"How to Connect WhatsApp Cloud API to On-Chat"

Introduction

WhatsApp Cloud API is Meta's cloud-hosted version of the WhatsApp Business API, allowing businesses to send and receive WhatsApp messages without managing their own server infrastructure. By connecting WhatsApp Cloud to On-Chat, your support team gets a fully managed, scalable WhatsApp inbox with automation, routing, and reporting built in.

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Prerequisites

Before you begin: - An active Meta Business Manager account with admin access - A WhatsApp Business Account (WABA) approved in Meta Business Manager - A verified phone number added and approved in WhatsApp Manager - A System User Access Token with whatsapp_business_messaging permission - Admin access to your On-Chat workspace

Step 1: Open On-Chat channel settings

In your On-Chat workspace go to Settings → Channels → Add Channel and select WhatsApp Cloud from the Social Network Channels section.

Step 2: Enter your Phone Number ID and credentials

From your Meta Business Manager, copy your Phone Number ID and WhatsApp Business Account ID. Paste these into the corresponding fields in On-Chat's WhatsApp Cloud channel setup.

Step 3: Add your System User Access Token

Generate a permanent System User Access Token in Meta Business Manager (Settings → System Users). Grant it the whatsapp_business_messaging and whatsapp_business_management permissions. Paste the token into On-Chat.

Step 4: Set up the webhook in Meta

On-Chat will show you a Webhook URL and a Verify Token. In the Meta Developer portal navigate to your app → WhatsApp → Configuration → Webhook and enter both. Click Verify and Save.

Step 5: Subscribe to message events

Under the webhook settings in Meta, click Manage and subscribe to the messages field. This routes all inbound WhatsApp messages to On-Chat in real time.

Step 6: Verify and activate in On-Chat

Return to On-Chat and click Save Channel. The channel status will show Active once the webhook handshake is confirmed.

Step 7: Create your first inbox

Assign the WhatsApp Cloud channel to an On-Chat inbox. Configure working hours, auto-response messages, and assign agents or teams who will handle incoming conversations.

Step 8: Test with a live message

Send a WhatsApp message to your business number from a personal phone. Confirm it arrives in your On-Chat inbox, then reply to verify outbound delivery.

Best Practices

• Store your System User Access Token securely and rotate it periodically
• Pre-register message templates in Meta for proactive outreach beyond the 24-hour messaging window
• Use On-Chat labels to tag conversations by topic, urgency, or product line
• Enable read receipts to track when customers have seen your replies