Connect WhatsApp and reply to customers
You connect a WhatsApp Business number to Line through Meta. After that, customer WhatsApp messages come into the shared Inbox, and your team replies from there.
Before you start
- To connect a number, you need the Owner or Admin role. Any member can reply to WhatsApp chats.
- Connecting a WhatsApp account is on the Pro and Business plans. On Starter, the connect screen shows a Pro lock. An account that is already connected keeps working.
- You need a Meta account with full control of the Business Portfolio.
- You need your legal business name, address, website and WhatsApp display name.
Choose a setup path
Line offers three paths. The path depends on the state of the number now.
| Path | Use it when | Result |
|---|---|---|
| Set up a new WhatsApp Business Account | The number was never on WhatsApp. | Meta registers the number now. You can use a Line number or another mobile number. |
| Take over an existing WhatsApp Business Account | The number is on WhatsApp with another provider or in the WhatsApp Business app. | The number moves to Line. It stops working with its current provider or app. |
| Connect an existing WhatsApp Business Account | You want to keep the WhatsApp Business app on your phone. | The app and Line share the number. |
Important: For Take over an existing WhatsApp Business Account, turn off two-factor authentication on the WhatsApp account before you start.
For Connect an existing WhatsApp Business Account, have the phone with the latest WhatsApp Business app near you. Meta confirms the connection in the app.
Connect a number
- Go to Channels, then open WhatsApp.
- Select Connect a number.
- Select a setup path.
- Choose the number. For a new account, select A Line number or Another mobile number.
- Select Continue.
- Read the requirements. Copy the number that Line shows. Meta asks you to type it.
- Select Continue with Facebook.
- In the Facebook window, choose or create the business account and verify the number.
- Come back to Line. Line saves the connection and shows WhatsApp setup.
If you use a Line number, Meta sends the verification code to Line. Line shows the code next to the Facebook window. For another mobile number, Meta sends the code to that phone.
You can also start from a Line number: open Channels > Calls, select the number, then select Connect WhatsApp.
Finish the setup checklist
WhatsApp setup shows a checklist:
- Number registered
- Display name approved
- Starter templates submitted
- Payment method added in Meta
- Test message received
Meta charges your business directly for some messages. Add a payment method in Meta: select Meta billing. To test the number, select Send a test message.
To open the checklist again, open the number in Channels > WhatsApp, then select Setup checklist.
Reply in the Inbox
- Open Inbox. To see only WhatsApp, select WhatsApp under Views.
- Select the conversation.
- Type your reply and select Send.
During the service window, you can send text, files and voice notes.
The 24-hour service window
A customer message opens a 24-hour customer service window. During the window, you can send any message. The thread header shows the time that remains, for example "Service window 5h 20m remaining".
When the window closes, the composer shows "The 24-hour WhatsApp service window has closed." You then have two options:
- Send an approved WhatsApp template.
- Wait for the customer to send a new message. This opens a new window.
To send a template after the window closes:
- In Approved template, select Choose a template, then select a template.
- Fill in each value field.
- Check the preview.
- Select Send.
The list shows only templates that Meta approved for that number's WhatsApp Business account. To make a template, see Use message templates.
Read receipts
Line tells the customer that you read a message only when a person opens the conversation. Until then, the customer sees grey ticks.
Manage a connected number
Open Channels > WhatsApp and select the number. The number has four tabs:
| Tab | What it holds |
|---|---|
| Configuration | Channel label, chat link, status, verified name, quality, messaging limit, Handled by, business profile and address |
| Templates | The WhatsApp templates of the number's WhatsApp Business account |
| Billing | What Meta charges and the Line credits that WhatsApp uses |
| Calls | WhatsApp calls for the number |
The Handled by section shows the workflows that answer messages on the number. Select Edit workflow to change what happens when a message arrives.
Costs
Two parties charge for WhatsApp:
- Meta charges your business directly, with the payment method in Meta.
- Line uses credits from your workspace wallet for messages sent and received.
See current prices at /pricing.
Common problems
The Continue button stays disabled. On Starter, connecting needs the Pro plan. An Owner or Admin can change the plan in Settings > Billing & Usage.
Line shows "Reconnect WhatsApp". Meta disconnected the number. Select Reconnect and complete the Facebook steps again.
You cannot send a free-form reply. The service window is closed. Send an approved template, or wait for the customer to message again.