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INTEGRATIONS - WhatsApp Configuration

WhatsApp integration with Qargo, this guide walks through the necessary requirements and steps to setup the integration.

Arynne Hargreaves avatar
Written by Arynne Hargreaves
Updated over 2 weeks ago

🔔 To make use of the integration you need to have your own WhatsApp business account.

Configure the WhatsApp integration

This guide will help you set up your WhatsApp Business Account through our TMS platform's embedded signup flow. This process allows your transport company to:

  • Create and manage your own WhatsApp Business Account (WABA)

  • Send messages to drivers and manage communication at scale

  • Maintain full ownership and control of your WhatsApp business assets

Time Required: Approximately 15-30 minutes

Please read each section thoroughly to ensure a successful setup.

Prerequisites

Before starting the embedded signup process, ensure you have:

1. Meta Business Account

2. Valid Phone Number

  • A dedicated business phone number for WhatsApp

  • Must be able to receive SMS or voice calls for verification

  • Can be a landline number (e.g. starting with 09 for Belgium)

  • Cannot be currently registered with WhatsApp Business App or personal WhatsApp

  • If using an existing WhatsApp number, you must delete the WhatsApp account first

This will also delete your message history and all your contacts, don’t do this with a personal WhatsApp account.

If you do not have a phone number available that is not linked to an existing WhatsApp account, we suggest getting an eSIM (if your phone support it). The eSIM must have a phone number attached to it, eSIMs that only offer data won’t work. Another option would be to get a second physical SIM.

3. Business Information Ready

  • Legal business name

  • Business address

  • Business website URL

  • Business email address

  • Business category (e.g., "Transportation/Logistics")

4. Business Verification Documents (for full access)

  • Business registration documents

  • Tax identification numbers

  • Utility bills or bank statements (for address verification)

5. Technical Requirements

  • Modern web browser (Chrome, Firefox, Safari, or Edge)

  • Stable internet connection

  • Pop-up blockers disabled for the signup process

Pre-Onboarding Checklist

Complete these tasks before starting the embedded signup:

  • [ ] Prepare Your Phone Number

    • If using an existing WhatsApp number, delete the account from WhatsApp app

    • Ensure the number can receive SMS or voice calls

  • [ ] Disable Two-Factor Authentication

    • If the number was previously used with WhatsApp, ensure 2FA is disabled

    • This can be done through WhatsApp Settings > Account > Two-step verification

  • [ ] Verify Meta Business Manager Access

    • Log into https://business.facebook.com

    • Ensure you have admin access to the correct Business Manager

    • Note: Verified Business Managers can have more than 2 phone numbers

  • [ ] Prepare Business Information

    • Have all business details readily available

    • Ensure website is active and accessible

    • Prepare a business description (for profile setup)

  • [ ] Clear Browser Cache

    • Clear cookies and cache for Facebook/Meta domains

    • Disable ad blockers temporarily

Step-by-Step Embedded Signup Process

Step 1: Initiate the Embedded Signup

  1. Log into Qargo with an admin account

  2. Navigate to Configuration > Organisation settings > WhatsApp configuration

  3. Click on "Link Whatsapp Business Account"

  4. You'll see a "Login with Facebook" button - click it to begin

‼️ A new window or tab will open. Ensure pop-up blockers are disabled.

Step 2: Authenticate with Meta

  1. Login to Facebook/Meta

    • Enter your Facebook credentials

      • You might need to perform 2-factor authentication

    • Use the account that has admin access to your Meta Business Manager

  2. Grant Permissions

    • Click "Get Started" to connect your account

    • Review the permissions being requested

    • Click "Continue" to proceed

‼️ Important ‼️

Do not keep the embedded signup window open for more than 1 hour, as the session will expire.

Step 3: Select or Create Business Portfolio

  1. Choose Business Portfolio

    • Select your existing Meta Business Portfolio from the dropdown

    • Or create a new one if this is your first setup

Critical: Choose your Business Manager carefully, as it cannot be changed after the number is registered.

Step 4: Set Up WhatsApp Business Account

You have two options:

Option A: Create New WABA (First-time users)

  1. Select "Create a new WhatsApp Business Account"

  2. Enter the following information:

    • WhatsApp Business Account Name: Your company name

    • WhatsApp Business Display Name: Name visible to customers

    • Category: Select "Transportation" or most relevant category

  3. Click 'Next'

Option B: Use Existing WABA (Returning users)

  1. Select your existing WABA from the dropdown

  2. Create a new WhatsApp Business Profile for the new number

  3. Click 'Next'

Step 5: Add and Verify Phone Number

  1. Enter Phone Number

    • Use international format with country code (e.g., +1234567890)

    • Do not include spaces or special characters

  2. Choose Verification Method

    • SMS (Recommended): You'll receive a 6-digit code via text

    • Voice Call: You'll receive a call with the verification code

  3. Enter Verification Code

    • Input the 6-digit code received

    • Click "Verify" to confirm

Troubleshooting: If you don't receive the code within 5 minutes, try the alternative verification method.

Step 6: Configure Business Profile

  1. Business Information

    • Upload business logo (recommended: 640x640px, PNG or JPG)

    • Add business description (up to 512 characters)

    • Select business hours (optional)

    • Add business website URL

  2. Contact Information

    • Confirm business email

    • Add additional contact methods if needed

  3. Review and Confirm

    • Review all entered information

    • Click "Finish" to complete setup

Step 7: Complete Integration Setup

After Meta verification, you'll be redirected back to the TMS platform:

  1. Confirm Phone Number

    • Verify the phone number is displayed correctly

  2. Create PIN

    • Set a 6-digit PIN for future administrative actions

‼️ Important ‼️

Save this PIN securely - it cannot be retrieved later

When re-authenticating you need to provide the same PIN you chose here, so it’s important that you remember it.

To change the two-step verification PIN on a WhatsApp Business account, you need to access WhatsApp Manager, navigate to Account tools > Phone numbers, and then select the specific phone number. From there, go to the Two-step verification settings and choose the "Change PIN" option

Post-Onboarding Setup

1. Add a valid payment method

‼️ Important ‼️

You won’t be able to initiate conversations with your drivers without this step.

To send template messages to open conversations with your drivers, a valid payment method will need to be added to your WhatsApp business account. This can be done in the Facebook billing hub: https://business.facebook.com/billing_hub. Under Payment methods > WhatsApp Business accounts you’ll then need to select your business account:

2. Complete Business Verification (Within 30 days)

To unlock full messaging capabilities:

  1. Go to Meta Business Manager: https://business.facebook.com

  2. Navigate to Business Settings > Business Info

  3. Click "Start Verification"

  4. Submit required documents:

    • Business registration certificate

    • Tax documents

    • Utility bills or bank statements

📚 Until verified, you're limited to 250 unique conversations per day.

Troubleshooting

1. Phone Number Verification Fails

Issue: Not receiving verification code

Solutions:

  • Ensure number can receive SMS/calls

  • Try alternative verification method

  • Check if number is blocked by carrier

2. Business Manager Not Verified

Issue: Limited to 2 phone numbers

Solution:

  • Complete business verification in Meta Business Manager

  • Submit all required documents

  • Allow 2-3 business days for review

4. Session Timeout

Issue: Embedded signup session expires

Solution:

  • Complete signup within 60 minutes

  • Have all information ready before starting

  • Clear browser cache and restart if needed

5. Number Already Registered

Issue: Phone number is already associated with WhatsApp

Solution:

  • Delete existing WhatsApp account first

  • Wait 24 hours before attempting signup

  • Contact previous provider to release number (if applicable)

FAQs

Why do I need a Facebook account for WhatsApp integration?

WhatsApp is owned by Meta (formerly Facebook), so a Facebook account is required for authentication. The Facebook account you use to set up the WhatsApp business account becomes the admin account, allowing you to manage your WhatsApp business settings. As an admin, you can add other accounts with different roles to the WhatsApp business account.

Do I need a new phone number?

It depends on your current situation:

  • If your company already has a business phone number that is not linked to any WhatsApp account, you can use this existing number

  • If your number is already linked to a WhatsApp account, you will need a new number

  • For testing or implementation without purchasing a second physical phone, we recommend using an eSIM if your device supports both eSIM and physical SIM simultaneously

How can we share access to the WhatsApp Business account within our company?

Once your WhatsApp Business account is set up by an admin, that admin can grant access to other team members by adding them with appropriate roles through the Meta Business Manager. This allows multiple team members to manage conversations without sharing phone devices.

This addition should help clarify the most common questions that arise during the setup process and prevent similar questions in the future.

I get an error message stating “Maximum amount of phone numbers reached”

An unverified WhatsApp business account can only have up to 2 linked phone numbers. If you want to add another one you can:

  • Verify your WhatsApp business

  • Remove one of the existing numbers

Do I have to pay for messages that I send to drivers?

Qargo does not charge to use the WhatsApp integration. However, WhatsApp charges may be incurred and paid directly to Meta.

  • If the driver sends an initial message, you can send / receive messages for free within a 24hour period. Any message received from the driver will act as a 'refresh' to the timeframe.

    • All conversation history is retained in the app.

  • If a Qargo User initiates a 'Template Message' to start a conversation with a driver, this will incur a WhatsApp charge (2cents).

    • This will be charged to the credit card linked to the Meta business account.

Message drivers through WhatsApp in Qargo

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