"getting-started"
"How to Connect WhatsApp Business to On-Chat"
"Connect your enterprise WhatsApp Business account to On-Chat and start automating two-way WhatsApp messaging with your contacts at scale."
Introduction
WhatsApp is the world's most widely used messaging app, with over 2 billion active users. By connecting your enterprise WhatsApp Business account to On-Chat, your team can manage customer conversations, run automated flows, send notifications, and handle support requests — all from a single, unified inbox. This guide walks you through connecting an existing enterprise WhatsApp account to On-Chat.
Keywords: WhatsApp Business API, WhatsApp chatbot, enterprise WhatsApp, WhatsApp automation, connect WhatsApp On-Chat, WhatsApp customer support
Prerequisites
Before you begin, make sure you have: - An approved WhatsApp Business API account (through Meta Business Manager) - A verified Facebook Business Manager account - A dedicated phone number approved for WhatsApp Business - Admin access to your On-Chat workspace
Step 1: Access your On-Chat channel settings
Log in to your On-Chat workspace. Navigate to Settings → Channels and click Add Channel. From the channel list, select WhatsApp under the Social Network Channels section.
Step 2: Enter your WhatsApp Business credentials
On-Chat will prompt you for your WhatsApp Business API credentials. You will need your Phone Number ID, WhatsApp Business Account ID, and your System User Access Token from Meta Business Manager. Enter these values in the corresponding fields.
Step 3: Configure the webhook
On-Chat will display a Webhook URL and a Verify Token. Copy these values and add them to your WhatsApp Business App configuration in the Meta Developer Portal. Navigate to your app → WhatsApp → Configuration → Webhook and paste the values.
Step 4: Subscribe to webhook events
In the Meta Developer Portal, subscribe to the following webhook events under your WhatsApp integration: messages, messaging_postbacks, and message_deliveries. This ensures On-Chat receives all inbound messages and status updates.
Step 5: Verify the connection in On-Chat
Return to On-Chat and click Verify Connection. If your credentials and webhook are configured correctly, the channel status will change to Connected.
Step 6: Assign the channel to an inbox
Once connected, assign your WhatsApp channel to one or more On-Chat inboxes. Go to Settings → Inboxes, select the WhatsApp channel, and configure agent assignments, auto-reply messages, and business hours.
Step 7: Send a test message
Using a personal WhatsApp account, send a message to your WhatsApp Business number. The message should appear in your On-Chat inbox within seconds. Reply from On-Chat to confirm two-way messaging is working.
Best Practices
- Always get opt-in consent from contacts before messaging them on WhatsApp
- Use message templates for outbound notifications (required by WhatsApp policy for messages sent outside the 24-hour window)
- Set up auto-replies for off-hours in On-Chat's inbox settings
- Monitor your message quality rating in Meta Business Manager to maintain good delivery rates