Setting up WhatsApp in Aircall

This article explains how to connect your Aircall phone numbers to WhatsApp for messaging. Once connected, your team can send and receive WhatsApp messages directly from Aircall Workspace and mobile apps.

Important: To add WhatsApp in Aircall to your subscription, please login to Aircall Dashboard.

Overview of setup steps

To use WhatsApp in Aircall, your company must complete the following three steps:

1. Ensure a verified Meta Business Portfolio
2. Purchase the WhatsApp in Aircall Add-on and assign licenses to users who need access
3. Connect Aircall numbers to WhatsApp

Step 1: Prepare your Meta Business Portfolio

Before connecting your numbers, your business must have a Meta Business Portfolio.

Verify or create your Meta Business Portfolio

• Most companies already have a Meta Business Portfolio. Check for an existing one before creating a new account.
• If unsure, contact your marketing team to verify whether one exists.
• If your company does not have a Meta Business Portfolio, create one following Meta’s setup instructions.

Tip: Access your Meta Business Portfolio using an existing Facebook account to reduce the risk of being flagged or blocked by Meta. When creating a new Business account, gradually add administrators to avoid potential restrictions.

Verify your business with Meta

If your business is not yet verified, follow Meta’s verification instructions.
Verification can take anywhere from 10 minutes to 14 business days. Meta will notify you once the review is complete.

Step 2: Activate WhatsApp for your Aircall account

• Contact our Customer Success team to purchase the WhatsApp in Aircall add-on.

Step 3: Connect Aircall numbers to WhatsApp

Important: Before proceeding, ensure the following:
1. All prerequisite steps above are completed.
2. The Aircall Admin performing the setup is logged in as an Admin on the company Meta Business account in a separate browser tab (not a personal Facebook account).

These steps ensure a proper connection between your Aircall number and your company Meta account.

Connecting your first number

Steps:

1. Once Meta verifies your business, go to the Numbers tab in the Aircall Dashboard.
2. Select the first number you want to connect with WhatsApp.

3. Click the Integration tab within that number and start the embedded flow to connect it to WhatsApp. 

   

4. In the Meta module that appears, follow the prompts to grant permissions.
   • Make sure the correct Meta Business Portfolio is selected.

Important: Only one Meta Business Portfolio can be connected to an Aircall account. The selected profile applies to all phone numbers linked to WhatsApp in Aircall.

5. In Create or Select a WhatsApp Business Profile, choose Create a new WhatsApp Business Profile and click Next.

6. Enter your WhatsApp Business Display Name (visible to customers) and select a Category that best describes your business.

7. Click Add a new number, and enter the exact Aircall number you are registering.

Important: Only enter the number you are completing the embedded registration flow on.

8. Select Phone call for verification.

Note: Text message verification is not supported. Meta will attempt to call only a limited number of times. Missing multiple calls may delay further verification attempts.

To ensure you receive the verification call:

• Confirm that the Aircall number can currently receive calls (i.e., it is within business hours).
• Ensure that you, or someone on your team, are assigned to answer the call and capture the verification code.

9. When the call arrives, answer and note the verification code provided by Meta.
10. Enter the code and proceed with the prompts to complete setup.

11. Click Finish to finalize the process.

You’ll be redirected back to the Capability tab, where the number will display a Pending approval status.

Note: Typically, your number’s connection status changes to *Online* within 30 minutes. The display name may take a few days to appear. During this time, WhatsApp in Aircall functionality will be limited.

Once fully approved, the Validation status will show as Online, along with your Rate limits.

Connecting additional numbers

To connect more numbers after your first one:

Steps:

1. In the Numbers tab, select another number to connect.
2. Open the Capability tab and start the embedded flow.
3. Follow the same prompts as before, but note the following:
   • WhatsApp Business Account (WABA): Reuse the same one you created for the first phone line. Only one WABA can be associated with each Aircall account.
   • WhatsApp Business Profile: Create a new profile for each phone number you connect.

Once connected, numbers will display a WhatsApp symbol in the Numbers page of the Aircall Dashboard. You can also filter for WhatsApp-capable numbers.

When a number’s connection status is Online, agents can begin using WhatsApp in Aircall applications.

For detailed usage guidance, visit Using WhatsApp in Aircall.

Managing user access and permissions

Note: This section does not apply during the beta period.

To control which users can access WhatsApp in Aircall:

Steps:

1. Go to the Users tab in the Aircall Dashboard.
2. Assign a WhatsApp in Aircall Add-on license to users who need messaging access.

Important: Only users with the WhatsApp in Aircall Add-on license can send WhatsApp messages.

3. Add licensed users to the call distribution for the connected WhatsApp numbers.

Important: Only users added to connected numbers can send WhatsApp messages in Aircall.
Only Admins can connect numbers and manage business accounts in Meta.

Compliance

For detailed compliance information, visit WhatsApp in Aircall – Compliance.