WhatsApp: Concierge docs

Customers around the world message businesses on WhatsApp. Connect your WhatsApp Business number and a Concierge agent answers there with the same memory, rules and tools it uses everywhere else. You connect through Meta's sign-up window, without leaving Chargezen.

Before you start

A Meta (Facebook) login with access to your business, or the ability to create one during sign-up.
The number you want to use: a new business number, or the number you already use in the WhatsApp Business app.
An agent to answer. See Getting started.

Connect WhatsApp

Open Chargezen WhatsApp

Go to Concierge > Deploy > Channels. On the WhatsApp card, click Chargezen WhatsApp, then Connect WhatsApp.

Choose number type

Pick A new business number (recommended) or A WhatsApp Business app number.

Continue with Meta

A Meta window opens. Sign in, choose or create your business, and confirm the number.

Pick the number

Back in Chargezen, choose the number to connect. It appears with a Connected badge when it's ready, or Pending at Meta while Meta finishes.

Connect an agent

Click Connect an agent, or go to Concierge > Deploy > Agents, configure the agent and tick WhatsApp under Channels and replies. Click Save Agent.

Test it

Under Test WhatsApp, click Start test to check messages go both ways.

Which number type to choose

A new business number: the simplest path. The number is used only through Chargezen.
A WhatsApp Business app number: keep using the WhatsApp Business app on your phone. Your chat history is brought in as context (watch for the History sync needed badge), and the agent steps back when you reply from the app.
A personal WhatsApp number or A number already on WhatsApp API: the window explains what these need. They can't be connected the same way.

Number badges

Connected, Pending at Meta or Inactive: whether the number is working.
Display name in review, declined or expired: Meta's review of the business name customers see.
High, Medium or Low quality: Meta's rating of your messages, based on how customers respond.
Limit N/day or Unlimited messaging: how many new conversations Meta lets you start each day.

WhatsApp's 24-hour window

WhatsApp lets a business reply freely within 24 hours of the customer's last message. Concierge replies inside that window.

Troubleshooting and FAQ

The number stays Pending at Meta

Meta is still finishing setup, often the display name review. Check again later from the WhatsApp page.

The display name was declined

Meta wants the name to match your business. Change it in your Meta business settings and wait for a new review.

Can customers send photos?

Yes. Images, documents, audio and video arrive with their captions and file names, and the agent reads them.

The card says Upgrade required

Your plan doesn't include WhatsApp. See pricing.

How do I disconnect?

Use Disconnect all on the WhatsApp page.

Guides

On the product page

WhatsApp