SCENARIO: I am unable to verify the number at the end of the number configuration process
If you are having issues receiving the verification code, please ensure the following:
- You have selected Phone call for verification
⚠️ Text message verification is not supported at this time
- The Aircall number you're connecting to WhatsApp is currently setup to receive calls (i.e. it is not out of business hours for the number)
- You're assigned to answer the call in the call distribution, or a member of your team can answer and provide the verification code to you
To help facilitate receiving the verification code, you should temporarily add yourself as the first part of the call distribution for the number so that the verification call will ring to you. If there is an IVR setup in your call distribution, please ensure that you are added before the IVR in the flow otherwise the verification call will not connect to you.
⚠️ Meta will only call to provide the verification code a limited number of times. If the call is missed multiple times, Meta may delay calling again, meaning you will have to wait to continue verification.
SCENARIO: Something went wrong or I am receiving a generic error at the end of the number configuration
If something goes wrong during setup, or if you are receiving a generic error:
- Make sure to complete the Meta form with the exact Aircall number which you are completing the registration process on. It is mandatory that you only enter the number which you are completing the embedded registration flow on
- Make sure you have created or selected a WhatsApp business account specifically created for Aircall. Do not use a WhatsApp business account listed that you are not sure where it comes from. You can also clean up on Meta console
SCENARIO: My number was already configured with WhatsApp on WhatsApp business app or with another tool, what should I do to set it up with Aircall ?
In order to use your number with WhatsApp with Aircall, your previous configuration will need to be removed, and you will then need to reconfigure the number with Aircall. To do so, please follow these steps:
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Log in to your Facebook Business Manager
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Navigate to your WhatsApp account settings and select your WhatsApp Account, then click on Whatsapp Manager
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Manually remove the phone numbers currently linked to your existing WhatsApp account, if not already done
- Register your numbers via the Aircall Dashboard > Numbers > Capability Tab
- Choose your Business Portfolio then your WhatsApp account or (create a new one if needed)
- This WhatsApp account will become the definitive WhatsApp account for your company moving forward
📚 For more information on setting up WhatsApp in Aircall, please visit: Setting Up WhatsApp in Aircall
SCENARIO: After setup, I am receiving messages meant for another company
All WhatsApp accounts are tied to phone numbers. Since carriers often recycle phone numbers, there’s a chance that your number was previously used and registered on WhatsApp by another person or business - who may not have deleted their account or information. Meta will delete any configuration after 45 days of inactivity to limit the occurence of this problem.
In these cases, we recommend replacing your number with a new one to avoid any issues with the previously registered number.
SCENARIO: I am unable to send templates to some numbers
Although templates generally may be used at any point in a conversation, it is important to note that template messages are not able to be sent to other WhatsApp for Business numbers.
SCENARIO: I am unable to participate in group messaging
Currently group messaging is not supported by Meta via their WhatsApp business platform offering.
SCENARIO: I received an email stating "Your display name was rejected"
If you receive an email from Meta that states your display name was rejected, please update the name directly from the WhatsApp Manager instead of the Aircall Dashboard
SCENARIO: I am unable to send outbound messages
To ensure a user can send and receive messages (including WhatsApp), please make sure they are assigned to the call distribution for the specific number they intend to use.
If a user is only added to the Call and data access list and is not also included in the number's call flow, they will be unable to use Aircall's SMS features for that number, and this includes WhatsApp messages.