite meeting the follower count requirements.Issue 1: Error messages falsely states that the acco

<h4 id="i-still-cant-turn-on-instagram-direct-messages-what-should-i-do">I still can&apos;t turn on Instagram Direct Messages. What should I do?</h4><p>There&apos;s a number of reasons why you don&apos;t have access to Instagram Direct Messages, despite meeting the follower count requirements.</p><h4 id="the-error-message-falsely-states-that-the-account-doesnt-meet-follower-requirements">The error message falsely states that the account doesn&apos;t meet follower requirements.</h4><p>If you have the right number of followers but see the message above, there are two reasons this may occur:</p><p>1. <strong>You haven&apos;t allowed access to DMs</strong></p><p>To fix this, repeat step one in the installation guide, changing your privacy settings on Instagram. Once changed, you must click the <strong>Reconnect</strong> button in the bottom right of the screen which will remove the error.</p><p>2. <strong>You aren&apos;t using an Instagram Business account</strong></p><p>Instagram doesn&apos;t currently allow connecting Instagram accounts that aren&apos;t Business accounts - you&apos;ll need to create an Instagram Business account to use this Integration.</p><h4 id="the-error-message-says-i-dont-have-the-necessary-permissions-to-access-instagram-direct-messages">The error message says I don&apos;t have the necessary permissions to access Instagram direct messages.</h4>
<img src="https://attachments.gorgias.help/k5/hc/mz0e/464dc1f8-9cb6-4f04-8d6f-4f9c1df8f3fd-e2b8d4a6-dcab-4a0d-b9d2-139f2d695873.png" style="width: 692px;" class="fr-fic fr-dib">

<img src="https://attachments.gorgias.help/k5/hc/mz0e/c0e03a7c-713d-44f7-bc07-8d9b2ffa112e-fd2cdd66-81f9-4f49-8b4b-da7cd5499257.png" style="width: 692px;" class="fr-fic fr-dib">

<p>If you see two warnings, one on top of the page and one beside the Instagram Direct Message settings, then you need to update your permissions to use this feature.&#xA0;</p><p>To do so, delete the Gorgias app from your Instagram settings, and then click the green <strong>Reconnect</strong> button in Gorgias.</p><h4 id="the-error-message-says-you-need-to-reconnect-your-integration-to-check-for-eligibility">The error message says you need to reconnect your integration to check for eligibility.</h4><p><img src="https://attachments.gorgias.help/k5/hc/mz0e/a23bc3b4-42a3-4d69-b2d2-6f5937c03d6b-a7a94765-cd2f-4c64-86bb-a93abf396810.png" style="width: 692px;" class="fr-fic fr-dib">If you only see one warning with the text <em>&quot;Reconnect your integration to check your eligibility for the Instagram Messaging API</em><em>&quot;**,</em> then you need to click the green button titled <strong>Reconnect</strong> below the Facebook channel settings options.</p><h4 id="the-instagram-integration-is-blocked-by-a-paywall">The Instagram Integration is blocked by a paywall.</h4><p>If you see an orange paywall button titled <strong>Upgrade</strong> to the right of the Instagram Direct Message setting, then you&apos;re currently on an outdated plan and won&apos;t gain access to this integration.</p><p>To access Instagram Direct Messages, the Help Center, Voice, SMS, and more then you must upgrade from your deprecated plan to the current version of the same plan in your <strong>Billing &amp; Usage</strong> settings.</p><h4 id="why-do-some-of-my-messages-say-media-not-available-due-to-new-privacy-rules-in-europe">Why do some of my messages say: &quot;<em>Media not available due to new privacy rules in Europe</em>&quot;?</h4><p>Due to new privacy regulations, Instagram limits the ability to send media to and from EU countries.&#xA0;</p><p>If either the Gorgias user or the customer is located in an EU country and they send a message containing a photo or video, the following error message may be displayed:<img src="https://hsfiles.gorgias.help/help-centers/2648/eQ5bRgGfSN/articles/8ae4a7s61j/1618884013743/screen-shot-2021-04-19-at-9-00-02-pm.png" data-hd-align="center" class="fr-fic fr-dib" style="width: 692px;">This is a temporary policy by Facebook and full media capabilities will be accessible to EU users once this policy is revoked.</p><h4 id="why-do-some-of-my-customers-replies-open-a-brand-new-ticket-in-gorgias-instead-of-apending-to-the-existing-thread">Why do some of my customers&apos; replies open a brand new ticket in Gorgias instead of apending to the existing thread?</h4><p>This happens when the customer gets back to you after more than 3 days. We do historical syncs though, the first time the customer reaches out via DMs into Gorgias, and sync all their past conversations that happened on the Instagram app into the first ticket.</p><p>DMs from one person go under the same thread. After setting a customer on one ticket, their next DM will open a brand new ticket with the same Instagram username but without customer data on the right. You&apos;d have to merge the customer instead of setting them and only after that will the DMs all go into one thread.</p><div class="note-callout"><span style="font-family: Inter;">We also advise waiting until the conversation is over before you set the customer on the ticket so everything stays in one same Ticket.</span></div><h4 id="when-i-open-a-dm-in-gorgias-will-the-customer-see-a-read-receipt-on-their-end">When I open a DM in Gorgias, will the customer see a Read receipt on their end?</h4><p>No, opening an Instagram DM Ticket in Gorgias&#xA0;won&apos;t trigger a read receipt.</p><h4 id="if-i-read-or-reply-to-a-dm-in-gorgias-will-that-be-marked-as-read-in-instagram">If I read or reply to a DM in Gorgias, will that be marked as read in Instagram.&#xA0;</h4><p>Due to API limitations, message will be marked as read in Instagram only if it&apos;s read directly in IG</p><h4 id="can-i-like-story-mentions-or-instagram-dms">Can I like story mentions or Instagram DMs?</h4><p>No, only comments.</p><h4 id="will-instagram-dms-be-shown-at-the-top-left-of-the-nav-bar-like-chat-and-messenger-tickets">Will Instagram DMs be shown at the top left of the nav bar like Chat and Messenger tickets?</h4><p>Yes, Instagram DM ticket notifications will show up on the navigation bar - similar to Chat and Facebook Messenger tickets. You can distinguish between them by the channel icons.</p><h4 id="can-story-mentions-be-shown-in-gorgias-instead-of-having-to-click-a-link-and-view-them-in-a-separate-tab">Can Story Mentions be shown in Gorgias instead of having to click a link and view them in a separate tab?</h4><p>Instagram API specifically prohibits us from rendering Stories inside the helpdesk. Once they open up the ability to render Stories in-app we&apos;ll consider building this feature depending on interest.</p><h4 id="will-instagram-dm-tickets-be-separated-into-primary-and-general-categories-like-in-the-instagram-app">Will Instagram DM tickets be separated into Primary and General categories like in the Instagram app?</h4><p>No, due to limitations in the Instagram DM API.</p><h4 id="can-i-initiate-an-instagram-dm-conversation">Can I initiate an Instagram DM conversation?</h4><p>You can only reply to inbound messages via Gorgias, due to current API limitations. If this is a feature that you&apos;d like to have, please submit your request via our public&#xA0;<a href="https://portal.productboard.com/gorgias/1-gorgias-product-roadmap/tabs/3-planned" rel="noopener noreferrer" target="_blank">Product Roadmap</a>.</p><p>The only situation where you will be able to start a DM from Gorgias is if you choose to respond to a customer&apos;s comment via DM, as described <a href="https://docs.gorgias.com/en-US/handle-tickets-in-gorgias-facebook-messenger-and-instagram-dms-7996761#reply-to-comments-via-messenger-or-instagram-dm" rel="noopener noreferrer" target="_blank">here</a>. You can send only one DM message in a thread until the customer replies to you - this is once again one of Meta&apos;s API limitations.&#xA0;</p><p>If you need to follow up with the customer with a second message, you&apos;ll need to do this using Instagram. When the customer replies, you&apos;ll be able to continue the correspondence via Gorgias, even by sending multiple subsequent messages.</p><p>In DM tickets that you&apos;ve initiated (using IG directly), the customer needs to respond first so that your messages aren&apos;t perceived as Spam.</p><h4 id="how-do-i-check-if-ive-enabled-allow-access-to-messages-on-instagram">How do I check if I&apos;ve enabled Allow Access to Messages on Instagram?</h4><p>In Instagram Business Messenger, go to <strong>Settings &#x2192; Privacy &#x2192; Messages</strong> and make sure your <strong>Allow Access to Messages</strong> setting is set to <strong>Active</strong> if it is not already.</p>
<img src="https://hsfiles.gorgias.help/help-centers/2648/eQ5bRgGfSN/articles/8ae4a7s61j/1622647943928/image.png" data-hd-align="center" class="fr-fic fr-dib">

<h4 id="why-i-am-getting-this-error-when-i-try-to-send-an-instagram-dm">Why I am getting this error when I try to send an Instagram DM?</h4><p><img src="https://hsfiles.gorgias.help/help-centers/2648/eQ5bRgGfSN/articles/zf3127f27k/1634635407166/a-38-ebad-7-a-597-46-f-2-b-8-cf-ebf-74-e-002750-screen-20-shot-202021-10-14-20-at-2010-49-38-20-am-c-3-c-95715-92-e-8-449-a-9623-d-07-c-742-b-9-bd-5.png" data-hd-align="center" class="fr-fic fr-dib">This means that Instagram is detecting your reply/Macro as Spam, if you have a link in your response. To fix this, you&apos;d need to turn the link into a hyperlinked word and try to send the message again.&#xA0;Should the error persist, please leave out the link entirely.</p><p>This comes from Meta&apos;s regulations on what they consider Spam and we can only influence it/work around it up to a certain extent.</p><h4 id="why-am-i-getting-blank-dms">Why am I getting blank DMs?</h4><p>This means that the person who reached out deleted their message after they sent it. If you still see those messages on Instagram, it means that you&apos;ve seen them before they were deleted, which is why they&apos;re still visible there.</p><p>In Gorgias, they automatically get retracted, no matter if you&apos;ve seen them or not. The only channel left to respond in writing, in that case, is email or SMS (providing that you have the customer&apos;s contact information and that you&apos;re replying via Gorgias).</p>
<img src="https://attachments.gorgias.help/k5/hc/mz0e/11961e6c-1b7e-47f4-a6ba-e710be09c6a8-daeab777-b7b0-423e-91a3-341fd82c4c3c.png" style="width: 692px;" class="fr-fic fr-dib">

<h4 id="can-i-send-attachments-via-ig-dms">Can I send attachments via IG DMs?</h4><p>Yes, but keep in mind that you can either send only an attachment without text, or text only without the attachment. If you have a Macro containing both an image and text, for example, it won&apos;t be sent.</p><h4 id="why-am-i-getting-an-error-when-i-try-to-merge-ig-dm-tickets-from-the-same-customer">Why am I getting an error when I try to merge IG DM tickets from the same customer?</h4><p>**<img src="https://attachments.gorgias.help/k5/hc/mz0e/09fdaffe-2c75-4594-bac8-d8dab670e34b-b67b9c0f-5c12-4590-b7e6-b97d4405801f.png" style="width: 692px;" class="fr-fic fr-dib">**It&apos;s not currently possible to merge Instagram DM tickets - please submit it as product feedback&#xA0;<a href="https://portal.productboard.com/gorgias/1-gorgias-product-roadmap/tabs/3-planned" rel="noopener noreferrer" target="_blank">here</a>.</p><h4 id="why-do-i-only-sometimes-see-instagram-follower-counts-and-usernames-in-the-gorgias-customer-profile">Why do I only sometimes see Instagram follower counts and usernames in the Gorgias customer profile?</h4><p>Gorgias will display a link to a customer&apos;s Instagram profile for any ticket created via an Instagram mention, comment or direct message (DM), but will only display the follower count for tickets created via Instagram DM.</p>

Instagram Direct Messages FAQs

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