Social Media: Set up WhatsApp with your own phone numberUpdated an hour ago

If you'd like to manage WhatsApp 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.

Follow the steps that apply to your situation

This article covers the most common starting point: you've never used WhatsApp to talk to your customers, and you want to use a phone number that isn't hosted in Gorgias. If that doesn't apply to you, navigate to the article that best matches your situation for the most relevant setup instructions:

Before you start

• Set up a Meta business portfolio.
• Have a phone number ready that can receive calls or texts, and that isn't already connected to a WhatsApp account.
• Make sure you can sign in to a Facebook account with full access to that Meta business portfolio.

Create a WhatsApp integration with your phone number

Most of the WhatsApp account setup occurs in Facebook through Meta's sign-up flow. You'll be redirected back to Gorgias to complete the set up.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select App store.
3. Search for and select WhatsApp.
4. Click Connect WhatsApp Business. You'll be redirected to Facebook.
5. Sign in to the Facebook account that has access to your Meta business portfolio.
6. Follow Meta's steps to select the business portfolio and create a WhatsApp Business Account.
7. Enter the phone number you want to use. Under Choose how you would like to verify your number, select Text message or Phone call.
8. Enter the code to verify the number, then finish Meta's setup flow.
9. Return to Gorgias in your browser. Navigate to Installed apps → WhatsApp → Integrations to see your new WhatsApp integration.

What Gorgias sets up for you

While creating the integration, Gorgias completes the following tasks in the background:

• Two-step verification. Gorgias sets a two-step verification PIN on the number as part of registering it with Meta.
• Billing with Meta. Meta bills Gorgias for WhatsApp conversation charges, and your WhatsApp tickets are then billed to you as helpdesk tickets. You'll never see a bill from Meta for using WhatsApp with Gorgias.
• Your existing templates. Gorgias imports the message templates associated with that WhatsApp Business Account from Meta.
• A dedicated view. Gorgias creates a view named WhatsApp - [integration name] that lists open tickets from that number. You can edit it like any other view.

What's next

• Social Media: Manage your WhatsApp integration to learn about managing, deleting, and reconnecting your WhatsApp integerations.
• Handle tickets in Gorgias: WhatsApp to learn how your team replies to WhatsApp conversations in your helpdesk.

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