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How to activate CloudTalk's WhatsApp Integration and add a number
How to activate CloudTalk's WhatsApp Integration and add a number

Instructions on the registration process for requesting a WhatsApp-enabled number.

Erica Hoelper avatar
Written by Erica Hoelper
Updated over a month ago

ONBOARDING AND NEW SIGN-UPS TO CLOUDTALK'S WHATSAPP INTEGRATION HAVE BEEN TEMPORARILY PAUSED DUE TO SUPPLIER CONSTRAINTS.

*EXISTING INTEGRATIONS WILL NOT BE AFFECTED

If you're looking for an overview of how our WhatsApp Inbound Integration functionality works once set up, please refer to the general guide here

What information do I need to register?

If you would like to request a number enabled for CloudTalk's inbound WhatsApp Integration, we will need to register you as a user with our underlying carrier and WhatsApp/Meta.

Once you have completed WhatsApp Integration Registration and Sender ID (phone number) activation, you will be able to receive inbound conversations from your customers and respond to them for a 24-hour window.

Registration Process and Timeline

​There are two steps to start using our WhatsApp integration. The expected time of the entire process is usually between 2-4 weeks.

However, Meta shares a disclaimer that during this process, verification delays can occasionally take up to 15-30 days.

  1. WhatsApp Integration User Registration - Before we can create WhatsApp senders (the individual numbers), we will need to register your business as a WhatsApp Integration user via your Meta Business Manager ID.

    We will need to request access between Meta and CloudTalk specifically for you, as our direct end user. This stage can take an estimated 1-2 weeks depending on processing time with our messaging partner and Meta

  2. Activation of Sender IDs (Individual numbers)

    After you are a registered user, new individual Sender IDs will take approximately 1-5 days to be approved and activated by WhatsApp/Meta.

    This will allow you to receive and respond to inbound conversations from your customers.

    1. This timeline will be the same for subsequent Sender IDs orders after the initial Business Access verification is complete

    2. You cannot use a number on both the external WhatsApp app and CloudTalk WhatsApp integration concurrently.

  3. Optional - Outbound functionality: to send outbound conversations to your customers, see the section below "Outbound Message Templates"

Prerequisites

  • If you don't already have a Meta Business Manager account, you must create one at business.facebook.com.

    • If you already have a Meta Business Manager account, follow these steps to find the ID:

      1. Access the Business Settings page on Facebook Business Manager.

      2. Click Business Info.

      3. Your ID will be listed under "Business Information."

  • If you would like to use more than two sender IDs or use templated outbound conversations, you will first need to complete the full Meta Business Verification

Registration information

User Requirements

This is the internal information needed to by vetted by WhatsApp/Meta

  1. Facebook/ Meta Business Manager ID

  2. Company Legal name

  3. Company Trading name

  4. Company Representative Name (someone legally entitled to sign the WhatsApp Terms of Service)

  5. email contact for the registration process

Sender ID and Sender Profile Information

This is the external information that will appear to your customers within WhatsApp on your number

  1. Desired Business Display Name - must meet Meta's Display Name Guidelines

  2. Company Address

  3. Company Email

  4. Company Phone Contact

  5. Website

  6. Optional Additional Website

  7. Vertical/Industry of the business - Please check the WA commerce policies here to be sure they will support your Industry and use case.

  8. Link to Logo - JPG or PNG, 640x640 pixels or larger, square ratio

  9. Profile About Text - if nothing is submitting it will show the default "Hey there! I am using WhatsApp."

Sender display name guidelines

  1. Clear relationship with your business / Should include your business name.

  2. Consistency with external branding, including spelling.

  3. Compliant with WhatsApp Commerce and Business Policy.

Outbound Message Templates

By default WhatsApp Sender IDs can only receive inbound conversations.

However, once you have completed this initial WhatsApp Integration Registration process, you may want to send proactive outbound messages to your customers.

Meta allows this only through pre-approved outbound templates. You can see how to submit outbound templates in our WhatsApp Outbound guide, which also includes tips and best practices to reach your audience by using the best template structure.

You can see more information about template categories in the Meta Help Center and template category guide

Which Numbers can I activate in CloudTalk's WhatsApp integration?

CloudTalk needs to purchase or activate numbers from our specific WhatsApp intermediary carrier, who typically have more strict requirements and longer wait times than our standard offering of numbers.

This also means that not all of your existing numbers will be able to be activated in this integration, and we may need to provide you with new numbers - specifically for WhatsApp.

Depending on which country's number you would like to activate for WhatsApp Integration, standard end user compliance documentation will apply.

USA, Canada local numbers and UK and Australia mobile numbers are our default WhatsApp numbers which do not have a local address requirements.

If you have a different desired country, please let us know in the sign-up form and our team will share the availability, exact requirements, and wait time


Country

Type

Address Requirement / Documents

- in most cases, if the address is not shown on the business registration, a secondary proof of address is required

wait time

Additional Functionality

(plus WhatsApp Messaging)

Argentina

Local

Proof of ID - Company registration document in the same city as the number

none

inbound calling, outbound calling

Australia

Mobile

Proof of ID - Company registration document from anywhere in the world

none

inbound calling, outbound calling, SMS

Australia

Local

any service address in Australia in the same area code as the desired number

none

inbound calling, outbound calling

Austria

Local

Proof of ID - Company registration document (Handelsregister) in Austria the same city as the number ,

Passport of national ID card of the authorized company representative

none

inbound calling, outbound calling

Austria

Mobile

Proof of ID - Company registration document (Handelsregister) anywhere in Austria ,

Passport of national ID card of the authorized company representative

none

inbound calling, outbound calling, SMS

Austria

National

Proof of ID - Company registration document (Handelsregister) anywhere in Austria ,

Passport of national ID card of the authorized company representative

none

inbound calling, outbound calling

Barbados

Local

Proof of ID - Company registration document in the same city as the number

none

inbound calling, outbound calling

Belgium

Mobile

Proof of ID - Company registration document from any where in the world ,

VAT number or Tax ID number

2-3 Weeks

inbound calling, outbound calling, SMS

Belgium

Local

Proof of ID - Company registration document (Extrait BCE) in Belgium the same city as the number ,

Belgian VAT number

2-3 Weeks

inbound calling, outbound calling

Brazil

Mobile

Proof of ID - Company registration document anywhere in Brazil

2-3 Weeks

inbound calling, outbound calling, SMS

Brazil

Local

Proof of ID - Company registration document anywhere in Brazil

none

inbound calling, outbound calling

Bulgaria

Local

Proof of ID - Company registration document in Bulgaria in the same city as the number

Unifed Identification Code

Seat of Address Registration

Email Contact

none

inbound calling, outbound calling

Canada

Local

none

none

inbound calling, outbound calling, SMS

Chile

Local

Proof of ID - Company registration document anywhere in Chile

2-3 Weeks

inbound calling, outbound calling, SMS (upon special order)

Chile

Mobile

Proof of ID - Company registration document anywhere in Chile

none

SMS

Colombia

Local

Proof of ID - Company registration document in the same city as the number

none

inbound calling, outbound calling

Costa Rica

National

Proof of ID - Corporate Identity Card (Cedula Juridica)

Proof of Address in Costa Rica - Extract from National Registry (Literal De Persona Jurídica)

3-4 Weeks

inbound calling, outbound calling

Croatia

Local

Proof of ID - Company registration - Excerpt from the court register showing company registration number, name of Authorized Representative, and local address

ID of the Authorized Representative who is shown on the court register - passport or national ID card

none

inbound calling, outbound calling

Czech Republic

Mobile

Proof of ID - Company registration document in any country

Registered Business Address and Business ID number

Legal address and Passport or National ID Card of Authorized Representative

Power of attorneyor another document showing the individual is a director or country manager for the business

none

SMS - will show "SMS-info" as the Sender ID

Czech Republic

Local

Proof of ID - Company registration document in the same city as the number

Registered Business Address and Business ID number

Name and Address of Authorized Representative

none

inbound calling, outbound calling

Denmark

Mobile

any service address in Denmark

none

inbound calling, outbound calling, SMS

Denmark

Local

Proof of ID - Company registration document anywhere in Denmark

2-3 Weeks

inbound calling, outbound calling

Dominican Republic

Local

Proof of ID - Company registration document in the same city as the number

1-2 Weeks

inbound calling, outbound calling

Ecuador

Local

Proof of ID - Company registration document in the same city as the number

none

inbound calling

El Salvador

Local

Proof of ID - Company registration document in the same city as the number

Passport or National ID Card of Authorized Representative (must be shown on the Business Registration)

none

inbound calling

Estonia

Mobile

Proof of ID - Company registration document in any country

none

SMS

Estonia

National

Proof of ID - Company registration document in any country

none

inbound calling, outbound calling

Finland

Mobile

Company name and service address in main country of operation

none

inbound calling, outbound calling, SMS

Finland

Local

Company name and service address in Finland

2-3 Weeks

inbound calling, outbound calling

France

Local

Proof of ID - company registration (KBIS extract) no older than 3 months, must be in France

National ID or Passport of Authorized Representative, someone who is shown on the KBIS, an exectuted power or attorney is also needed

2-3 Weeks

inbound calling, outbound calling

France

Mobile

Proof of ID - company registration (KBIS extract) no older than 3 months, must be in France

National ID or Passport of Authorized Representative, someone who is shown on the KBIS, an exectuted power or attorney is also needed

service description required - short 1-2 sentence on what your company does and how you will use the number (inbound and/or outbound calls for sales,support, account management)

2-3 Weeks

inbound calling, outbound calling, SMS

-messaging traffic must be P2P, conversational, in nature with at least 20% ratio of inbound messages

Germany

Mobile

Proof of ID - German Handelsregister Extract and German VAT

2-5 Days

inbound calling, outbound calling, SMS

Germany

Local

Proof of ID - German Business registration (Handelsregister Extract, Trade Licence, Gewa 1/2 signed and stamped) in the same area code as the desired number

none

inbound calling, outbound calling

Ghana

Mobile

Proof of ID - Company registration document in any country

none

inbound calling, outbound calling

Grenada

Local

Proof of ID - Company registration document in Grenada

none

inbound calling, outbound calling

Hong Kong

National

Proof of ID - Company registration document in any country

Proof of Address from the past 3 months
-Business Registration
-Electric, Water, or Gas Bill
-Fixed or Mobile phone bill

none

inbound calling, outbound calling

Hungary

Local

Proof of ID - Company registration document in the same city as the number

1-2 Weeks

inbound calling, outbound calling

Hungary

Mobile

Proof of ID - Company registration document in Hungary

none

SMS

Iceland

Mobile

Proof of ID - Company registration document showing Iceland address

1-2 Weeks

SMS

Iceland

Local

Proof of ID - Company registration document showing Iceland address

1-2 Weeks

inbound calling

Indonesia

Mobile

Proof of ID - Company registration document in any country

National ID card or Passport of company representative - must be a passport for non-Indonesians

2-3 Weeks

inbound calling

Indonesia

Local

Proof of ID - Company registration document in Indonesia

National ID card or Passport of company representative - must be a passport for non-Indonesians

none

inbound calling

Ireland

Local

any service address in Ireland in the same area code as the desired number

none

inbound calling, outbound calling

Israel

Mobile

none

none

inbound calling, SMS

Israel

Local

none

none

inbound calling

Israel

National

none

none

inbound calling

Italy

Local

Proof of ID - Company registration document in the same city as the number

VAT or Tax ID of company

Government issued ID, Place of Birth, Address, and Fiscal Code/Tax ID number of authorized company representative

2-3 Weeks

inbound calling, outbound calling

Italy

Mobile

Proof of ID - Company registration document from any country

VAT or Tax ID of company

Government issued ID, Place of Birth, Address, and Fiscal Code/Tax ID number of authorized company representative

none

SMS

Kenya

Local

Proof of ID - company registration, must be in Kenya

National ID or Passport of Authorized Representative, someone who is shown on the business registration, if not an exectuted power or attorney is also needed

none

inbound calling, outbound calling

Lithuania

Local

Proof of ID - Company registration document in the same city as the number

2-3 Weeks

inbound calling, outbound calling

Lithuania

Mobile

Proof of ID - Company registration document from any country

none

SMS

Macao

Mobile

Proof of ID - Company registration document in the same city as the number

none

inbound calling

Malaysia

Mobile

Proof of ID - company registration in Malaysia,

Proof of ID - ID of legal company representative (must be Malaysian government issued ID or Malaysian student ID),

Executed Letter of Authorization: official signed statment on company letterhead the that representative in the ID is authorized to act on behalf of the business.

CloudTalk Numbers Team can provide a template for you or you can submit your own power of attorney

2-3 Weeks

SMS or inbound calling

Mexico

Local

Proof of ID - Mexican company registration document in the same city as the number

none

inbound calling, outbound calling

Netherlands

Local

Proof of ID - Company registration document (KvK) showing an address in the same city as the number,

Dutch VAT

2-3 Weeks

inbound calling, outbound calling

Netherlands

National

Proof of ID - Company registration document (KvK) showing an address in the Netherlands

Dutch VAT

2-3 Weeks

inbound calling, outbound calling

Netherlands

Mobile, (+31 97xxx format)

Company name and service address in main country of operation

none

inbound calling, outbound calling, SMS

New Zealand

Local

Proof of ID - New Zealand company registration document

none

inbound calling, outbound calling

Norway

Local

Proof of ID - Company registration document

Verifiable service address in Norway in the same city as the number

2-3 Weeks

inbound calling, outbound calling

Norway

Mobile (+47 59 xxx format)

company name and service address - can be anywhere in the world,

Proof of ID - company registration,

Proof of ID - ID of legal company representative (someone shown on the business registration)

1-2 Weeks

SMS

Panama

Local

Business registration (Certificado de Registro Público) showing name of authorized representative or legal representative and local address

ID of authorized representative: National Identity Document (Cedula de Identidad) for Panamanian citizens or residents or Passport for foreign citizens that are non-residents

Signed Letter of Declaration for the Panamanian Carrier. Template will be provided

none

inbound calling

Philippines

Local

Proof of ID - must be one of the following

--Certificate of registration of business name Department of Trade & Industry Phillipines
--Certificate of Registration from Securities and Exchange Commission Philippines

Proof of Address - Mayors permit showing local address

none

inbound calling

Poland

Mobile

Proof of ID - Company registration document from any country

none

inbound calling, outbound calling, SMS

Poland

Local

Proof of ID - Company registration document from Polish business register ((REGON), National Tax ID (NIP), National Court Register (KRS) etc)

2-3 Weeks

inbound calling, outbound calling

Portugal

Mobile

Proof of ID - Company registration document showing Portuguese address

Government-issued ID showing tax number: VAT/NIF number in Portugal

none

inbound calling, outbound calling, SMS

Portugal

National

Proof of ID - Company registration document showing Portuguese address

Government-issued ID showing tax number: VAT/NIF number in Portugal

2-3 Weeks

inbound calling, outbound calling

Puerto Rico

Local

none

none

inbound calling, outbound calling, SMS

Romania

National

Proof of ID - Company registration document from Romania, showing national address

Trade registry certificate, Fiscal registration/VAT certificate, or Excerpt from the commercial or trade registry

Passport or National ID Card of Authorized Representative - if this is not someone shown on the business registration, a separate Power of Attorney is needed

none

inbound calling

Singapore

Mobile ($110 per month)

Proof of ID - Company registration document from any where in the world

1-2 Weeks

SMS

(to send outbound SMS, separate A2P registration is needed, This must be done by the customer, directly with Singapore Network Information Centre (SGNIC)

Slovakia

Mobile

Proof of ID - Company registration document from any where in the world

Passport or National ID Card of Authorized Representative - if this is not someone shown on the business registration, a separate Power of Attorney is needed

3-6 Weeks

SMS, will show "SMS-info" as the Sender ID on SMS messages

Slovenia

Mobile

none

2-4 Weeks

SMS

Slovenia

Local

Proof of ID - Company registration document in the same city as the number

none

inbound calling, outbound calling

South Africa

Mobile

Proof of ID - company registration from South Africa, showing business registration number,

Additional Proof of Company Address: Bank statement, Municipal rates or tax invoice, telephone account statement (cannot be a CloudTalk invoice),

Proof of ID - Governement issued ID of legal company representative: Government-issued ID (must include photo),
-address of company representative

none

inbound calling, outbound calling, SMS

South Africa

Local

Proof of ID - company registration from South Africa in the same city as the desired number, showing business registration number,

Additional Proof of Company Address: Bank statement, Municipal rates or tax invoice, telephone account statement (cannot be a CloudTalk invoice),

Proof of ID - Governement issued ID of legal company representative: Government-issued ID (must include photo),
-address of company representative

none

inbound calling, outbound calling

South Africa

National

Proof of ID - company registration from South Africa, showing business registration number,

Additional Proof of Company Address: Bank statement, Municipal rates or tax invoice, telephone account statement (cannot be a CloudTalk invoice),

Proof of ID - Governement issued ID of legal company representative: Government-issued ID (must include photo),
-address of company representative

none

inbound calling, outbound calling

Spain

National

Proof of ID - company registration in Spain, Spanish fiscal code number (NIF)

2-3 Weeks

inbound calling, outbound calling

Spain

Local

Proof of ID - company registration in the same city as the desired number, Spanish fiscal code number (NIF)

1-2 Weeks

inbound calling, outbound calling

Sweden

Local

Proof of ID - Company registration document from Sweden in the same city as the desired number

2-3 Weeks

inbound calling, outbound calling

Sweden

National

Proof of ID - Company registration document from Sweden

2-3 Weeks

inbound calling, outbound calling

Sweden

Mobile

none

none

SMS

Switzerland

Mobile

Proof of ID - Company registration document from any country in the world

none

SMS

Switzerland

Local

Proof of ID - Company registration document from Switzerland in the same city as the number

Unternehmens-Identifikatio nsnumber (UID) for Swiss entities

none

inbound calling, outbound calling

Taiwan

Local

Proof of ID - Company registration document from Taiwan in the same city as the desired number

Passport or National ID Card of Authorized Representative

1-2 Weeks

inbound calling

Thailand

Local

Proof of ID - Thai company registration certificate from the last 12 months, showing the name of legal representatives

Proof of ID - ID of legal company representative, must be someone listed on the company registration

none

inbound calling

Uganda

National

Proof of ID - Company registration document from Uganda

none

inbound calling

United Kingdom

Mobile

Proof of ID - Business registration document from any country. (For UK companies, only the UK Companies House Registration number)

Name and contact number of an authorized company representative - this cannot be a VoIP number

none

inbound calling, outbound calling, SMS

United Kingdom

Local

Proof of ID - UK Companies House Registration number

Name and contact number of an authorized company representative - this cannot be a VoIP number

none

inbound calling, outbound calling

United Kingdom

National

Proof of ID - UK Companies House Registration number

Name and contact number of an authorized company representative - this cannot be a VoIP number

none

inbound calling, outbound calling

United States

Local

none

none

inbound calling, outbound calling, SMS

(separate A2P registration is needed, even if was previously completed for other numbers on CloudTalk)

If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

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