How to connect WhatsApp Business (official API)

WhatsApp Business (the official Meta API) lets you send WhatsApp template messages and campaigns, and lets the AI reply to customers on WhatsApp. You ask for a number from your dashboard, and the EcomUp team sets it up for you.

Before you start

Have the phone number you want to use ready, with country code, for example +8801XXXXXXXXX.
Use a number that is not already registered on the WhatsApp or WhatsApp Business app. A number can be on the official API or on the app, not both.
In EcomUp, your role must be allowed to manage connections. Owners and admins can do this by default.
If you only want AI replies on your existing personal number, see Connect personal WhatsApp instead.

Steps

In the left menu, go to Engage → Connections.
On the Available Platforms tab, find the WhatsApp Business API(Meta Verified) card.
Click Connect. The Connect WhatsApp Business window opens.
Type your number in Phone number (1), then click Submit request (2).
Type your number in Phone number.
Click Submit request. You will see “Request submitted! Our team will connect your WhatsApp Business shortly.”
Wait for our team. While they work on it, the card shows Pending and the button says Pending approval.
The WhatsApp Business API(Meta Verified) card (1). After you submit a request, it shows a Pending badge and the button changes to Pending approval until our team finishes.
When the number is ready, the card shows Connected. Go to Marketing → Senders to see it on the WhatsApp Numbers page.
Check that the number's status says Approved. Then click Send template to send yourself a test message.
Open Senders (1) under Marketing to reach the WhatsApp Numbers page (2). Your number appears here as a card with its status and a Send template button once it is ready. Until then the page is empty, as shown.

Add another number

Go to Marketing → Senders.
Click Request new number.
Enter the number in Phone number and click Send request.
Track it under Requested numbers. The status shows Pending, In progress or Rejected. If it is rejected, the reason is shown next to it.

If you see “Continue with Facebook” instead

Some accounts can connect their own WhatsApp Business account through Meta, instead of sending a request. If your Connect WhatsApp Business window shows a checklist and a Continue with Facebook button, follow these steps:

Check you have everything in the list: admin access to a Facebook Business Manager, a business website, and a phone number that can receive an SMS or call and is not on WhatsApp.
Tick I have everything above and click Continue.
Click Continue with Facebook. Allow pop-ups if your browser blocks the window, and keep the EcomUp tab open.
In the Facebook window, choose your Business Manager, create or pick a WhatsApp Business account, set your display name and category, then add your number and enter the code Meta sends you.
Back in EcomUp you will see either Your WhatsApp number is LIVE or Your application is under review. Click Done.

Meta usually approves within 10 minutes. Display name review can take 3–4 hours. With this option you pay Meta directly for conversations. To add more numbers later, use Connect your own number on Marketing → Senders.

Tips

Turn the AI on or off for each number from the WhatsApp page: on Connections, click Open Settings on the WhatsApp card, then use Enable AI or Disable AI.
Before you can run campaigns, you need approved message templates. See WhatsApp templates and contacts.
On the Active Connections tab you may see “Setting up — our team is finishing your connection”. You do not need to do anything. Our team will finish it.

Troubleshooting

“You already have a pending request. Our team will reach out soon.”

You can only have one open request at a time. Wait for the current one to be finished, or contact support if it is taking too long.

“This number is already connected to your account.”

That number is already one of your senders. Check Marketing → Senders.

“Only digits, spaces, dashes and an optional leading + are allowed”

Remove letters, brackets or other symbols from the number. Example: +8801712345678.

The Send template button is greyed out

The number is not approved yet (“Phone number must be approved to send messages”). Wait until its status changes to Approved.

“This WhatsApp number is already connected to another EcomUp account.”

This appears with the Continue with Facebook option. Disconnect the number from the other EcomUp account first, or use a different number.

“Meta signup session expired. Please try connecting again.”

The Facebook window was left open too long. Click Continue with Facebook again and finish without a long pause.

A banner says WhatsApp access has expired

For numbers set up by our team, you will see “Our team has been notified and will fix it shortly.” You do not need to reconnect. See Reconnect an expired connection.