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At the end of this page, a WhatsApp number is connected, labeled, and assigned to an agent that answers messages on it.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
This capability needs the plan or higher.
  • Only an organization Admin can connect, reconnect, or remove a number. Admins and Members can assign an agent from the numbers list. Only Admins can change the number from an agent’s Distribute page.
  • To connect through Meta, you need a Facebook login with access to the business that owns the WhatsApp Business Account. You can create the account during signup. Allow popups for the dashboard, because the Facebook signup opens in a popup window.
  • To connect a number you already run on 360dialog, you need the API key for that number from your 360dialog account.
For how numbers, providers, and health states fit together, see Channels overview.

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Open the WhatsApp page

Go to Settings, then WhatsApp under Channels. Before the first number is connected, the page shows a Connect WhatsApp empty state with a Connect WhatsApp number button.
The WhatsApp page in Settings before any number is connected, showing the Connect WhatsApp empty state with its Connect WhatsApp number button
Members who are not Admins see No WhatsApp numbers yet instead, without the button.

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Choose a provider

Select Connect WhatsApp number. The Connect WhatsApp number dialog asks you to pick one of two providers. Under 360dialog, choose I already have a 360dialog number. The Set up a new number with 360dialog option shows Not available yet. For now, create the number in 360dialog, then connect it with its API key. Some notices can appear in the dialog:
  • If Meta cannot be used, a note under Direct (Meta) says why, for example Facebook’s window is blocked here. Allow the Facebook script, then select Try again.
  • If your organization already has numbers on the other provider, You’ll get two bills warns that both providers bill you until the move is finished.
  • While another WhatsApp connection is still finishing, Continue stays disabled until it completes.

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Connect a number through Meta

1

Choose Direct (Meta) and select Continue

A dialog titled Continue in the Facebook window opens next to the Facebook popup. It lists Facebook signup, Verify with Meta, and Add your numbers.
2

Finish the Facebook signup

In the popup, sign in and pick your WhatsApp Business Account and a phone number. Select Cancel in the dialog to stop.
3

Wait for Verify with Meta

The dialog changes to Verifying your account with Meta…. You cannot close it during this step, because the Facebook sign-in expires quickly.
4

Watch Add your numbers

The dialog changes to Adding your numbers and lists each number with a badge. Badges move to Healthy or Needs attention.
5

Read the result

The dialog ends with WhatsApp connected and a line such as 1 number ready. Select Assign agents to continue on the numbers list.
The connect dialog titled Continue in the Facebook window, listing the steps Facebook signup, Verify with Meta, and Add your numbers, with a Cancel button
Some result states differ:
  • If every number on the account is already connected, the dialog says WhatsApp connected with Every number on this business account is already in your workspace.
  • If no number could be set up, the title is We couldn’t finish setting up your numbers. Each number shows what it needs, and Try again restarts the flow.
  • If you came from Fix in Settings or Manage number in Settings in Distribute, an Assign to an agent button returns you there.
  • If your business is not verified with Meta, the dialog notes that Meta limits messages to new people while unverified.
The success dialog closes on its own after a short countdown. Select Keep open to stop the countdown.

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If the flow fails

The dialog shows a title such as The Facebook window didn’t open or You left the Facebook window, and the failed step turns red. Nothing is connected in these cases. Select Try again to restart from the beginning. Some failures show a Reference line and a Copy diagnostics button. Include the reference when you email support. If your number is already on 360dialog, select Already on 360dialog? Connect with your API key instead. Common failure titles and what to do:

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If adding numbers takes long

Select Continue in background to close the dialog while numbers are still being added. A chip at the top right of the WhatsApp page shows Adding 1 of 3 style progress. Select the chip to reopen the dialog. If any number ends in Needs attention, the chip changes to 1 number needs attention. An amber notice titled Some numbers couldn’t be added lists each number with guidance. Most guidance asks you to fix the cause in WhatsApp Manager, then connect again. Select Dismiss on the notice when you are done.

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Connect a 360dialog number with an API key

Connecting sends the number’s incoming messages to Tars. Until an agent is assigned, those messages are dropped. Pick the agent in the dialog, or assign one right after you connect.
1

Choose 360dialog, then I already have a 360dialog number

Select Continue. The Connect with a 360dialog API key dialog opens.
2

Paste the key and select Check key

Paste the key into 360dialog API key. Nothing is connected at this step.
3

Confirm the number

The dialog shows This key connects followed by the phone number. Check that it is the number you meant.
4

Pick an agent

Choose the agent under Agent, or leave it empty to assign one later.
5

Select Connect this number

A Number connected toast confirms the connection. The number joins the numbers list.
If the toast also says the number has no agent assigned, assign one on the numbers list. See Assign an agent to a number. Common problems the dialog reports and what to do:

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Work with the numbers list

After the first connection, the WhatsApp page lists every connected number, from both providers. Each row has three columns and a Details button:
  • Number shows the color dot, the alias or verified name, up to two tags, and the phone number with its WhatsApp Business Account name.
  • Agent shows the assigned agent, or a Not connected or Assignment needs review badge.
  • Status shows the health badge next to a mode badge of Production, Staging, or Test. When a provider reports a specific problem, hover the badge to read the guidance. Health labels are explained in Channels overview.
Above the table, search by number or alias, filter with All status, and filter with Tags once any number has a tag. Admins also see two buttons:
  • Sync from Meta checks the connected Meta WhatsApp Business Accounts for new or changed numbers. A toast reports what was added, recovered, or needs attention. If you have no Meta numbers, the toast says No Meta numbers to sync.
  • Connect WhatsApp number opens the provider choice again for another number.
When a Meta number shows Token expiring or Token expired, Admins see an inline Reconnect link in the Status column. It opens the provider choice. Choose Direct (Meta) and select Continue to run the Facebook flow, which ends with Connection renewed.

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Open the number detail sheet

Select a row, or its Details button, to open the detail sheet. The page address records the open number, so a reload reopens the same sheet. Closing the sheet clears the address again. The sheet has these sections:
  • Connection shows the verified name, the WhatsApp Business Account, the Provider (Meta or 360dialog), and the health badge. For a Needs attention number, guidance appears under the badge. For a Meta number, Admins also get Refresh now for the access token and, when the token is in trouble, Reconnect with Facebook.
  • Manage connection appears for Admins on a 360dialog number. See Manage a 360dialog number.
  • Agent holds the same Assign agent picker as the table.
  • Identity holds the color, alias, and tags, with a preview of how the number appears in lists.
  • Danger zone holds Remove number from workspace for Admins. Removing keeps open conversations in the inbox, but new messages to the number no longer reach any agent.

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Manage a 360dialog number

The Manage connection section has two controls.
  • Incoming messages has a Check delivery button. The result is Delivering to Tars or Delivering elsewhere.
  • 360dialog API key has a Copy API key button. It opens the Copy the 360dialog API key dialog, where Copy key puts the key on your clipboard. The key is never shown on screen, and each copy is recorded in your audit log.
Restoring delivery moves incoming messages for the number to Tars. If another system receives them today, it stops receiving them. Sending is not affected.
When the check shows Delivering elsewhere, select Restore delivery to Tars, then Point to Tars in the confirmation dialog. A toast confirms that the number now delivers to Tars. If 360dialog pauses sending because of unpaid invoices, the number shows Needs attention with that guidance. After 360dialog confirms the account is settled, an Admin selects Resume sending on this number. Tars cannot see your 360dialog invoices, so if sending is still paused, the next message raises the notice again.

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Assign an agent to a number

You can assign from the numbers list or from the agent’s Distribute page. Both change where new WhatsApp messages on the number route.
Changing or clearing an assignment can interrupt replies. If an active or paused webhook campaign uses the number, an extra dialog names that risk before the change applies. It is titled Change this agent? or Unassign this agent? on the numbers list, and Change this WhatsApp connection? in Distribute.

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From the numbers list

1

Open the Assign agent picker

Select Assign agent in the Agent column, or open the detail sheet and use the Agent section.
2

Pick an agent

Agents already used by another number stay listed but disabled, with a Used by note naming that number. A number can hold one agent.
3

Confirm a change

If the number already had an agent, a Replace this agent? dialog opens. Select Change agent to apply. A first assignment applies without this dialog.
To clear an assignment, open the same picker and select Unassign agent. An Unassign this agent? dialog warns that messages to the number will not reach any agent. A number whose stored assignment no longer resolves shows Assignment needs review. Choose an agent to confirm routing, or select Clear assignment.

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From the Distribute page

In the builder sidebar, select Distribute, then WhatsApp under Channels. Only Admins can change the connection here. Other members see the connected number, if any, with a note to ask an admin.
1

Select a number

Open Select a number. The list groups numbers under Available and Connected to another agent.
2

Connect it

For a number under Available, select Connect. A number under Connected to another agent opens a confirmation at once.
3

If you picked a number from another agent, confirm the move

Select Connect to followed by this agent’s name. The number leaves the other agent.
Once connected, the section shows the number, its health badge, and Messages on this number run your agent. Use Change number or Disconnect to update it, or Manage number in Settings to open the detail sheet. A number in trouble shows Fix in Settings instead. Numbers marked Needs attention or Temporarily unavailable cannot be picked. A number is temporarily unavailable while an unfinished campaign send locks it.

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Label your numbers

Labels live in the Identity section of the detail sheet. They belong to your organization and make numbers easy to tell apart in tables and pickers.
  • Color picks a swatch that shows as a dot next to the number everywhere.
  • Alias replaces the verified name in lists, for example Support IN. Type it and select Save. Each alias must be unique across your numbers and holds up to 50 characters.
  • Tags adds a named, colored chip. Type a name, pick a color, and select Add. Remove a tag with its ×. Tags appear on the numbers list and power the Tags filter there.
A tag name holds up to 30 characters, and a number holds up to 5 tags. Counters under each field show the current length and tag count. Length is counted in Unicode code points, so most accented letters and simple emoji count once, while a flag or skin-tone emoji counts more than once. When the limit is reached, the field asks you to remove a tag before adding another.

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Verify

Send a WhatsApp message to the connected number from your phone. On the numbers list, the number shows Healthy and the assigned agent replies in the conversation.