đ©âđ» At a Glance
Connecting WhatsApp allows you to send and receive WhatsApp messages through Social Sync as part of your supporter journeys.
As part of setup, Social Sync will:
Create a new WhatsApp Business Account in Meta
Set up a dedicated WhatsApp phone number
Connect your WhatsApp profile to Social Sync
Allow you to manage your WhatsApp profile and connection from Social Sync
The person completing setup must be an admin of your organisationâs Meta Business Manager account.
You will also need to add a payment method directly in Meta before you can send chargeable WhatsApp messages. Meta charges for WhatsApp messaging separately from any Social Sync credits or allowances.
Connecting WhatsApp
To connect WhatsApp:
Open the WhatsApp integration â Go to Account Settings > Integrations > WhatsApp and select Set up WhatsApp.
Connect with Facebook â Follow Metaâs setup process and continue using an account that is an admin of your organisationâs Meta Business Manager.
Select your organisation â Choose the correct Meta Business Manager account.
Create a new WhatsApp Business Account â Select Create a new WhatsApp Business Account.
Social Sync does not currently support connecting an existing WhatsApp Business Account.
Enter your WhatsApp Business Account name â Meta will default this to your organisation name. You can change it for internal reference if required.
Supporters will not see this name. They will see your WhatsApp display name instead.
Set your time zone â Select the time zone your organisation uses. This is important for message scheduling.
Confirm permissions â Allow Social Sync the permissions required to create and manage your WhatsApp connection.
Complete Meta verification â Meta may ask you to confirm your identity using SMS or two-factor authentication.
Once complete, select Finish to return to Social Sync.
Completing Setup
After the Meta setup is complete, Social Sync will finish creating your WhatsApp connection in the background.
This includes:
Setting up your dedicated WhatsApp phone number
Connecting the number to your WhatsApp Business profile
Confirming the connection with Meta
This may take a short time to complete. You can continue using Social Sync while setup finishes.
Adding a Payment Method
A valid payment method must be added in Meta before you can send chargeable WhatsApp messages.
You can add or update your payment method through Meta Business Manager / WhatsApp Manager.
Meta charges for WhatsApp messaging separately from any Social Sync credits or allowances.
Without a valid payment method, you may still be able to receive and manage supporter-initiated conversations, but chargeable outbound messages will not be sent.
Managing Your WhatsApp Connection
Once connected, the WhatsApp integration page in Social Sync will show information about your account, including:
Messaging limit â The number of supporter conversations Meta currently allows you to initiate.
Phone number â The dedicated number used to send and receive WhatsApp messages.
Display name â The organisation name supporters see in WhatsApp.
Connection status â Whether your WhatsApp profile is successfully connected.
Quality rating â Metaâs current quality rating for your WhatsApp profile.
Meta controls messaging limits and may increase them over time based on message activity, engagement and account quality.
Updating Your WhatsApp Profile
You can manage most WhatsApp Business profile information directly in Social Sync updating:
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.
Your profile information is visible to supporters in WhatsApp, so we recommend keeping it accurate and up to date.
Managing WhatsApp in Meta
Once your connection is set up, most day-to-day WhatsApp settings can be managed directly through Social Sync.
You will normally only need to access Meta to:
Add or update your payment method
Review your WhatsApp Business Account directly in Meta
Troubleshoot account-level issues if requested by Social Sync Support
To review your account in Meta:
Open Meta Business Suite.
Go to WhatsApp Accounts.
Select your connected account.
Open WhatsApp Manager to review your profile and payment settings.
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 payment method is required to send chargeable WhatsApp messages.
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 setup is complete.