WhatsApp is already part of the Zenvia Customer Cloud channel package. To start using it, you must meet Meta's prerequisites and provide the necessary information and access so that Zenvia's specialized team can activate it.
1. Preparation for Business Manager Verification (Meta)
Meta requires some specific criteria for WhatsApp activation. Have the following ready:
- Administrator access to the Meta Business Manager account. This Manager must belong to the company that will use the WhatsApp Business API.
- Company website active, globally accessible, and with a security certificate (HTTPS).
- Company tax document.
💡 The Meta verification process takes on average 24 hours, provided all the criteria listed above are met.
2. Preparation to Activate the WhatsApp Channel (Zenvia)
In addition to Meta's requirements, you will need to gather some information and prepare the phone number:
Required information:
- Dedicated phone number: Must be a valid number, active with the carrier, and not linked to any WhatsApp account (neither personal nor Business App).
- Registration and validation information:
- Company name
- Full address (city, state, ZIP code)
- Phone
- Official website
- Display Name: The name that will be visible to customers on WhatsApp. It must reflect how your company presents itself on the website and is subject to Meta's review and approval.
- WhatsApp account data (optional):
- Profile picture (640x640 px, JPG or PNG)
- Company category
- Description (up to 512 characters)
- Address (up to 256 characters)
- Email (up to 128 characters)
- Website (up to 256 characters)
Preparation steps before activation
- Check access to the line that will be activated to receive the verification code:
- If it is a landline with URA/IVR, temporarily deactivate it.
- If it is mobile, keep the SIM card accessible on a device.
- If the number already has an active WhatsApp account, it will need to be deleted before activation.
- If the number has previously been used with another provider (BSP), make sure the 2FA is deactivated.
What happens to message history after deletion?
Deleting the current WhatsApp account is mandatory. To keep your conversation history, there are two options:
Option 1: Backup
- Backup to Google Drive or iCloud.
- The backup cannot be accessed through Zenvia Customer Cloud.
- Ensure chats are saved before activating the number on Zenvia.
👉 See how to backup your conversation history.
Option 2: Change number
- Keep the history in the WhatsApp app for more security.
- After activation on Zenvia, customers will continue sending messages normally, and you will be able to respond directly in the platform.
👉 Learn how to change your phone number.
3. About activation in Zenvia Customer Cloud
You can monitor the activation status in Settings > Channels:
- If the Manage account button is available, the channel is ready to use.
- If the Subscribe button appears, click it to talk to our team and start activation.
💡 Remember: WhatsApp is already part of your plan's channel package, and Zenvia's team takes care of the activation for you.
4. Features available with the WhatsApp channel
The channel can be used in any Zenvia Customer Cloud feature: campaigns, support, chatbots, or specialist agents. Here are some examples:
Automate customer interactions with chatbots
Set up automated flows to answer frequently asked questions, collect data, or qualify leads before directing them to human support.
Fast and centralized support
Organize received conversations, distribute them among teams, and monitor metrics to ensure a consistent and efficient experience.
Direct sales through the channel
Launch campaigns, such as Black Friday promotions, and automatically direct customers to commercial support where they can complete their purchase.
Forward conversations to specialist agents
Use rules (keywords, schedule, entry channel) to automatically route conversations. For example, a customer with a "payment issue" can be sent to the finance team, while campaign interactions go to sales.