Configuring WhatsApp

Introduction

WhatsApp integration enables your agents to reply to WhatsApp messages directly from 3CX. WhatsApp messages are delivered into the same chat panel as live chat, SMS, and Facebook messages, enabling you to reply to multiple channels easily and with the same team.

Requirements

  • You must have a WhatsApp Business Platform account set up. You can do the Business verification process at this time, but the service will not work fully until the verification is complete.
  • A phone number you control must be added. This number should not be registered to any other existing WhatsApp account, whether virtually or on a device. If you want to use a number that is already set up on WhatsApp, you have to delete the related WhatsApp account first. Read more here.
  • WhatsApp integration is intended to answer inbound messages only. You cannot initiate a conversation with a WhatsApp user; the WhatsApp user must send you a message first. You will then have 24 hours to respond to the message.
  • Always use the latest WhatsApp API version.

Step 1: Create a WhatsApp Application

  • Navigate to https://developers.facebook.com and click "Log In" on the top right.
  • Navigate to "My Apps", click on "Create App", give it a name, and click "Next".
  • Select "Connect with customers through WhatsApp" and click "Next".
  • Choose the correct Business Portfolio and click "Next".

  • For a new business, make sure you add as much information as possible, especially the regulatory URLs through App settings > Basic.

  • If there are any additional requirements listed, you should complete them before proceeding. Click "Next".
  • Confirm the information on the Overview dialog, and click "Create app".
  • Confirm your Meta password if asked.
  • You can move the Application to Published status at any time; if Meta has any further requirements, you will be alerted.
  • Published status is needed for end users to interact with your integration, and allows you to bring the service on and off line. You can publish at this point even if the application is not yet fully configured.

Step 2: Set Up An Admin Role

If you are not using an existing Meta business account with users and roles already defined, use the side menu of the "My Apps" section, and under "App roles" add at least one Administrator.

Step 3: Set Up the Core Application

Navigate to Use cases and select Customize.

Permissions and Features

Make sure that "whatsapp_business_messaging" and "whatsapp_business_management" are available by clicking the "+ Add" button if they are not.

Connect WhatsApp and 3CX

  • Select Step 1. Try it out in the WhatsApp portal.
  • Make a note of your WhatsApp Business Account ID.
  • You can generate an access token for the test number now, or after you verify the real telephone number.
  • Select Step 2. Production setup in the WhatsApp portal.

  • In the 3CX Admin Console, navigate to Voice & Chat -> + Add Messaging -> Add WhatsApp.
  • Copy the Webhook URL from your PBX; leave this page open.

  • Paste the Webhook URL into the Whatsapp portal on Step 2. Production setup.
  • Enter a random string in Verify token, this will not be needed again so there is no need to save your string for a later date.

  • Ensure the "messages" Webhook is selected, and that the latest version (in this example v25.0) is selected.
  • Click the Verify & Save button.
  • Move on to Register your WhatsApp phone number.

  • Add your phone number and verify it.
  • Enable the Subscribe webhooks option.
  • Note the Phone Number ID:
  • Paste the Phone Number ID and the Phone Number itself into your 3CX config page.
  • You can generate an Access Token and paste it into 3CX too.

After Completing your Business Verification

You can now proceed to test your configuration by sending a WhatsApp message to your WhatsApp business number.

See also

Last Updated

This document was last updated 7 August 2026

https://www.3cx.com/docs/manual/whatsapp/ 

Discuss this article