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Connect WhatsApp Business

To send recovery messages, Infynia uses your WhatsApp Business number. The connection is done once and takes just a few minutes.

Before you start

Section titled “Before you start”
  • Make sure you can access the Meta (Facebook) account and the business portfolio you’ll use with the number.
  • Meta may ask for a payment method before messages can be sent.
  • Authorization opens in a new window. If your browser blocks pop-ups, allow them for Infynia.

How to connect your number

Section titled “How to connect your number”
  1. In Infynia, open Integrations and stay on the Service channels tab (on CRM accounts, the page shows the channels directly, with no tabs).
  2. In the WhatsApp section, click Connect WhatsApp. If you already have a number connected, click Add number. The Connect WhatsApp page opens and follows every step.
  3. Choose the number. Tell Infynia how you want to use the number:
    • A number already used in WhatsApp Business: you keep using the app and connect the same number to Infynia.
    • A dedicated number for Infynia: a separate number managed through Meta’s API.
  4. Review the notes under Before opening Meta and click Connect with Meta.
  5. Connect with Meta. In the Meta window, log in, choose your business account and the number, and complete every step to the end. Keep the Infynia page open: it follows the connection and lets you know when the number is connected.
  6. Check payment. Infynia can’t automatically confirm whether a payment method is set up at Meta. Use Open WhatsApp Manager to check before you start sending.
  7. Organize the inbox. Give it an Inbox name that helps your team recognize the number (for example, Sales or Support) and choose the AI agent that will handle it. Click Save settings, or Do this later. You can change these choices at any time.

More than one number

Section titled “More than one number”

Each connected number has its own inbox and its own AI agent. To connect another one, use Add number in the WhatsApp section of Integrations and follow the same steps.

  • Each store can connect a limited number of WhatsApp numbers. Disconnecting a number doesn’t free up a slot in that limit, but you can always reconnect a number that is already linked to the store.
  • Each active number also takes up one of the inboxes included in your plan. Learn more in Plans and billing.

When you reach one of these limits, Infynia lets you know on the connection page itself.

Manage, disconnect, and reconnect

Section titled “Manage, disconnect, and reconnect”

In Integrations, each number shows the inbox name, the phone number, and the agent in charge. Click Manage to open the Manage WhatsApp page, where you can:

  • change the Inbox name and the AI agent (including choosing No AI (human-only));
  • open WhatsApp Manager to check payment;
  • Disconnect number.

When you disconnect, the number stops sending and receiving messages through Infynia, but it stays linked to your store. A disconnected number shows a Reconnect button: click it and then Reconnect with Meta to use it again.

To keep an eye on your number’s quality, contact limit, and message delivery, use the WhatsApp Health page.

What message templates are

Section titled “What message templates are”

WhatsApp requires that the first messages sent to a customer use an approved template. This prevents spam and ensures customers receive quality messages.

A template is a predefined text that can contain variables, such as the customer’s name or the cart value. For example:

Hi, {{name}}! We noticed you left some items in your cart. Want to finish? {{link}}

Template approval

Section titled “Template approval”
  1. You write the template in Infynia.
  2. You submit it for approval.
  3. WhatsApp automatically reviews whether it follows the rules (no spam, no prohibited content).
  4. In general, the response comes back within a few minutes to a few hours.
  5. Once approved, you can use the template as many times as you want.

Why this matters

Section titled “Why this matters”
  • Free-form messages (written on the spot) are only allowed within 24 hours of the customer’s last message.
  • Outside that 24-hour window, an approved template is required.

That’s why the first contacts and some follow-ups need to be templates. When the customer is actively talking with you, replies can be free-form.

If a template is rejected, adjust the text following the reason provided and submit it again. Learn more on the frequently asked questions page.

Manage your templates

Section titled “Manage your templates”

You create, edit, submit for approval, and track the status of your message templates on the WhatsApp Templates page.