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Introduction

The WhatsApp channel connects a WhatsApp Business number to Jelou so conversations reach the platform. The channel can be connected in two ways:
  • To a Brain project, where a workflow replies.
  • To the inbox, where operators reply.

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Prerequisites

Before connecting the WhatsApp channel, make sure you have:
  • An active Jelou account.
  • An active business portfolio in Meta, preferably verified.
  • An available phone number with no WhatsApp account attached to it.
Self-service accounts connect their number by signing in directly with Facebook. No additional technical setup or intervention from the Jelou team is required.

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Where can you connect WhatsApp?

While working on a project in Brain Studio, you can connect a channel from two places:
  • Publish button: click Publish and then Connect your channel at the bottom of the panel.
  • Manage channels: click the Manage channels option in the menu at the top-right corner of the canvas.
When you connect from the canvas, the project is already set: the form doesn’t ask you to select one and the channel name is prefilled with the project name.
Either way, the Activate WhatsApp channel window opens.

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Step 1: basic details

If you prefer operators to handle the conversations, open the Advanced section and turn on Channel connected to the inbox. Turning it on removes the Project field.
Use a descriptive name such as “WhatsApp Support” or “WhatsApp Sales Mexico” to tell it apart from other channels.
The Next button stays disabled until the name is longer than 3 characters and there’s a valid connection: a selected project or the inbox turned on.

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Step 2: WhatsApp provider

Here you choose how the number will be connected. The available options depend on the account type:

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Step 3: setup by provider

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WhatsApp Cloud — Embedded signup

The Sign in with Facebook button opens Meta’s embedded signup. Once you complete it, Jelou automatically gets the access token, the account ID, the phone ID, and the number that will be displayed; you don’t have to type anything.
1

Sign in with Facebook

Click Sign in with Facebook. A pop-up window opens with Meta’s authentication flow.
Sign in with the Facebook account that has access to your company’s Business Manager.
2

Select your business portfolio

Choose the Facebook Business account that will own the WhatsApp number.
If you’re connecting on behalf of a client, use the client’s Business account, not your agency’s.
3

Create or select your WhatsApp Business Account (WABA)

You can create a new WABA or select an existing one. If there’s no WABA associated with the chosen business, one is created automatically.
  • Enter your business’s display name on WhatsApp (follow Meta’s guidelines to avoid rejections).
  • Select the category that best describes your company.
4

Add or choose a phone number

Connect the phone number you’ll use on WhatsApp:
  • If it’s a new number: enter it and type the verification code you’ll receive by SMS or call.
  • If you already have a WhatsApp Business number in use: select it from the list of available numbers.
5

Accept the permissions and finish

Accept the permissions Jelou requests to manage messages on your behalf.
When you see the confirmation screen, click Finish. This closes the Facebook window and takes you back to the wizard in Jelou.
6

Accept the terms and activate the channel

Back in Jelou, accept the terms and conditions. Your number is registered and ready to send and receive conversations.
If Meta returns a two-step verification PIN, it appears on screen with a button to copy it. Save it: Meta asks for it in later validations of the number.
On self-service accounts this is the only available method and the flow is shorter: the wizard’s main button becomes Sign in with Facebook and, as soon as Meta returns the data, the channel is created and connected with no extra steps. If the signup is cancelled or fails, the form is cleared so you can try again.
If syncing contacts and history from the WhatsApp Business app fails, you’ll see a notice: the channel is created, but contacts and history may not be available.

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WhatsApp Cloud — Manual

Every field is required. The data comes from your Meta account and Meta — not Jelou — validates it, so double-check before continuing.

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Step 4: validate the channel connection

Open the channel from the Channels table to see its settings. The connection data is read-only: From this same screen you can edit the channel name and delete it.

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WhatsApp Business account verification

Verifying your WhatsApp Business account lets you go beyond the 250 conversations per month limit and reach 1,000 or more. Without verification, your number operates with reduced capacity.
To verify your account you need a verified Facebook Business Manager. This also shows your company’s official name to customers. See Meta’s guidelines for more details.

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Next steps

Once the channel is active you’ll be able to:
  1. Set up your message templates (HSM) approved by WhatsApp
  2. Test sending and receiving messages
  3. Connect the channel to an automated flow in Brain Studio
  4. Escalate conversations to human agents in Connect
  5. Launch campaigns through approved templates

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Best practices

  • Reply fast: WhatsApp monitors response times and may limit your account if they’re slow.
  • Respect the 24-hour window: After 24 hours without a reply from the user, you need an approved template to resume the conversation.
  • Keep quality high: Avoid unsolicited bulk messages; user complaints can restrict your number.
  • Use the right templates: Pick the correct template for each conversation’s context.

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Notes

  • The channel name can still be edited later; the number and credentials aren’t changed from here.
  • Number validation in WhatsApp Cloud is Meta’s own process: if the data is wrong, the error appears on Meta’s side and the process has to be restarted there.
  • A single project can have several WhatsApp channels, but a number can’t be repeated across channels.
  • To use the same number in Jelou and in the WhatsApp Business app, see Coexistence. That setting only lists WhatsApp channels that are in production, active, and not sandbox.