The WhatsApp Business API is Meta's official solution for businesses that need to communicate with customers at scale on WhatsApp. Unlike the QR-code-based unofficial integration, the Business API runs in the cloud -- no phone dependency, no dropped connections, and full access to features like template messages and broadcast campaigns.
Chatmo supports two connection methods: Cloud API (standard) and Coexistence (phone number sharing), giving you flexibility depending on how your business uses WhatsApp.
Why Use the Business API?
If you are serious about WhatsApp as a customer communication channel, the Business API is the right choice:
- Cloud-based -- no phone needs to stay online
- Template messages -- reach customers outside the 24-hour session window
- Higher throughput -- send and receive thousands of messages without throttling
- Official support -- fully sanctioned by Meta, with no risk of account restrictions
- Green tick verification -- eligible businesses can get the verified badge
- Rich message types -- interactive buttons, list messages, and more
- Coexistence option -- keep using your personal WhatsApp alongside the Business API
Prerequisites
Before connecting the WhatsApp Business API to Chatmo, you need:
- A Meta Business Suite account -- create one at business.facebook.com if you do not have one already.
- A verified business -- Meta requires business verification. This involves submitting official documents (business registration, utility bills, etc.) through the Business Manager.
- A phone number -- the number you want to use for WhatsApp Business. For the standard Cloud API method, this number must not be registered on WhatsApp or the WhatsApp Business app. For Coexistence mode, the number can remain active on WhatsApp.
- An active Chatmo subscription -- the WhatsApp Business API channel is available on paid plans.
For the standard Cloud API connection, the phone number you register cannot be used simultaneously on the regular WhatsApp app. If you need to keep using WhatsApp on the same number, use the Coexistence method instead.
Connection Methods
Chatmo offers two ways to connect the WhatsApp Business API. Both start from the same place in the dashboard -- you choose which method during the initial connection flow.
Method 1: Cloud API (Standard)
This method dedicates the phone number entirely to the Business API. Use this if you want to register a new number or a number that is no longer active on the regular WhatsApp app.
Step 1. Open the Channel menu in the Chatmo sidebar.
Step 2. Select the WhatsApp Business category from the left panel.
Step 3. Click the Add WhatsApp Business Account button in the main area.
Step 4. A Connect WhatsApp Business popup appears. You will see two options:
- Register New Phone Number -- connect via WhatsApp Cloud API (standard method)
- Use Existing WhatsApp Business App -- connect via WhatsApp Coexistence
Select Register New Phone Number to proceed with Cloud API.
Step 5. A Facebook Business popup opens. Click Continue to proceed with authentication.
Step 6. You will see two dropdowns:
- Business Portfolio -- select your Facebook Business Portfolio
- WhatsApp Business Account -- select an existing WhatsApp Business Account, or choose Create a WhatsApp Business Account if you do not have one yet
Step 7. Click Next. The Add your WhatsApp phone number page appears with two options:
| Option | Description |
|---|---|
| Use a display name only | No specific phone number is required. WhatsApp creates a virtual number that only shows your business name. Suitable for testing or businesses without a dedicated number. |
| Use a new or existing WhatsApp number | Register a specific phone number for the Business API account. Customers will see your actual phone number and can reach you directly through it. Suitable for businesses that want customers to recognize their number. |
Choose the option that fits your business needs.
Step 8a. If you chose Use a display name only:
- Fill in the WhatsApp business display name field with the business name you want to show
- This name is what customers will see when they receive messages from you
Step 8b. If you chose Use a new or existing WhatsApp number:
- Enter the country code and the phone number you want to register
- This number must not be currently active on the WhatsApp or WhatsApp Business app
Step 9. After clicking Next, a confirmation screen appears where the Chatmo.io app requests access to your WhatsApp Business account. Review the permissions being requested, then click Confirm to grant access.
Step 10. Once access is granted successfully, a Facebook popup displays the message "Your account is connected to chatmo.io". Click Finish to complete the connection process.
Step 11. The process is complete. Chatmo automatically creates the new channel and redirects you to the channel detail page.
If you are just getting started and not sure which number to use, choose Use a display name only first. You can always add a phone number later through Meta Business Suite.
Method 2: Coexistence (Phone Number Sharing)
Coexistence mode lets you use a phone number that is already active on the WhatsApp Business app while simultaneously connecting it to the Business API through Chatmo. In other words, you do not need to give up the number from the WhatsApp Business app on your phone.
Step 1. Open the Channel menu in the Chatmo sidebar.
Step 2. Select the WhatsApp Business category from the left panel.
Step 3. Click the Add WhatsApp Business Account button.
Step 4. In the Connect WhatsApp Business popup, select the second option: Use Existing WhatsApp Business App (WhatsApp Coexistence).
Step 5. A Facebook Business popup opens. Click Continue to proceed.
Step 6. You will see two dropdowns:
- Business Portfolio -- select your Facebook Business Portfolio
- WhatsApp Business Account -- in this dropdown, select Connect a WhatsApp Business App
Step 7. The phone number input page appears: Enter your WhatsApp Business phone number. Enter the country code and the WhatsApp Business number you want to connect.
Step 8. To import contacts and WhatsApp message history, scan the QR code displayed on screen.
Step 9. Open the WhatsApp Business app on your phone. Check for an incoming message from Facebook Business -- you will receive a notification to connect your account.
Step 10. In the WhatsApp Business app, tap the Connect to the Business Platform button to continue the onboarding process.
Step 11. Tap the Confirm button in the app to grant permission for sharing chat history with the business platform.
Step 12. The process is complete. Your WhatsApp Business account is now connected to Chatmo through Coexistence mode. You will be redirected to the channel detail page.
When using Coexistence mode, the channel detail page will show a Coexistence: Yes flag indicating that the number is shared between the WhatsApp Business app and the Business API. You can continue to send and receive messages from both platforms simultaneously.
Make sure the WhatsApp Business app on your phone remains installed and active when using Coexistence mode. Uninstalling the app or logging out of the account could affect the Business API connection.
Channel Detail Page
After connecting your WhatsApp Business API account, the channel detail page is where you manage all settings for the connection.
Basic Settings
- Channel Name -- an editable text field where you set the display name for this channel within Chatmo (e.g., "Customer Support WA" or "Sales WhatsApp").
- Channel Status -- toggle between Active and Inactive. When inactive, the channel stops receiving messages.
- Chat Link -- a read-only link in the format
https://wa.me/yourphonenumberthat you can share with customers to start a conversation.
WhatsApp Business Account Info
This section displays read-only information synced from Meta. You cannot edit these fields directly in Chatmo -- they are managed through your Meta Business Suite.
- WABA ID -- your WhatsApp Business Account identifier
- WABA Name -- the name of your WhatsApp Business Account
- Phone Number ID -- the unique ID assigned to your phone number
- Display Phone Number -- the phone number shown to customers
- Verified Name -- your Meta-verified business name
- Quality Rating -- Meta's quality score for your account (based on customer feedback and message engagement)
- Coexistence -- flag indicating whether this number is shared with the WhatsApp app
- Profile Picture -- the current profile picture associated with the account
Click the Sync Profile button to refresh this information from the WhatsApp API if you have made changes through Meta Business Suite.
Business Profile
The Business Profile section contains editable fields that your customers see when they view your WhatsApp business contact. Click the edit button to open the profile editing modal.
- Description/About -- a text area where you describe your business. This appears in your WhatsApp profile.
- Website URLs -- add one or more website links for your business.
- Email Address -- your business contact email (validated for proper format).
- Vertical/Category -- select your business category from a dropdown with options such as AUTO, BEAUTY, EDU, FINANCE, HEALTH, RETAIL, RESTAURANT, and more.
- Profile Picture -- upload or update your business profile picture.
Keep your business profile complete and up to date. Customers often check the About section and website links before starting a conversation. A complete profile builds trust.
AI Agent Assignment
You can assign an AI Agent to automatically handle incoming conversations on this channel.
- Use the searchable dropdown to find and select an AI Agent. The dropdown supports pagination for accounts with many agents.
- Select OFF to disable AI agent handling on this channel.
When an AI Agent is assigned, it will automatically respond to incoming messages based on its configuration. You can change or disable the AI Agent at any time.
Template Messages
Template messages are pre-approved message formats that let you contact customers outside the 24-hour session window. In Chatmo, templates are managed through the Broadcast section, not on the channel page.
Creating a Template
- In the sidebar, navigate to Broadcast > Template Message.
- On the template creation page, fill in the following:
- Channel -- select the WhatsApp Business channel this template belongs to from the dropdown.
- Language -- choose the template language from the searchable dropdown.
- Template Category -- select one of three categories using the radio buttons:
- MARKETING -- promotions, offers, product announcements
- UTILITY -- order updates, confirmations, reminders
- AUTHENTICATION -- OTP codes, login verification
- Template Name -- a lowercase identifier using only letters, numbers, and underscores (e.g.,
order_confirmation).
Template Content
Header (optional) -- choose from the following types:
- NONE -- no header
- TEXT -- a text header
- IMAGE -- an image header
- VIDEO -- a video header
- DOCUMENT -- a document attachment
- LOCATION -- a location pin
Body -- the main message content. The body editor includes:
- A formatting toolbar with bold, italic, strikethrough, and monospace options
- An emoji picker
- Variable insertion -- add dynamic placeholders like
{{1}},{{2}}that get replaced with actual values when sending
Footer (optional) -- a short line of text displayed at the bottom of the message.
Buttons (optional) -- add interactive buttons to your template:
- QUICK_REPLY -- up to 10 quick reply buttons
- VISIT_WEBSITE -- up to 2 URL buttons
- CALL_PHONE_NUMBER -- up to 2 phone call buttons
Authentication Section (for AUTHENTICATION category only):
- Code delivery type configuration
- Security recommendation toggle
- Code expiry time setting
Message Validity Period (optional) -- set how long the message remains valid for delivery.
Submitting for Approval
When your template is ready, you have two options:
- Save Draft -- save the template without submitting to Meta. You can continue editing later.
- Send for Approval -- submit the template to Meta for review.
Meta reviews every template before it can be used. Review typically takes a few minutes to 24 hours. You can track the status (Pending, Approved, Rejected) in the template list.
Start with utility templates (order confirmations, appointment reminders). These have the highest approval rates because they provide clear customer value.
Session Messaging vs. Template Messaging
Understanding the difference between these two modes is key to using the WhatsApp Business API effectively.
Session Messaging (Free-form)
- Available when the customer has messaged you within the last 24 hours
- You can send any type of message -- text, images, files, etc.
- No template required
- The 24-hour clock resets every time the customer sends you a message
Template Messaging (Structured)
- Required when the 24-hour window has closed
- Must use a pre-approved template
- Can include variable content but the structure is fixed
- Each template message opens a new 24-hour session window
An active back-and-forth conversation never hits the session limit because the 24-hour window resets with every customer message.
Pricing
The WhatsApp Business API uses a conversation-based pricing model set by Meta. Chatmo does not add additional per-message fees -- you pay Meta's rates plus your Chatmo subscription.
| Conversation Type | Who Initiates | Pricing Tier |
|---|---|---|
| Marketing | Business (using marketing template) | Highest rate |
| Utility | Business (using utility template) | Medium rate |
| Authentication | Business (using authentication template) | Medium rate |
| Service | Customer initiates | Lowest rate |
Key points about pricing:
- A "conversation" is a 24-hour messaging window, regardless of how many messages are exchanged within it.
- You are charged per conversation, not per message.
- Rates vary by country. Check Meta's pricing page for current rates in your region.
- Free tier -- Meta provides 1,000 free service conversations (customer-initiated) per month per WhatsApp Business Account.
- Service conversations (customer-initiated) are the most affordable category.
To minimize costs, encourage customers to message you first through website chat buttons, QR codes, or Click to WhatsApp ads. Customer-initiated service conversations fall under the free tier (up to 1,000 per month).
Advantages Over the Unofficial Integration
If you have been using the unofficial QR-code-based WhatsApp channel and are considering the upgrade, here is what you gain:
| Feature | Unofficial (QR Code) | Business API |
|---|---|---|
| Phone dependency | Phone must stay online | Cloud-based, no phone needed |
| Template messages | Not available | Full template support |
| Account risk | Potential restrictions | Officially sanctioned by Meta |
| Green tick badge | Not available | Available for verified businesses |
| Message throughput | Limited | Thousands per day |
| Coexistence | N/A | Share number with WhatsApp app |
| Session stability | Depends on phone connection | Enterprise-grade reliability |
Best Practices
-
Complete your business profile -- fill in all fields including description, website, email, and category. A complete profile increases customer trust.
-
Keep templates concise and valuable -- Meta favors templates that are straightforward and provide genuine value. Avoid spammy language.
-
Use the correct template category -- do not try to send marketing content using a utility template. Meta will reject it, and repeated misuse can affect your account standing.
-
Monitor your quality rating -- Meta assigns a quality score based on customer feedback. Check this regularly on the channel detail page using the Sync Profile button.
-
Include opt-out instructions -- add "Reply STOP to unsubscribe" or similar language in marketing templates. Meta may reject templates without opt-out mechanisms.
-
Respond within the 24-hour window -- train your team to resolve issues during the free session window when possible to avoid template costs.
-
Leverage AI Agents -- assign an AI Agent to your channel to handle common queries automatically, reducing response times and workload.
Next Steps
- Learn how to create broadcast campaigns in the Broadcast section.
- Explore other channel integrations like Instagram or Facebook Messenger.
- Return to the Channels Overview to see all available options.