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What is this?

This is the WhatsApp view of Channels — open it from the WhatsApp card, or go straight to /channels?channel=whatsapp. It’s where you connect a WhatsApp Business number, see how healthy it is, see who pays Meta for its messages, change its settings, and disconnect it.
Adding a number needs the Channels permission and a plan that includes WhatsApp. If your plan’s channel limit is reached, Add new WhatsApp account is disabled and its tooltip says to upgrade.

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What can I do here?

  • Connect a number — your own Meta app, one-click sign-up, or the platform’s credit line
  • See the number’s health, messaging limit and billing type at a glance
  • Update the business profile, username, verification, display name and phone registration
  • Set up calling, check subscribed apps, and set max-price visibility
  • Retry or convert a credit line, or change the billing currency
  • Disconnect the number without deleting the channel

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How to use it

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Basic use — connect your first number

  1. Open Channels → WhatsApp and click Add new WhatsApp account. (If the active channel has no number yet, the card also offers Add WhatsApp to this channel.) The counter beside it (for example 1/3) is how many channels your plan allows.
  2. In Choose Integration Method, pick one of the options your platform offers:
  3. Finish the Meta sign-up (Tech Provider / Partner and Solution Partner), or for Direct Cloud API fill in Add New WhatsApp Channel: Phone Number, Phone Number ID (Meta Business Suite → WhatsApp), WhatsApp Business Account ID (WABA), Access Token (a permanent token from Meta — required), and optionally Business Manager ID. Click Create Channel.
You only see the options your platform administrator has switched on. If Solution Partner is missing, credit line isn’t enabled for your platform; if none are shown, contact your administrator — see WhatsApp OAuth.

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What the number’s card shows

Once connected, the card shows:
  • The channel name, with pills — Active (it’s the active channel), Meta standby (a Meta Business Agent is answering new conversations), and MM Lite (Marketing Messages Lite is available).
  • The phone number and, when Meta provided it, the display name.
  • A messaging limit pill (for example 1,000 customers / 24h), the account currency, and the billing type with — for credit line numbers — the credit line status.
  • The WhatsApp Health panel (below).

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The action buttons

A row of icon buttons sits on the card: In Settings, a saved Access Token is never shown — leave the field blank to keep it, or paste a new one to replace it. Numbers connected through Embedded Signup have no Access Token field, because Meta supplies the token. The More actions menu (three dots) holds: Below the card, Webhook Configuration shows the webhook URL and verify token, lets you save the app secret, and lists your channel and global webhooks with Configure Webhook and Test.

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WhatsApp Health

The health panel checks your number, WhatsApp account and business and says Everything is working, or lists Problems that may block your messages and items that Need attention. It shows message quality, the customers you can message per 24 hours, display-name review, sending speed, payment method, Meta Business Agent and business verification, with copy buttons for the Phone Number ID and Business Manager ID. Each problem has a fix link. Click the refresh icon to check again; Last checked shows when it last ran.

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How the channel is billed

The billing pill on the card says who pays Meta for your messages: For a credit line number, a second pill shows the credit line status:
Sending is blocked on a credit line number until its status is Attached — campaigns can’t be created and messages don’t go out. If it’s Pending, Failed or Not attached, click Retry. You’ll see Credit line attached when it works, or Credit line attach failed with the reason.
If the credit line is Failed, you can click Convert to direct billing. The number stops using the credit line, nothing is charged to your wallet, and you pay Meta directly from then on. You’re asked to confirm, and it can’t be undone from here.

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Disconnect a number

  1. Open More actions on the number’s card and click Disconnect WhatsApp.
  2. Confirm with Yes, disconnect.
Your number and access details are removed and you can no longer send or receive WhatsApp messages on this channel. Your chats and contacts stay. You’ll see WhatsApp disconnected — your chats and contacts were kept. Reconnecting brings them back. To remove the whole channel, use Delete Channel instead (Channels).

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Why Disconnect is greyed out (credit line)

Disconnect WhatsApp is disabled — and Delete Channel too — while the number is on Credit Line (through wallet) billing and its credit line is Attached or Pending. Hover over it to see This number is on credit line billing and can’t be disconnected or deleted. The platform keeps the credit line tied to the number so billing isn’t broken. To disconnect a locked number, wait until it is no longer Pending. If the credit line Failed, you can disconnect it as is, or use Convert to direct billing to keep the number and pay Meta directly. If it is Attached, ask your platform administrator how credit lines are removed on your platform.

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Troubleshooting / Technical Notes

  • Disconnect WhatsApp is greyed out. The number is on credit line billing with an Attached or Pending credit line — see above.
  • Add new WhatsApp account is disabled. You reached your plan’s channel limit, or your plan doesn’t include WhatsApp. The tooltip says which.
  • Health shows problems. Open the fix link next to each problem. A missing payment method or an unaccepted Meta term is the most common cause.
  • Messages aren’t going out on a credit line number. Check the status is Attached and your wallet has balance — see Transactions.
  • I can’t see Change Billing Currency. It’s only for Direct (pay Meta) numbers.
  • The Access Token field is blank. That’s intentional — saved tokens are never shown. Leave it blank to keep the current one.
Last modified on October 30, 2026