Bring WhatsApp Business conversations into Crisp so your team can reply alongside its other support channels.

Choose coexistence if you need to keep using the WhatsApp Business app, or a Cloud API setup for multiple numbers. This guide covers connecting the number, managing its business profile, and checking that messages reach the right place.

In this article:

• Choose how to connect your number
• Connect your number
• Keep the WhatsApp Business app with coexistence
• Test the connection
• Manage your connected numbers

Choose how to connect your number

Choose the starting point that matches your number:

• New number: follow the connection steps below.
• WhatsApp Business app: use coexistence to keep the mobile app available while connecting Crisp.
• Ordinary WhatsApp app: this is different from the Business app required for coexistence. Confirm the migration path before changing its existing account.
• Another API provider: confirm the migration requirements with Crisp support and your current provider before disconnecting anything.
• Already connected to Crisp through Cloud API: contact Crisp support to confirm the available conversion path before changing the number’s registration. If removal and reconnection are required, agree on the steps and interruption to service before deleting anything.

Connect your number

Keep the phone available to receive any SMS or voice verification requested during setup. Use a Facebook account with administrator access to the business you intend to connect.

1. Open 🧩 Plugins → WhatsApp in Crisp and install the plugin.
2. Click Connect to WhatsApp and sign in with the Facebook administrator account for your business.
3. Follow Meta’s screens to select the business portfolio and WhatsApp Business account, enter or select the number, and complete the requested verification.
4. Review the requested permissions and finish the Meta flow. If Crisp asks which WhatsApp Business account to use, select the intended account and click Connect this Business.
5. On Phone Numbers, check that the number is connected. Use Register Number if shown, then Connect Number when needed.

The order of Meta’s screens can vary with the number’s current setup. If Meta refuses the number or the expected business is missing, use WhatsApp troubleshooting.

Keep the WhatsApp Business app with coexistence

Use the same connection flow with the number already registered in the WhatsApp Business app. Follow Meta’s Business app connection prompts and scan its QR code from the app when requested. Confirm that the displayed business and number are yours.

Once connected, Crisp labels the number Also connected to the WhatsApp Business app. New customer messages reach Crisp, and replies sent from the Business app are copied into the corresponding Crisp conversation. You can also reply from Crisp. Agree with your team when to answer from the app and when to use Crisp, so two people do not start handling the same request independently.

Historical chats are not imported into Crisp. Test a new message after connecting; do not use an old chat’s absence as proof that setup failed. After changing devices or re-registering the Business app, check that messages still reach Crisp.

Test the connection

From another phone, send a new customer message to each connected number, then reply from Crisp. With coexistence, also send a reply from the Business app and check that it appears in Crisp.

If receiving works but sending fails, check message-delivery troubleshooting. For a later business-initiated message, follow the template guide under Prepare your team’s WhatsApp use below.

Manage your connected numbers

Open Plugins → WhatsApp → Phone Numbers.

Number-management actions:

• Add Number opens Meta’s connection flow for another number in a Cloud API setup. Keep the WhatsApp Business account already selected for this workspace.
• Connect Number enables messages for that number in Crisp; Disconnect Number stops them.
• The QR code button provides a link customers can use to start a chat with the number.

All numbers added here belong to the same WhatsApp Business account. Crisp refuses an Add Number flow that selects a different account. For Cloud API, contact support if the plugin reports that an additional number cannot be connected.

To refresh permissions, open Connection Settings → Reconnect to WhatsApp. If your plugin uses the older Setup screen, choose Re-authenticate my Whatsapp business with Crisp, then Reconnect to Whatsapp. Reconnecting with a different WhatsApp Business account replaces the currently connected account and numbers, so check the intended account before finishing.

Request the WhatsApp blue tick (verification badge)

Meta manages the verification badge. For a Cloud API number, check whether you can apply for Official Business Account (OBA) status from your own Meta account.

Application steps:

1. Open WhatsApp Manager and select your business phone number.
2. Under Phone numbers → Profile → Official business account, click Submit Request and complete the application.

Your number must meet Meta’s eligibility requirements. Meta decides whether to approve it. Connecting to Crisp or completing business verification does not automatically grant the badge.

If your number uses the WhatsApp Business app, check Meta Verified for Business in the app instead. This is a separate paid subscription, subject to Meta’s availability and eligibility requirements.

Update the WhatsApp business profile

Open Meta Business Suite → Settings → Accounts, select the relevant WhatsApp account, then open WhatsApp Manager. Under Account Tools → Phone numbers, select the number to edit its profile picture, business details, or display name.

Display-name changes may need Meta approval. After approval, return to Crisp’s Phone Numbers page and use Register Number if it appears. Contact support if the approved change still does not apply.

Prepare your team's WhatsApp use

Once the number is connected, use the guide that matches your next task:

• Review WhatsApp billing and spending limits to understand usage and control additional spend.
• Create and send message templates when you need to start a conversation or contact someone outside the 24-hour customer service window. Only contact customers who opted in to receive these messages; sending a template does not reopen the window for ordinary replies.
• Use WhatsApp Campaigns when your message is intended for a group of customers.
• For programmatic sending, a workspace owner can configure tokens and a callback URL in Plugins → WhatsApp → API Settings. Follow the WhatsApp API guide.

Updated on: 03/11/2026