Connecting a WhatsApp number
To use KiliChat, your business number needs to be connected to Meta's WhatsApp Cloud API. The easiest way is WhatsApp Connect: the business owner logs in with Facebook, picks the number, and KiliChat sets up the rest.
Most businesses don't do this alone: the KiliChat team connects your number with you during setup. This page explains what happens, in case you're doing it yourself or need to reconnect later.
What do I need before connecting?
- A phone number that can get an SMS or a phone call, so Meta can send it a code. A landline works if it can take calls.
- The business owner's Facebook login. Meta uses it to create or choose your business portfolio and WhatsApp Business account.
- Your business details: name, website (if you have one) and address.
- Admin access in KiliChat. Only admins see the Add number button.
Is the number on the WhatsApp app now?
A number that's in use on the WhatsApp or WhatsApp Business app usually has to be removed from the app before Meta lets you connect it. You'd then answer customers in KiliChat, not in the app. Old chats on the phone don't move to KiliChat. Talk to us on WhatsApp before you do this, so nothing gets lost.
How do I connect a number with WhatsApp Connect?
- On the dashboard, find your business's card and click Add number.
- Make sure WhatsApp Connect is selected.
- Optionally type a Display name, like "Support line". Only your team sees this. If you leave it empty, KiliChat uses the business name from WhatsApp.
- Click Connect with Facebook. A Facebook window opens.
- In the Facebook window, log in, then follow Meta's steps: choose or create your business portfolio, choose or create a WhatsApp Business account, and add or pick the phone number.
- Meta sends a code to the number by SMS or call. Type it in to prove the number is yours.
- Finish the steps. Back in KiliChat, you see Setting up the number… and then WhatsApp connected with your business name and number.
- Click Check the connection in Settings to make sure everything is green.
The button says "Loading Facebook sign-in…" and never changes
An ad blocker or privacy extension may be blocking Facebook's sign-in. Turn it off for app.kilichat.com and reload the page. Your browser also needs to allow pop-ups from KiliChat.
What is the "one last step" about a payment method?
After connecting, KiliChat reminds you: One last step for the business: add a payment method. Meta won't deliver messages that you start (templates and broadcasts) until a card is added in WhatsApp Manager.
- Click Open WhatsApp Manager (or go to business.facebook.com/wa/manage).
- Open your WhatsApp account's payment settings and add a card.
Replies to customers who message you first still work without it. See What it costs for how Meta charges.
How do I know the connection is working?
Admins can check under Settings → WhatsApp connection. The Connection checklist shows a green tick or red cross for each part:
| Check | What it means |
|---|---|
| Token accepted by Meta | KiliChat can talk to Meta for this number. It also shows your WhatsApp name, number and quality rating. |
| Token valid until… / Token never expires | When the connection key runs out. |
| Subscribed to webhooks | Meta sends this number's messages to KiliChat. |
| Meta is reaching this server | When KiliChat last heard from Meta. |
Click Check again to refresh it. To test it, send a WhatsApp message to your business number from your personal phone and watch it appear in the inbox.
It says "Business account isn't subscribed to webhooks"
Meta won't send any messages to KiliChat until this is done. Click Subscribe to webhooks at the bottom of the checklist. If it says "More than one app receives these messages", another tool is also connected to your number. Make sure only one of them replies automatically, or customers may get two replies.
What is a token, and why does it expire?
A token is the key Meta gives KiliChat to send and receive messages for your number. Tokens from WhatsApp Connect last for a limited time (usually about 60 days). The KiliChat team can also connect your number with a token that never expires.
KiliChat checks the token with Meta twice a day. From 14 days before it runs out:
- the number's tile on the dashboard shows Token expires in N days;
- admins see a yellow strip across the top of the number's pages with Fix in Settings;
- the KiliChat team gets an alert.
If it runs out, the strip turns red: This number can't send or receive messages until it's reconnected.
How do I reconnect a number?
- Go to Settings → WhatsApp connection for that number (or click Fix in Settings).
- In the Reconnect with Facebook card, click Reconnect with Facebook.
- Log in with Facebook again and pick this same number.
KiliChat swaps in the new token. Your chats, contacts and settings stay as they are. You see Reconnected and the date the new token is valid until.
If your number wasn't connected with WhatsApp Connect, you'll see Access token instead. Ask the KiliChat team to replace it for you.
What is the two-step verification PIN?
WhatsApp Connect sets a 6-digit PIN on your number to protect it. Meta asks for it if the number is ever moved or registered again. Admins can see it under Settings → WhatsApp connection → Two-step verification PIN → Show PIN. Keep it private. Viewing it is recorded in the activity log.
Something went wrong while connecting. What now?
| Message | What to do |
|---|---|
| Sign-up was closed before it finished. Nothing was connected. | Click Connect with Facebook again and complete every step. |
| The Facebook window was closed before sign-up finished. | Same as above. Make sure pop-ups are allowed. |
| Meta didn't share which account and number you picked. | Try again. If it keeps happening, contact us. |
| Sign-up finished without a phone number for the WhatsApp Cloud API. | Run it again and add or choose a phone number in the Facebook window. |
| This number is already connected to KiliChat | The number is already set up. Pick it from the WhatsApp number menu instead. |
| The number couldn't be activated for sending | The number may already have a PIN from somewhere else. It may need that PIN, or a reset in WhatsApp Manager. Contact us. |
| WhatsApp Connect isn't switched on for this server yet | Contact us and we'll connect the number for you. |
If an error shows a Meta session ID for support, copy it and send it to us. It helps us find the problem with Meta. You can always reach us on WhatsApp or at info@kilichat.com, and see Troubleshooting.
Can I connect more than one number?
Yes. Repeat Add number for each one. Each number has its own inbox, contacts, templates and settings. How many numbers you can have depends on your plan.
Can an agent connect a number?
No. Only admins see Add number. Agents can ask their business admin or the KiliChat team.
What's the difference between the display name in KiliChat and on WhatsApp?
- The Display name you type in KiliChat is a label for your team only, such as "Support line".
- Your WhatsApp display name is the business name customers see on WhatsApp. Meta reviews it and you change it in WhatsApp Manager. See WhatsApp's rules.
How do I disconnect KiliChat from my number?
Ask the KiliChat team. You can also remove KiliChat's access from your Facebook settings under Business Integrations. That stops new access; email info@kilichat.com if you also want us to delete your data. See Privacy and your data.