All Collections > Channels > WhatsApp Setup

WhatsApp Setup

Joshua Lim-Dec 26, 2025-8 min read

Set up WhatsApp in Relaio and send your first test message.

Overview

WhatsApp connection is designed for medium to large companies that require shared inbox operations, automation, and accountable delivery at scale.

Relaio adds an practical layer on top of connection connectivity, including templates, workflows, reporting, and usage-friendly controls.

If you already use another BSP, migration can be planned without disrupting customer communication.

WhatsApp connection is designed for medium to large companies that require shared inbox operations, AI-driven automation, and accountable delivery at scale.

Relaio adds an practical layer on top of connection connectivity, enabling AI agents to autonomously manage message templates, conversation threads, and real-time CRM updates.

Unlike personal apps, the connection integration allows for multi-channel outreach where your AI voice agents can link directly to WhatsApp messaging campaigns.

What You Need

  • Relaio account with workspace admin rights.
  • Phone number strategy: own number, virtual number, or later assignment.
  • business settings with admin role.
  • Business website and profile details aligned for verification.
  • Policy readiness for templates and quality messaging.
  • business settings access with administrative rights to manage portfolios.
  • A published AI Agent (Voice or WhatsApp) configured within the Relaio platform.
  • Active billing and payment method configured on the connected business account.
  • A verified business website reflecting your brand identity and reachable contact info.
  • business-approved message templates ready for campaign campaigns initiation.
  • Compliance readiness for WhatsApp messaging limits and opt-in policies.

Phone Number

Use your own number when OTP verification and controlled migration are required.

Use business-provided virtual number for rconnectiond onboarding and immediate testing.

Avoid delayed number assignment if you need immediate campaign execution.

WhatsApp needs a dedicated number. You can use your own number or a new one, depending on your setup.

If you want calls and WhatsApp to work together, connect the number from the Channels area.

  • Ensure number is not locked by two-step verification from previous setup.
  • If number exists on personal/business app, follow migration flow first.
  • Validate country and eligibility restrictions before onboarding.
  • Ensure the number is not currently locked by two-step verification from a previous personal or business app setup.
  • Verify country-specific eligibility and regulatory restrictions (e.g., TCPA/GDPR) before assigning a number to an AI outreach campaign.
  • If the number currently exists on a personal WhatsApp app, follow the official migration flow to prevent registration errors.
  • Confirm the phoneNumberId matches the intended business account in Relaio channel settings to avoid delivery failures.

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business settings

  • Confirm admin access level in the target business portfolio.
  • Validate business details, domain, and legal profile fields.
  • Prepare for business verification and billing configuration.
  • Keep ownership and finance stakeholders aligned before launch.
  • Confirm administrative access level in the target business business portfolio to authorize Relaio integration permissions.
  • Ensure legal business details, address, and primary contact exactly match official records to avoid business verification delays.
  • Use a business email domain that aligns with your verified website domain for increased trust and approval speed during the review process.
  • Coordinate with financial stakeholders to attach an active payment method to the business account billing profile to prevent Error 131042.
  • Verify that the business website reflects your brand identity and contains reachable contact info as required by business policy.

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Billing and Status

WhatsApp connection delivery depends on active billing eligibility on the connected business account. Even if other channels are active, WhatsApp delivery can fail if business billing state is incomplete.

A common production error is code 131042 (Business eligibility payment issue), which indicates billing or eligibility problems at business account level.

WhatsApp connection delivery depends on active billing eligibility on the connected business account. Even if other channels are active, WhatsApp delivery can fail if the business billing state is incomplete.

A common production error is code 131042 (Business eligibility payment issue), which indicates billing or eligibility problems at the business account level.

  • Open WhatsApp business settingss and confirm the same business account is used in Relaio channel settings.
  • Check payment method status in business Billing Hub and clear pending dues.
  • Confirm business verification, business info, and legal profile are complete.
  • Re-run template test message after billing updates and wait for business sync.
  • Open WhatsApp business settingss in business settings and confirm the same business account is used in Relaio channel settings.
  • Check the payment method status in the business Billing Hub and clear any pending dues or verification holds.
  • Confirm that your business verification, business info, and legal profile are complete and reflect official records.
  • Re-run a template test message after billing updates and wait for the business sync to recognize the active status.

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Connect to Relaio

  • Go to Workspace Settings > Channels > Add Channel.
  • Choose WhatsApp and click Connect.
  • Authorize Facebook permissions and pick target business assets.
  • Select/create business account, add phone number, verify OTP, and confirm.
  • Complete onboarding and return to Relaio integration status.

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Send a Test Message

  • Generate chat link and initiate test message.
  • Verify inbound message appears in Relaio Inbox.
  • Send reply from Inbox and confirm status update callbacks.
  • Check delivery, read, and failure logs for completeness.
  • Generate a chat link and initiate a test message to verify the connection between business and Relaio.
  • Confirm that the inbound message appears in the Relaio Inbox and is correctly linked to a CRM contact record.
  • Send a manual reply from the Inbox to confirm that outbound status callbacks are functioning as expected.
  • Check the delivery, read, and failure status indicators in the log table to ensure complete communication visibility.

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Next Step

After channel setup, continue with inbound readiness, promotional messaging policy, template usage, and performance monitoring.

Common Issues

  • 131042: Business eligibility payment issue - verify business account billing/payment method and business eligibility.
  • Template rejected errors - verify template status, category policy, and language code.
  • Phone registration errors - check two-step verification and number ownership conflicts.
  • Delivery failed with no recipient issues - confirm channel is connected to intended business account and phoneNumberId.