Cloodot Documentation

Connect your WhatsApp Business account to Cloodot using the WhatsApp Business API. This integration requires a Meta Business account and a payment method set up in Meta Business Suite.

Prerequisites

Before connecting WhatsApp, ensure you have:

✅ A Meta Business account (formerly Facebook Business)
✅ A WhatsApp Business account connected to your Meta Business account
✅ A payment method set up in Meta Business Suite (required for WhatsApp Business API)
✅ Admin access to the Meta Business account
✅ For coexistence mode: Phone number active on WhatsApp Business App for at least 7 days

:::warning WhatsApp Business API requires a payment method in Meta Business Suite. This is a requirement from Meta, not Cloodot. You'll need to set this up before you can send messages. :::

Connection Flow Overview

The WhatsApp connection process has two possible flows:

Normal Flow: For new phone numbers that need PIN registration
Coexistence Mode: For phone numbers already registered with WhatsApp Business API

The system will automatically detect which flow applies to your phone number.

Step-by-Step Connection Guide

Step 1: Start WhatsApp Connection

You can start the WhatsApp connection in two ways:

Option A: From Inbox (When No Channels Connected)

Navigate to your Cloodot dashboard
Go to the Inbox or Conversations section
You'll see "No channels connected" message
Click the "Connect WhatsApp" button (green icon)
The Channel Connection Wizard will open

Option B: From Settings

Navigate to Settings → Organization → Channels
Click "Add Channel" or the "+" button
In the Channel Connection Wizard, select "WhatsApp"

You'll see an overview of what WhatsApp integration offers.

Step 2: Authorize Your Facebook Account

Click the "Login with Facebook" button
You'll be redirected to Facebook's authorization page
Sign in with the Facebook account that manages your WhatsApp Business account
Grant the requested permissions for WhatsApp Business management

:::warning Make sure you're signing in with the Facebook account that has admin access to your Meta Business account and WhatsApp Business account. :::

Step 3: Select Your WhatsApp Business Account

If you have multiple WhatsApp Business accounts, select the one you want to connect
The system will detect your WhatsApp Business Account (WABA)

Step 4: Phone Number Registration

The next steps depend on whether your phone number is already registered:

Option A: New Phone Number (Normal Flow)

If this is a new phone number that hasn't been registered:

Enter 6-Digit PIN

If two-step verification is already enabled on your WhatsApp Business account:
- Enter your existing PIN in the 6-digit input fields
If two-step verification is not enabled:
- Enter a 6-digit PIN of your choice
- This will set up two-step verification with the PIN you enter
Click "Verify PIN"

PIN Verification

The system will verify your PIN
Upon successful verification, you'll proceed to payment setup

:::tip Keep your PIN secure! You'll need it if you disconnect and reconnect your WhatsApp account. :::

Option B: Existing Phone Number (Coexistence Mode)

If your phone number is already registered with WhatsApp Business API:

Select Phone Number

You'll see a list of available phone numbers
Select the phone number you want to connect
Eligible phone numbers must:
- Be active on WhatsApp Business App for at least 7 days
- Have coexistence mode enabled
- Be configured for Cloud API

Review Warnings

You may see important notes about coexistence mode
Read these carefully before proceeding

Connect Selected Number

Click "Connect Selected Number"
The PIN verification step will be skipped
You'll proceed directly to payment setup

:::info Coexistence mode allows you to use the same phone number on both WhatsApp Business App and WhatsApp Business API simultaneously. :::

Step 5: Set Up Payment Method

WhatsApp Business API requires a payment method for conversation-based pricing:

Open Payment Settings

Click "Open Payment Settings" button
This will open Meta Business Suite payment settings in a new tab

Add Payment Method

In Meta Business Suite, add a valid payment method:
- Credit card
- Debit card
- Other payment methods supported by Meta
This payment method will be used for WhatsApp conversation charges
Follow Meta's instructions to complete the payment setup

Return to Cloodot

After adding your payment method in Meta Business Suite, return to Cloodot
Click "Continue" to proceed

:::warning You cannot use WhatsApp Business API without a payment method. This is a requirement from Meta, not Cloodot. :::

Step 6: Complete Connection

A success message will confirm your WhatsApp account is connected
The WhatsApp channel will appear in your channels list
You can now send and receive WhatsApp messages through Cloodot

:::success Your WhatsApp account is now connected! You can start managing WhatsApp conversations in Cloodot. :::

What You Can Do After Connection

Once connected, you can:

✅ Send WhatsApp messages to customers
✅ Receive WhatsApp messages in your Cloodot inbox
✅ Use WhatsApp Business API features
✅ Manage WhatsApp conversations alongside other channels
✅ Use WhatsApp templates (if configured)
✅ Track conversation costs and usage
✅ Leverage AI-powered responses for WhatsApp messages

Managing WhatsApp Channels

View WhatsApp Conversations

All WhatsApp messages will appear in your unified inbox. You can:

Filter by channel to see only WhatsApp messages
Search through WhatsApp conversation history
View customer profiles and conversation context
See message delivery status

WhatsApp Business API Features

Template Messages: Send pre-approved message templates
Conversation Pricing: Pay per conversation (as per Meta's pricing)
Rich Media: Send images, videos, documents, and more
Read Receipts: See when messages are delivered and read

Disconnect WhatsApp

If you need to disconnect your WhatsApp account:

Go to Channel Settings
Find your WhatsApp channel
Click "Disconnect"
Confirm the disconnection

:::warning Disconnecting will stop receiving new WhatsApp messages in Cloodot, and your conversation history will be deleted. :::

Payment Required: A payment method in Meta Business Suite is mandatory
Conversation Pricing: You'll be charged per conversation based on Meta's pricing
Billing: All billing is handled through Meta Business Suite, not Cloodot

Coexistence Mode

What it is: Allows using the same phone number on both WhatsApp Business App and API
Requirements: Phone must be active on Business App for at least 7 days
Benefits: No need to re-register your phone number
Limitations: Some features may be restricted in coexistence mode

PIN Security

Keep your PIN secure: You'll need it if you disconnect and reconnect
Two-step verification: Required for WhatsApp Business API
PIN recovery: Contact Meta support if you lose your PIN

Troubleshooting

"Failed to verify PIN"

Problem: PIN verification fails.

Solutions:

Make sure you're using the correct two-step verification PIN
If you don't have one set up, the PIN you enter will create it
Ensure you enter all 6 digits correctly
Try again after a few minutes

"No eligible phone numbers found" (Coexistence Mode)

Problem: No phone numbers appear for coexistence connection.

Solutions:

Ensure your phone number has been active on WhatsApp Business App for at least 7 days
Verify coexistence is enabled in your Meta Business settings
Make sure your phone is configured for Cloud API
Contact Meta support to enable coexistence if needed

"Payment method required"

Problem: You see an error about payment method.

Solutions:

Add a payment method in Meta Business Suite
Ensure your payment method is valid and active
Check that your payment method is accepted by Meta
Verify your Meta Business account has billing enabled

"WhatsApp Business Account not found"

Problem: System can't find your WhatsApp Business account.

Solutions:

Ensure your WhatsApp Business account is connected to your Meta Business account
Verify you have admin access to the Meta Business account
Check that your WhatsApp Business account is active
Try re-authorizing your Facebook account