This article is intended as a guide for our WhatsApp Inbound Integration within the CloudTalk phone app and does not apply to using your CloudTalk numbers externally in the WhatsApp app .
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.
To register a new number in our WhatsApp Integration, please read all the sections below in this guide, and then initiate a request to our numbering team, using our web form.
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 can be about 4-5 weeks.
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 3-4 weeks depending on processing time with our messaging partner and MetaActivation of Sender IDs (Individual numbers)
After you are a registered user, new individual Sender IDs will take approximately 5-7 days to be approved and activated by WhatsApp/Meta.
This will allow you to receive and respond to inbound conversations from your customers.This timeline will be the same for subsequent Sender IDs orders after the initial Business Access verification is complete
You cannot use a number on both the external WhatsApp app and CloudTalk WhatsApp integration concurrently.
Optional - Outbound functionality: to send outbound conversations to your customers, see the section below "Outbound Message Templates"
Prerequisites
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:
Access the Business Settings page on Facebook Business Manager.
Click Business Info.
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
Registration information
User Requirements
This is the internal information needed to by vetted by WhatsApp/Meta
Facebook/ Meta Business Manager ID
Company Legal name
Company Trading name
Company Representative Name (someone legally entitled to sign the WhatsApp Terms of Service)
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
Desired Business Display Name - must meet Meta's Display Name Guidelines
Company Address
Company Email
Company Phone Contact
Website
Optional Additional Website
Vertical / Industry of the business - Please check the WA commerce policies here to be sure they will support your Industry and use case.
AutomotiveBeauty, Spa and SalonClothing and ApparelEducationEntertainmentEvent Planning and ServiceFinance and BankingFood and GroceryPublic ServiceHotel and LodgingMedical and HealthNon-profitProfessional ServicesShopping and RetailTravel and TransportationRestaurantOtherThe business vertical cannot be set back to an empty value after it is created.
Link to Logo - JPG or PNG, 640x640 pixels or larger, square ratio
Profile About Text - if nothing is submitting it will show the default "Hey there! I am using WhatsApp."
Sender display name guidelines
Clear relationship with your business / Should include your business name.
Consistency with external branding, including spelling.
Compliant with WhatsApp Commerce and Business Policy.
Outbound Message Templates
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 | Business Registration or Address Required | Wait Time | Additional Functionality |
Argentina | Local | within the same city | none | inbound calling, outbound calling |
Australia | Mobile | anywhere in the world | none | inbound calling, outbound calling, SMS |
Australia | Local | within the same country | none | inbound calling, outbound calling |
Austria | Local | within the same city | none | inbound calling, outbound calling |
Austria | Mobile | within the same country | none | inbound calling, outbound calling, SMS |
Austria | National | within the same country | none | inbound calling, outbound calling |
Barbados | Local | within the same city | none | inbound calling, outbound calling |
Belgium | Mobile | anywhere in the world | 2-3 Weeks | inbound calling, outbound calling, SMS |
Belgium | Local | within the same city | 2-3 Weeks | inbound calling, outbound calling |
Brazil | Mobile | within the same country | 2-3 Weeks | inbound calling, outbound calling, SMS |
Brazil | Local | within the same country | none | inbound calling, outbound calling |
Bulgaria | Local | within the same city | none | inbound calling, outbound calling |
Canada | Local | none | none | inbound calling, outbound calling, SMS |
Chile | Local | within the same country | 2-3 Weeks | inbound calling, outbound calling, *SMS (upon special order) |
Chile | Mobile | within the same country | none | SMS |
Colombia | Local | within the same city | none | inbound calling, outbound calling |
Costa Rica | National | within the same country | 3-4 Weeks | inbound calling, outbound calling |
Croatia | Local | within the same city | none | inbound calling, outbound calling |
Czech Republic | Mobile | anywhere in the world | none | SMS - will show "SMS-info" as the Sender ID |
Czech Republic | Local | within the same city | none | inbound calling, outbound calling |
Denmark | Mobile | within the same country | none | inbound calling, outbound calling, SMS |
Denmark | Local | within the same country | 2-3 Weeks | inbound calling, outbound calling |
Dominican Republic | Local | none | 1-2 Weeks | inbound calling, outbound calling |
Ecuador | Local | within the same city | none | inbound calling |
El Salvador | Local | within the same city | none | inbound calling |
Estonia | Mobile | anywhere in the world | none | SMS |
Estonia | National | anywhere in the world | none | inbound calling, outbound calling |
Finland | Mobile | none | none | inbound calling, outbound calling, SMS |
Finland | Local | within the same city | 2-3 Weeks | inbound calling, outbound calling |
France | Local | within the same country | 2-3 Weeks | inbound calling, outbound calling |
Germany | Mobile | within the same country | 2-5 Days | inbound calling, outbound calling, SMS |
Germany | Local | within the same city | none | inbound calling, outbound calling |
Ghana | Mobile | anywhere in the world | none | inbound calling, outbound calling |
Grenada | Local | within the same city | none | inbound calling, outbound calling |
Hong Kong | National | anywhere in the world | none | inbound calling, outbound calling |
Hungary | Local | within the same city | 1-2 Weeks | inbound calling, outbound calling |
Hungary | Mobile | within the same country | none | SMS |
Iceland | Mobile | within the same country | 1-2 Weeks | SMS |
Iceland | Local | anywhere in the world | 1-2 Weeks | inbound calling |
Indonesia | Mobile | anywhere in the world | 2-3 Weeks | inbound calling |
Indonesia | Local | within the same city | none | inbound calling |
Ireland | Local | within the same city | 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 | within the same city | 2-3 Weeks | inbound calling, outbound calling |
Italy | Mobile | anywhere in the world | none | SMS |
Kenya | Local | within the same city | none | inbound calling, outbound calling |
Lithuania | Local | within the same country | 2-3 Weeks | inbound calling, outbound calling |
Lithuania | Mobile | anywhere in the world | none | SMS |
Macao | Mobile | within the same country | none | inbound calling |
Malaysia | Mobile | within the same country | 2-3 Weeks | SMS or inbound calling |
Mexico | Local | within the same city | none | inbound calling, outbound calling |
Netherlands | Local | within the same city | 2-3 Weeks | inbound calling, outbound calling |
Netherlands | National | within the same country | 2-3 Weeks | inbound calling, outbound calling |
Netherlands | Mobile, (+31 97xxx format) | anywhere in the world | none | inbound calling, outbound calling, SMS |
New Zealand | Local | within the same country | none | inbound calling, outbound calling |
Norway | Local | within the same city | 2-3 Weeks | inbound calling, outbound calling |
Norway | Mobile (+47 59 xxx format) | anywhere in the world | 1-2 Weeks | SMS |
Panama | Local | within the same city | none | inbound calling |
Philippines | Local | within the same city | none | inbound calling |
Poland | Mobile | anywhere in the world | none | inbound calling, outbound calling, SMS |
Poland | Local | within the same city | 2-3 Weeks | inbound calling, outbound calling |
Portugal | Mobile | within the same country | none | inbound calling, outbound calling, SMS |
Puerto Rico | Local | none | none | inbound calling, outbound calling, SMS |
Romania | National | within the same country | none | inbound calling |
Slovakia | Mobile | anywhere in the world | 3-6 Weeks | SMS, |
Slovenia | Mobile | none | 2-4 Weeks | SMS |
Slovenia | Local | within the same city | none | inbound calling, outbound calling |
South Africa | Mobile | within the same country | none | inbound calling, outbound calling, SMS |
South Africa | Local | within the same city | none | inbound calling, outbound calling |
South Africa | National | anywhere in the world | none | inbound calling, outbound calling |
Spain | National | within the same country | 2-3 Weeks | inbound calling, outbound calling |
Spain | Local | within the same city | 1-2 Weeks | inbound calling, outbound calling |
Sweden | Local | within the same city | 2-3 Weeks | inbound calling, outbound calling |
Sweden | National | within the same country | 2-3 Weeks | inbound calling, outbound calling |
Sweden | Mobile | none | none | SMS |
Switzerland | Mobile | anywhere in the world | none | SMS |
Switzerland | Local | within the same city | none | inbound calling, outbound calling |
Taiwan | Local | within the same city (Taipei only) | 1-2 Weeks | inbound calling |
Thailand | Local | within the same city (Bangkok only) | none | inbound calling |
Uganda | National | within the same country | none | inbound calling |
United Kingdom | Mobile | anywhere in the world | none | inbound calling, outbound calling, SMS |
United Kingdom | Local | within the same country | none | inbound calling, outbound calling |
United Kingdom | National | within the same country | none | inbound calling, outbound calling |
United States | Local | none | none | inbound calling, outbound calling, SMS* |
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!