Skip to content
ChaosDesk Support

Connect WhatsApp

Updated Nov 9, 2026

Available on: Starter, Growth, Pro, Enterprise. This feature is in beta: it is still being built and may change.

Customers write to your WhatsApp Business number and each conversation becomes a ticket. Agents reply from the ticket and the customer gets the answer in WhatsApp.

ChaosDesk uses the WhatsApp Business Cloud API from Meta, through our own Meta app. You go through Meta's signup once and there are no tokens to copy.

Before you start

  • You are an administrator in ChaosDesk.
  • You have a Facebook business account, and a phone number that can receive an SMS or a call and is not already used by a WhatsApp account.

Connect your number

  1. Open Admin Center, Channels, Messaging.
  2. Under Connect a channel, choose Connect WhatsApp.
  3. Meta's signup opens. Pick or create the business, the WhatsApp Business account and the number.
  4. You come back to ChaosDesk. One channel is created per number, and your approved templates are synced straight away.

Send a WhatsApp message to your number to test it: a ticket appears in your views.

Credentials are stored encrypted and never shown again. The webhook lives on our Meta app, so there is nothing to configure at Meta afterwards. Channel status on the same page shows the last message in and out, recent errors and whether Meta still accepts the connection.

If you do not see Connect WhatsApp, Meta's signup is not configured on your installation. An admin can then add the channel by hand instead, with the number's own phone number id, access token, app secret, verify token and WhatsApp Business account id, and point Meta's callback URL at the channel's Webhook URL.

The 24 hour window

WhatsApp only allows free-text replies for 24 hours after the customer's last message. The ticket shows Reply window open until a time. After that, free-text replies are blocked and you send an approved template instead. You can write and submit templates from ChaosDesk itself. See Send WhatsApp message templates.

WhatsApp message fees from Meta are charged to your own WhatsApp Business account. ChaosDesk counts the messages it sends, so you see them on your usage page, and charges nothing for them.

Answer and end conversations

A new conversation shows Waiting for an agent. Choose Accept to take it, Transfer to move it to another group, or Conclude to end it. Concluding can send a satisfaction survey with Good and Bad buttons in the chat.

Related

Was this article helpful?

Still need help?

Submit a request