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How to Connect WhatsApp Business to your Help Desk?

Connect your WhatsApp Business number to ProProfs Help Desk so every customer message arrives as a ticket your team can track, assign, and answer. You set it up from Settings → WhatsApp Business using your Business account.

What Is WhatsApp Business in Help Desk?

WhatsApp Business in Help Desk links your WhatsApp Business number to one of your Help Desk inboxes. Each customer message creates a ticket, or updates the existing one, so WhatsApp conversations sit beside your other support requests. Your agents reply from the ticket, and the customer receives the reply on WhatsApp.

Why Use It?

Connecting WhatsApp Business puts your WhatsApp chats in the same queue as your other support channels.

Customers message you on WhatsApp, but your team works in Help Desk. Every chat becomes a ticket, so no message stays buried in a phone inbox.
Several agents need to answer the same WhatsApp number. Agents reply from the ticket, so the whole team shares one number.
You still want to use the WhatsApp Business mobile app. Coexistence keeps the app working while you manage chats in Help Desk.

Example Use Cases

A support agent answers a customer's order question from the ticket instead of switching to a phone.
A team manager routes all WhatsApp chats to the Sales inbox so the sales team sees them next to other tickets.
A store owner replies to quick chats in the WhatsApp Business app while agents handle the rest in Help Desk.

Step-by-Step Instructions

Before you start: You need admin or settings access in Help Desk, a Facebook or Meta Business account, and a WhatsApp Business phone number.

Step 1: Open Settings from the top navigation and click the WhatsApp Business card. This opens the page where you add and manage your WhatsApp number.

Step 2: Click Add WhatsApp on the Add your WhatsApp Account page to start the connection.

Step 3: Choose the inbox that will receive WhatsApp conversations from the Select Inbox dropdown, then click Connect. Every message from the connected number arrives as a ticket in this inbox, so select the team inbox that will answer customers, such as Sales or Support.

Step 4: Sign in with your Facebook or Meta account in the window that opens and click Continue. Meta guides you through the remaining setup in this window.

Note: If nothing opens, allow pop-ups for Help Desk in your browser and click Connect again.

Step 5: Select your business account, or create a new one, and then choose the phone number to connect. To register a new number, enter it and verify it by Text message or Phone call.

Step 5: Approve the messaging permissions that Meta requests and complete the remaining screens. If Meta offers WhatsApp Business app onboarding, complete it so you can keep using the mobile app alongside Help Desk.

Note: Do not close the Meta window until onboarding finishes. Closing it early leaves the connection incomplete.

Step 6: Return to the connection page, which reloads after a successful setup. It lists your inbox name, phone number, connected date, and a green Connected status.

Note: Do not close the Meta window until onboarding finishes. Closing it early leaves the connection incomplete.

How to Disconnect WhatsApp Business

Step 1: Open Settings → Integrations → WhatsApp Business.

Step 2: Click the ⋮ (three-dot) menu in the Action column of the connected row.

Step 3: Click Disconnect.

Pro Tips & Interactive Settings

Tip: Choose the inbox before you click Connect WhatsApp. All tickets from this number arrive in that inbox, so pick the one your answering team already monitors.

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