Overview
WhatsApp Business integration allows your team to manage WhatsApp conversations directly in Cura. Messages flow into your shared inbox so agents can collaborate, automate routing, and keep a single conversation history across channels.What this channel supports
- Inbound and outbound WhatsApp conversations
- Team routing and workflow automation in Cura
- Template-based outreach where required by WhatsApp policy
Requirements
Before setup, make sure you have:- A WhatsApp Business account and Meta Business account
- Admin access to the WhatsApp Business Account (WABA)
- A phone number that can be registered for WhatsApp Business API use
- Cura workspace admin permissions
Setup
- In Cura, go to Settings > Connect channels > WhatsApp Business.
- Click Connect WhatsApp Business.
- Sign in to Meta and select your WhatsApp Business Account.
- Register or select the phone number to connect.
- Complete number verification.
- Select the destination inbox in Cura.
- Send a test WhatsApp message and confirm delivery in Cura.
Platform rules to know
WhatsApp policy is strict around business messaging:- Free-form replies are generally allowed only within the customer service window after a user message.
- Outside that window, an approved message template is typically required.
Troubleshooting
- If verification fails, confirm the number is not actively tied to a conflicting WhatsApp setup.
- If outbound messages are blocked, review quality rating and template status in Meta.
- If messages are missing, reconnect the channel and verify webhook health.