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Whatsapp Onboarding Process

Airgentic Help

WhatsApp Onboarding Process

This guide explains the typical process for connecting your Airgentic service to WhatsApp.

WhatsApp onboarding is a joint process between your organisation, Airgentic, Meta, and Twilio. Some steps are technical, but the main thing your team needs to prepare is the correct Meta business access, the right phone number, and someone authorised to approve the setup.

Who Is Involved

Role What they do
Your business or service owner Confirms the use case, display name, launch timing, and approval to use WhatsApp.
Your Meta Business Manager admin Completes Meta Embedded Signup and business verification if required.
Your digital or IT team Confirms phone number ownership, website/content readiness, privacy requirements, and any launch constraints.
Airgentic Configures the Airgentic service, connects WhatsApp through Twilio, and runs verification tests with you.
Meta Owns WhatsApp business approval, display name rules, business verification, quality rating, and messaging limits.
Twilio Provides the WhatsApp connectivity used by Airgentic.

Before You Start

Please confirm the following before beginning onboarding:

  • Business name and display name. Decide what name users should see in WhatsApp.
  • Phone number. Confirm which number will be used for WhatsApp.
  • Meta access. Make sure the right person can access the organisation's Meta Business Portfolio.
  • Business verification. Check whether your Meta business verification is complete or needs to be completed.
  • Content readiness. Confirm the Airgentic service has the right pages, documents, prompts, and escalation wording.
  • Privacy and records. Confirm how WhatsApp conversations should fit into your privacy, records, and customer-service processes.

If you want live WhatsApp calling, Airgentic will also check whether the WhatsApp account meets Meta's calling eligibility requirements.

Step 1 - Confirm the Service and Use Case

Airgentic will confirm:

  • Which Airgentic service should receive WhatsApp messages and calls.
  • Whether the channel should support text, voice notes, live calls, or all three.
  • Whether source links should be included in replies.
  • Whether the same prompts and knowledge sources should be used as the website assistant.
  • Which launch and support contacts should be involved.

This is also the right time to confirm any disclaimers, escalation instructions, or handoff rules that should appear in WhatsApp responses.

Step 2 - Prepare Meta and the Phone Number

Your organisation will need a Meta Business Portfolio and WhatsApp Business Account setup path. In most cases, this is completed using Meta Embedded Signup from the Airgentic admin console.

During this process, your authorised Meta user may need to:

  1. Sign in with a Meta account that has access to the organisation's business portfolio.
  2. Select or create the WhatsApp Business Account.
  3. Enter or select the phone number that will be used for WhatsApp.
  4. Verify the phone number using the one-time code process.
  5. Confirm the WhatsApp display name.
  6. Grant the required permissions so Airgentic can connect the WhatsApp number to your service.

If your number is already used with another WhatsApp product, it may need to be released or migrated before it can be connected.

Step 3 - Complete Airgentic WhatsApp Registration

Airgentic uses the WhatsApp onboarding screen in the admin console to connect the WhatsApp sender to your service.

The onboarding screen records:

  • The service being connected.
  • The WhatsApp phone number.
  • The WhatsApp Business Account details returned by Meta.
  • The Twilio connection used to receive messages and calls.
  • The webhooks used for inbound messages, delivery status, and live calls.

Once this is complete, the Airgentic service can receive WhatsApp text messages and voice notes.

Step 4 - Enable Live Calling, If Required

If your package or project includes live WhatsApp calls, Airgentic will enable calling for the sender after the messaging setup is complete.

Live calling allows users to call the WhatsApp business number and speak with the Airgentic voice agent. When source links are available, Airgentic can also send the written answer and links back into the WhatsApp chat thread.

Calling may depend on Meta eligibility requirements, including business verification and messaging-limit status. If these are not yet available, messaging can usually be launched first while calling is enabled later.

Step 5 - Test the WhatsApp Channel

Airgentic will run a verification checklist with your team before launch.

Typical checks include:

  • Send a text question and confirm the answer is correct.
  • Confirm source links are included where expected.
  • Send a voice note and confirm it is understood.
  • Place a live WhatsApp call, if enabled.
  • Confirm the written answer and links appear in the WhatsApp thread after a call.
  • Confirm the display name and number appear correctly in WhatsApp.
  • Confirm usage and insights are recorded as expected.

Testing should include realistic customer questions, not just simple test phrases.

Step 6 - Prepare for Launch

Before publishing the WhatsApp number, confirm:

  • The responsible support or operations team knows the channel is live.
  • Any public website, email, poster, QR code, or campaign material uses the correct number.
  • Users know whether WhatsApp is for general information, support, service requests, or another purpose.
  • The team has agreed what to do if users ask questions the agent cannot answer.
  • Your privacy notice or terms explain how WhatsApp interactions are handled, if required.

Common Delays

The most common onboarding delays are:

  • The right Meta Business Manager admin is not available.
  • Business verification is incomplete.
  • The phone number is already attached to another WhatsApp account.
  • The proposed display name does not meet Meta's requirements.
  • The service content or prompts are not ready for realistic customer questions.
  • Live calling eligibility has not yet been approved by Meta.

Airgentic will help identify which items apply to your setup.

After Onboarding

After launch, your team should monitor:

  • The quality of answers.
  • Questions that need improved content or prompts.
  • User adoption and repeat usage.
  • Any escalation or handoff needs.
  • WhatsApp quality or messaging-limit notices from Meta.

If your organisation changes the phone number, display name, Meta business ownership, or service scope, contact Airgentic before making changes so the WhatsApp connection can be reviewed.

Next: WhatsApp Overview

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