Which method is right for you?
| Your situation | Use |
|---|---|
| You are on Chatwoot Cloud and connecting a new number | Quick setup with Meta (page 3) |
| Your number is in the WhatsApp Business app and you want to keep using the app on your phone | Quick setup with Meta and choose to connect your existing app (page 3). This is called Coexistence. |
| Your number is already on the WhatsApp Business Platform (API), you are a tech provider onboarding your own number, or you are self-hosted | Manual setup (page 4) |
| You already send SMS or WhatsApp through Twilio and want to keep billing there | Twilio (page 5). Note that campaigns and calling are not available with Twilio. |
Not sure which features you need? Check Your connection method decides what you can use in WhatsApp in Chatwoot.
Before you start (all methods)
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You are an administrator in Chatwoot.
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For WhatsApp Cloud API: you can sign in to Facebook with an account that is an admin of the Meta business portfolio that owns (or will own) the WhatsApp Business Account.
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Your number can receive a verification SMS or voice call. Landlines need voice verification. Numbers that answer with an automated phone menu (IVR) are not supported by Meta.
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You have your business details ready, and a display name that follows Meta's display name guidelines. See Display name in Manage your WhatsApp number.
Can I switch methods later?
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Quick setup to manual setup: possible in some cases, without losing conversations. Chatwoot support checks eligibility first, and it is not available for numbers using Coexistence (the WhatsApp Business app). See Move a Quick setup inbox to manual setup.
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Manual setup to Quick setup: not available from the dashboard.
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Between Twilio and WhatsApp Cloud API: this means creating a new inbox. Conversations stay in the old inbox.
Start
Go to Settings › Inboxes › Add Inbox › WhatsApp. You will see two choices:
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WhatsApp Cloud: Quick setup with Meta (or manual setup, via the link at the bottom of that screen)
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Twilio
