# Connect WhatsApp and reply to customers > Connect a WhatsApp Business number through Meta, then answer chats in the Inbox. Outside the 24-hour service window, you must send an approved template. Source: https://useline.io/help/messaging/whatsapp Section: Messaging channels Last updated: 2026-11-06 Plans: Pro, Business Roles: Owner, Admin 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 1. Go to **Channels**, then open **WhatsApp**. 2. Select **Connect a number**. 3. Select a setup path. 4. Choose the number. For a new account, select **A Line number** or **Another mobile number**. 5. Select **Continue**. 6. Read the requirements. Copy the number that Line shows. Meta asks you to type it. 7. Select **Continue with Facebook**. 8. In the Facebook window, choose or create the business account and verify the number. 9. 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 1. Open **Inbox**. To see only WhatsApp, select **WhatsApp** under **Views**. 2. Select the conversation. 3. 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: 1. In **Approved template**, select **Choose a template**, then select a template. 2. Fill in each value field. 3. Check the preview. 4. 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](https://useline.io/help/messaging/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. ## Related articles - [Use message templates](https://useline.io/help/messaging/message-templates.md): Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [WhatsApp messages do not arrive](https://useline.io/help/troubleshooting/whatsapp-not-receiving.md): Check the number status in Channels > WhatsApp. A Disconnected or Failed number needs Reconnect. Outside the 24-hour window, send an approved template. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text.