đ©âđ» At a Glance
Connect WhatsApp to Social Sync to send automated messages, receive supporter replies and manage one-to-one conversations as part of a connected supporter journey.
The person completing setup must be an admin of your organisationâs Meta Business Manager account.
During setup, Social Sync will create and connect the WhatsApp infrastructure you need, including a new WhatsApp Business Account, dedicated phone number and business profile.
You will also need to add a payment method directly in Meta before chargeable outbound WhatsApp messages can be sent. Meta charges for WhatsApp messaging separately from any Social Sync credits or allowances.
Connecting WhatsApp
Go to Account Settings > Integrations > WhatsApp and select Set up WhatsApp.
Follow the Meta setup process to:
Connect with Facebook using an account that is an admin of your organisationâs Meta Business Manager.
Select your organisation and the correct Meta Business Manager account.
Create a new WhatsApp Business Account when prompted. Social Sync does not currently support connecting an existing account.
Confirm the account name used for internal reference. Supporters will see your WhatsApp display name instead.
Set your time zone so message scheduling uses the correct local time.
Approve the required permissions so Social Sync can create and manage the connection.
Complete any Meta verification, such as SMS or two-factor authentication.
Once finished, select Finish to return to Social Sync.
Completing Setup
After the Meta setup is complete, Social Sync will finish provisioning your WhatsApp connection.
This includes creating your dedicated phone number, connecting it to your WhatsApp Business profile and confirming the connection with Meta.
This may take a short time to complete, but you can continue using Social Sync while setup finishes.
Adding a Payment Method
A valid payment method must be added directly in Meta WhatsApp Manager before chargeable outbound WhatsApp messages can be sent.
Meta charges for WhatsApp messaging separately from any Social Sync credits or allowances.
Without a valid Meta payment method, supporter-initiated conversations may still be received and managed within the available engagement window, but chargeable outbound messages will not be sent.
Managing Your WhatsApp Connection
Once connected, the WhatsApp integration page in Social Sync gives you a clear view of the account and connection.
You can see information such as:
Messaging limit â The number of conversations Meta currently allows your organisation to initiate.
Phone number â The dedicated number used for WhatsApp messaging.
Display name â The organisation name supporters see in WhatsApp.
Connection status â Whether the profile is successfully connected.
Quality rating â Metaâs current quality rating for the account.
Messaging limits and quality ratings are controlled by Meta and can change over time based on account activity, engagement and quality.
Updating Your WhatsApp Profile
You can manage your WhatsApp Business profile directly in Social Sync, including:
Profile image
Display name
Business category
Description
Business address
Website
Email address
Save your changes in Social Sync and they will be sent to Meta.
Because this information is visible to supporters in WhatsApp, keep your profile accurate and up to date.
Managing WhatsApp in Meta
Most day-to-day WhatsApp profile and connection settings can be managed directly in Social Sync.
You will normally only need to access Meta to:
Add or update your payment method
Review your WhatsApp Business Account directly
Manage account-level settings
Troubleshoot issues where requested by Social Sync Support
To review your account in Meta, open Meta Business Suite, go to WhatsApp Accounts, select the connected account and open WhatsApp Manager.
Things to Know
Setup must be completed by a Meta Business Manager admin.
Social Sync currently supports creating a new WhatsApp Business Account only.
A valid Meta payment method is required for chargeable outbound WhatsApp messages.
Meta charges are separate from Social Sync credits and allowances.
Meta controls messaging limits and quality ratings.
Social Sync currently supports one WhatsApp number and profile per account.
Most profile settings can be managed directly in Social Sync once connected.