WhatsApp Integration
Connect your WhatsApp Business account to SuperWaba to manage all customer conversations, deploy AI agents, send broadcasts, and automate your customer engagement at scale.
What you can do
Messaging
| Feature | Description |
|---|---|
| Receive messages | All incoming WhatsApp messages appear in your unified inbox |
| Send replies | Reply with text, images, videos, documents, audio, and locations |
| Template messages | Send pre-approved message templates for outreach |
| Interactive messages | Send button messages and list menus |
| Quick replies | Pre-saved response templates for common questions |
| Media sharing | Send product images, PDFs, invoices, and more |
| Read receipts | Track when messages are delivered and read |
AI automation
| Feature | Description |
|---|---|
| AI auto-reply | AI agents respond to messages 24/7 |
| Product recommendations | AI suggests products from your synced catalog |
| Order lookup | AI checks order status using connected API tools |
| FAQ handling | AI answers from your knowledge base |
| Language detection | Responds in customer's language automatically |
| Smart escalation | Hands off to human when needed |
| Conversation summary | AI generates summaries for agent handoffs |
Campaigns & broadcasts
| Feature | Description |
|---|---|
| Broadcast messages | Send template messages to contact segments |
| Scheduled campaigns | Schedule broadcasts for optimal delivery time |
| Template management | Create, edit, and submit templates for Meta approval |
| Campaign analytics | Track delivery, read, and reply rates |
| Audience targeting | Filter by tags, labels, last activity, and custom fields |
Commerce
| Feature | Description |
|---|---|
| Product catalog | Sync Shopify/WooCommerce products |
| Send product cards | Share product info with images and buy buttons |
| Order notifications | Send order confirmations, shipping updates |
| Abandoned cart | Recover carts with WhatsApp reminders |
| Payment links | Send payment links in conversations |
Contact management
| Feature | Description |
|---|---|
| Auto-create contacts | New numbers automatically saved to CRM |
| Contact enrichment | Merge data from Shopify, Zoho, WooCommerce |
| Tags & labels | Organize contacts for targeting |
| Custom fields | Store any data on contact records |
| Opt-in tracking | Track messaging consent status |
| Block/unblock | Manage blocked contacts |
Team collaboration
| Feature | Description |
|---|---|
| Assign conversations | Route chats to specific team members |
| Internal notes | Add private notes to conversations |
| Canned responses | Shared quick reply library |
| Real-time notifications | Desktop/mobile alerts for new messages |
| Agent performance | Track response times and resolution rates |
Prerequisites
- A Meta Business account
- A WhatsApp Business API account (via Meta Business Suite)
- A verified phone number for WhatsApp Business
Setup methods
Method 1: Embedded signup (recommended)
The fastest way — complete the entire setup without leaving SuperWaba:
- Go to Settings > Integrations > WhatsApp
- Click Connect WhatsApp
- The Meta embedded signup flow opens
- Sign in with your Facebook account
- Select or create a Meta Business Account
- Select or create a WhatsApp Business Account (WABA)
- Select or register a phone number
- SuperWaba automatically configures webhooks
- Done — start receiving messages
Best for: New users, quick setup, no technical configuration needed.
Method 2: Connect existing WABA
If you already have a WhatsApp Business API account configured:
- Go to Settings > Integrations > WhatsApp
- Click Connect existing account
- Sign in with the Facebook account that manages your WABA
- Select your existing WhatsApp Business Account
- Select the phone number to connect
- SuperWaba registers its webhook URL with Meta
- Incoming messages start flowing immediately
Best for: Migrating from another platform or connecting a pre-existing WABA.
Method 3: System user token (advanced)
For programmatic or enterprise setups:
- Create a System User in Meta Business Manager
- Generate a permanent access token with permissions:
whatsapp_business_managementwhatsapp_business_messaging
- Go to Settings > Integrations > WhatsApp > Advanced
- Enter your:
- Phone Number ID
- WhatsApp Business Account ID
- System User Token
- Click Verify & Connect
- Configure webhook URL in Meta Business Suite:
https://app.superwaba.com/api/whatsapp/webhook
- Set verify token (shown in SuperWaba settings)
Best for: Enterprise teams, CI/CD deployments, multi-number setups.
Method 4: WhatsApp Cloud API (partner access)
For Meta Technology Partners or solution providers:
- Obtain partner access through Meta Business Platform
- Use the On-Behalf-Of header with client's WABA ID
- Configure in SuperWaba with partner credentials
- Manage multiple clients from a single partner account
Best for: Agencies managing multiple WhatsApp accounts.
Webhook configuration
SuperWaba automatically handles webhook setup during connection. If you need to configure manually:
Webhook URL
https://app.superwaba.com/api/whatsapp/webhook
Subscribed fields
| Field | Purpose |
|---|---|
messages | Incoming messages from customers |
message_deliveries | Delivery/read receipts |
message_echoes | Outbound messages (for multi-device sync) |
messaging_postbacks | Button click callbacks |
Verify token
Found in Settings > Integrations > WhatsApp > Webhook Settings.
Message types supported
| Type | Incoming | Outgoing | Notes |
|---|---|---|---|
| Text | Yes | Yes | Plain text up to 4096 characters |
| Image | Yes | Yes | JPEG, PNG (max 5MB) |
| Video | Yes | Yes | MP4 (max 16MB) |
| Document | Yes | Yes | PDF, DOC, XLS, etc. (max 100MB) |
| Audio | Yes | Yes | OGG, MP3 (max 16MB) |
| Location | Yes | No | GPS coordinates with optional name |
| Contacts | Yes | No | vCard format |
| Sticker | Yes | Yes | WebP format |
| Template | — | Yes | Pre-approved by Meta |
| Interactive (buttons) | Yes | Yes | Up to 3 buttons |
| Interactive (list) | Yes | Yes | Up to 10 items in sections |
| Reaction | Yes | Yes | Emoji reactions to messages |
Rate limits & messaging tiers
WhatsApp Business API has messaging limits based on your quality tier:
| Tier | Business-initiated conversations (per 24h) | How to reach |
|---|---|---|
| Unverified | 250 unique contacts | Default |
| Tier 1 | 1,000 unique contacts | Verify business |
| Tier 2 | 10,000 unique contacts | Maintain quality rating |
| Tier 3 | 100,000 unique contacts | Sustained volume + quality |
| Tier 4 | Unlimited | High volume + excellent quality |
Customer-initiated conversations have no limit — you can always reply within the 24-hour window.
Tips to increase your tier
- Verify your business in Meta Business Manager
- Maintain quality rating — avoid being reported or blocked
- Consistent volume — gradually increase message volume
- Good templates — high template quality score speeds up tier promotion
Phone number management
Using your existing number
You can use an existing phone number if:
- It's not currently registered on WhatsApp (personal or Business app)
- You can receive SMS or voice call for verification
Migrating from WhatsApp Business app
- Remove the number from WhatsApp Business app
- Wait 5 minutes
- Connect through SuperWaba
- Verify via SMS/call
- Your display name transfers automatically
Multiple numbers
You can connect multiple WhatsApp numbers to the same SuperWaba organization:
- Each number appears as a separate channel in the inbox
- AI agents can be configured per-number
- Campaigns can target specific numbers
Troubleshooting
| Issue | Solution |
|---|---|
| Messages not arriving | Check webhook URL in Meta Business Suite matches SuperWaba |
| "Phone number not available" | Ensure number isn't registered on WhatsApp personal/Business app |
| Template messages rejected | Review Meta's template guidelines — avoid promotional language in utility templates |
| Rate limit reached | Wait for 24-hour window to reset; focus on quality to increase tier |
| Media not sending | Check file size limits; ensure URL is publicly accessible |
| "Unverified business" | Complete Meta Business Verification in Business Manager |
| Webhook verification failed | Check verify token matches in both Meta and SuperWaba settings |
Health indicators
Check your WhatsApp Business health in Settings > Integrations > WhatsApp > Health:
| Indicator | Meaning |
|---|---|
| Green (Connected) | Everything working normally |
| Yellow (Quality warning) | Meta flagged quality issues — review recent templates |
| Red (Restricted) | Account restricted — contact Meta support |