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WhatsApp Business: setup and playbook

Practical guide to activate the add-on, connect your WhatsApp Business account, and launch cleanly in production.

Prerequisites

  • A tenant with an active SetChat subscription (or currently in trial).
  • The WhatsApp Business add-on enabled in Billing.
  • A Meta/WhatsApp Business account ready to connect.

Step 1 - Enable the add-on

  1. Open Settings → Billing.
  2. Enable the WhatsApp Business add-on.
  3. Confirm the add-on status is active.

Step 2 - Connect WhatsApp

  1. Start WhatsApp onboarding from the dedicated section.
  2. Grant required Meta permissions.
  3. Confirm connection identifiers are saved successfully.

Step 3 - Go-live checklist

  • Test one incoming message and one agent reply.
  • Check conversation history in the dashboard.
  • Define ownership for WhatsApp conversations (support / sales / dedicated team).
  • Prepare 3 canned scripts (welcome, delay, handoff).