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Communication integrations

WhatsApp Business API in your CRM, checked end to end

Connect the WhatsApp Business API to your CRM by pasting the credentials from WhatsApp Manager: DigiPix Flow confirms the number with Meta, sets up the webhook that brings replies in, and pulls your approved templates across — so the first message your team sends from the CRM is one you already know will arrive.

Talk to an expertSee how it works
  • Your own number and your own Meta account
  • Webhook set up for you, with its health shown
  • Templates kept in step with Meta's review
An example of the DigiPix Flow Integrations page with the WhatsApp Business Platform manage sheet open. The system user access token is pasted beside the phone number ID and WhatsApp Business Account ID and the connection is saved; the check with Meta shows the phone number verified with the display number and the business name Rao Interiors, and the account's templates are brought across; DigiPix Flow sets the webhook on the account and health turns healthy; then Meta approves the pending template site_visit_reminder and its status changes from Pending to Approved.
credential fields to paste, one of them optional
4
daily template sync, on top of syncing by hand
03:40
WhatsApp messages a month for trial workspaces to try it
100

What a WhatsApp connection is made of

  • Phone number IDThe WhatsApp number your customers already message
  • Business Account IDThe account that owns the number and its templates
  • System user tokenStored hidden, used to send and to read the number
  • Meta app secretOptional, proves incoming messages came from Meta
  • WebhookSet on your account so replies reach the inbox
  • Message templatesWritten here, reviewed by Meta, synced back
THE PROBLEM

Where WhatsApp integrations quietly break

See how it's fixed

  1. A connection nobody can check

    Someone pastes a token into a settings page and hopes. Weeks later a customer says they never got the quotation, and nobody can tell whether the token expired, the number was wrong or the messages simply never left.

  2. Replies that never come back

    Sending works, but the webhook that carries customers' answers was never pointed at the CRM. Customers write back, the messages go nowhere, and the team assumes the buyer lost interest.

  3. Templates stuck somewhere between two screens

    A template is drafted in one tool, submitted in Meta's, and nobody notices it was rejected or paused. The rep only finds out when a message outside the 24-hour window fails to send.

CONNECT

Paste four details from WhatsApp Manager

Open Integrations, choose WhatsApp Business Platform and paste what WhatsApp Manager already shows you: the phone number ID, the WhatsApp Business Account ID and a System User access token with the whatsapp_business_messaging and whatsapp_business_management permissions. Add your Meta app secret too if you want incoming messages checked. There is no Meta login to step through, and the account stays yours.

  • Phone number ID and WhatsApp Business Account ID
  • A System User access token, stored hidden
  • An optional Meta app secret for signed messages
  • Save & connect from the Integrations page
An example of the WhatsApp Business Platform card in DigiPix Flow's Integrations page, open for Rao Interiors: fields for the phone number ID, the WhatsApp Business Account ID, a hidden system user access token and an optional Meta app secret, a note to copy them from WhatsApp Manager using a system user token with the two WhatsApp permissions, and Save & connect and Test connection actions.
VERIFY

See the number Meta confirms, before anyone sends

When you connect, or press Test connection later, DigiPix Flow asks Meta about the number using your own token. If the details are right, the sheet shows the display phone number and the verified business name, so you can see at a glance it is the number your customers know. If the token or IDs are wrong, the connection is refused, so a half-working setup never reaches your team.

  • One check with Meta, using your token
  • Display phone number and verified business name
  • Credentials Meta won't accept are refused
  • Test connection again whenever you like
An example of a successful WhatsApp connection test in DigiPix Flow: a message says the WhatsApp phone number is verified, showing the display phone number +91 98220 41120 and the verified business name Rao Interiors, with the connection healthy, beside an earlier attempt that was refused because Meta did not accept the access token.
WEBHOOK

The webhook is set up for you

Customers' replies and delivery updates reach DigiPix Flow through a webhook. Rather than asking you to copy a URL and invent a verify token in Meta's dashboard, DigiPix Flow sets the webhook on your WhatsApp Business Account itself and shows the URL in the manage sheet. If Meta refuses, health turns to degraded with a plain warning that incoming messages won't arrive, and the reason.

  • Webhook set on your account, no verify token to enter
  • The webhook URL shown in the manage sheet
  • Health shown as healthy, degraded or down
  • Incoming messages checked against your app secret
An example of the webhook details in DigiPix Flow's WhatsApp Business Platform manage sheet: the webhook URL with a copy icon, a note that DigiPix Flow set it on the WhatsApp Business Account automatically with no verify token to enter, health shown as healthy, incoming messages checked against the Meta app secret, and a second example of degraded health warning that the webhook is not set up and incoming messages won't arrive.
TEMPLATES

Write a template and submit it to Meta from here

Press New template, give it a name, choose Marketing, Utility or Authentication and a language, then write a text header, the body with numbered variables and an example for each, and a footer. DigiPix Flow checks the name rules, the 1,024-character body limit and that variables are numbered in order before Submit to Meta sends it. If Meta refuses it, you see Meta's reason and nothing is saved.

  • Marketing, Utility and Authentication categories
  • Numbered variables, each with an example value
  • Meta's rules checked before submitting
  • Meta's reason shown when a template is refused
An example of DigiPix Flow's New template form for WhatsApp: the name site_visit_reminder, Utility category, English language, a text header, a body with two numbered variables and an example value for each, a footer, a checklist confirming the name rules, the 1,024-character body limit, variables numbered in order and a body that doesn't start or end with a variable, and a Submit to Meta action.
REVIEW STATUS

WhatsApp template sync, kept in step with Meta's verdicts

Templates are synced when you connect, again every night at 03:40, and whenever you press Sync from Meta, so ones created in WhatsApp Manager appear too. Meta's decisions arrive by webhook as they happen: approved, pending, rejected with the reason, flagged, in appeal, paused or disabled. Templates the inbox can't send are labelled, and deleting one removes it at Meta first.

  • Synced on connect, nightly at 03:40 and by hand
  • Seven statuses, with the reason for a rejection
  • Unsendable templates labelled in the list
  • Deleted at Meta first, then retired here
An example of DigiPix Flow's WhatsApp templates list in Settings, Communication: a Sync from Meta action and a New template action, a note that templates sync on connect and every night at 03:40, and eight templates with their category, language and Meta status of pending, approved, paused, rejected with its reason, flagged, in appeal or disabled, one approved template marked not sendable from the inbox, and a delete icon on each row.
SENDING RULES

Meta's 24-hour rule, with a safer default on top

WhatsApp allows free-form text only within 24 hours of the customer's last message; after that, an approved template is required. DigiPix Flow applies that rule on every send, and adds a workspace setting that starts switched on: template-only sending, where even replies inside the window use a template until an admin turns it off. Consent, do-not-contact, quiet hours and frequency caps are checked as well.

  • Free-form text only inside the 24-hour window
  • Template-only sending on by default
  • An admin decides when to allow free-form replies
  • Consent and do-not-contact checked on every send
Explore WhatsApp & SMS
An example of DigiPix Flow's WhatsApp sending rules in Settings, Communication: the template-only setting is switched on, as it is by default, so even replies inside the 24-hour window use an approved template until an admin turns it off, with a summary that free-form text is only allowed within 24 hours of the customer's last message, and the checks every send passes: recorded WhatsApp consent, the do-not-contact list, quiet hours and frequency caps.
MEDIA & STATUS

Photos, documents and voice notes land on the thread

Once connected, customers' photos, videos, voice notes, stickers and documents are downloaded and kept as attachments on the conversation, with any caption as the message text. Replies join the existing thread, or are linked to the contact or lead with that phone number. Your team can send one attachment per message, checked against Meta's type and size limits first, and every message shows sent, delivered, read or failed.

  • Inbound media stored as attachments on the thread
  • Matched to the thread, contact or lead by number
  • One outbound file, type and size checked first
  • Sent, delivered, read or failed with Meta's reason
Explore the unified inbox
An example of a WhatsApp conversation with Neha Patil in DigiPix Flow: a photo of her kitchen wall and a voice note she sent are saved as attachments on the thread, with her caption shown as the message text; the rep's reply carries one PDF quotation marked as read, a second message failed outside the 24-hour window with Meta's code 131047, and the composer shows one attachment checked for type and size.
MANAGE

Rotate or remove credentials without a support ticket

When a token is replaced in Meta Business Suite, Rotate credentials swaps the new one in, and Test connection confirms it works. Remove credentials marks the connection revoked, deletes the details DigiPix Flow stored and sets health to down. Customers who reply STOP are recorded as opted out, and the monthly WhatsApp message allowance applies to what your workspace sends.

  • Rotate credentials when a token changes
  • Remove credentials deletes what DigiPix Flow stored
  • STOP replies recorded as opt-outs
  • A monthly message allowance for each workspace
Explore consent & opt-outs
An example of the WhatsApp Business Platform manage sheet in DigiPix Flow for a connected number: Rotate credentials and Remove credentials actions, a note that removing marks the connection revoked, deletes the stored credentials and sets health to down, a count of customers who replied STOP and were recorded as opted out, and the workspace's monthly WhatsApp message allowance with 1,284 messages used this month.
HOW IT WORKS

From WhatsApp Manager to your first message, in five steps

  1. STEP 01

    Copy from WhatsApp Manager

    Note the phone number ID and account ID, and create a System User token with the two WhatsApp permissions.

  2. STEP 02

    Paste and connect

    Add them on the WhatsApp Business Platform card, with your Meta app secret if you have it, and press Save & connect.

  3. STEP 03

    Check the number

    Confirm the display phone number and verified business name Meta returns, and that health shows the webhook is set.

  4. STEP 04

    Bring in templates

    Approved templates sync across; write new ones here and submit them to Meta for review.

  5. STEP 05

    Start messaging

    Reply from the inbox and records, with the 24-hour window and consent checked on every send.

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THE DIFFERENCE

Connecting in DigiPix Flow vs wiring up the API by hand

What it coversWiring up the API by handDigiPix Flow
Connecting the numberCustom code and a token pasted into a config fileFour fields on the Integrations page
Knowing it workedSend a test message and waitThe display number and verified business name shown
Receiving repliesSet up a webhook and verify token in Meta's dashboardWebhook set on your account for you
When the webhook breaksReplies silently stop arrivingHealth turns degraded, with the reason
Template approvalsChecked in a separate tool, when someone remembersSynced nightly and updated by Meta's webhook
Customers' photos and filesMedia links that expireDownloaded and kept on the thread
Changing or removing the tokenA redeployRotate credentials or Remove credentials
INTEGRATIONS

The other channels beside WhatsApp

WhatsApp sits beside the other channels your workspace connects: text messages, email sent from your own domain and mailboxes brought in over IMAP. All of them reply into the same conversations.

SMSTwo-way texts, DLT checkedEmail sendingSend from your own domainMailbox syncBring your inbox in

WhatsApp Business connection questions, answered

What do I need before connecting WhatsApp?

A WhatsApp Business Account with a phone number set up in WhatsApp Manager, and a System User access token with the whatsapp_business_messaging and whatsapp_business_management permissions. You paste the phone number ID, the account ID and the token into DigiPix Flow, plus your Meta app secret if you want incoming messages checked.

Do we need a Facebook login to connect?

No. The workspace pastes its own credentials from WhatsApp Manager, so the number and the Meta account stay in your business's name and nothing depends on one person's personal profile.

How do I know the connection is working?

On connect, and whenever you press Test connection, DigiPix Flow asks Meta about the number with your token and shows the display phone number and verified business name. Credentials Meta doesn't accept are refused. The manage sheet also shows whether the webhook is healthy, degraded or down.

Do I have to set up the webhook in Meta's dashboard?

No. DigiPix Flow sets the webhook on your WhatsApp Business Account when you connect, and you never enter a verify token. The URL is shown in the manage sheet. If Meta refuses the setup, health turns to degraded and says incoming messages won't arrive, with the reason.

Can we connect a second WhatsApp number?

Each workspace connects one WhatsApp Business number, and every WhatsApp conversation in that workspace goes through it.

What happens to the templates we already have?

They are brought across when you connect, synced again every night at 03:40, and on demand with Sync from Meta. Status changes such as approved, rejected or paused arrive from Meta by webhook, and a rejected template shows Meta's reason.

Why does every reply need a template at first?

Template-only sending starts switched on for every workspace, so even replies within the 24-hour window use an approved template. An admin can turn it off, after which free-form text is allowed while the customer's window is open. Outside the window, Meta always requires a template.

Which files can customers and our team send?

Customers can send photos, videos, voice notes, stickers and documents, and they are saved to the thread. Your team can send one attachment per message: a JPEG or PNG image, MP4 or 3GPP video, audio, a PDF, an Office file or a text file, checked against Meta's size limits before sending. A template message carries no attachment.

What happens when we remove the credentials?

The connection is marked revoked, the credentials DigiPix Flow stored are deleted and health shows down, so nothing more is sent. The token itself is managed in Meta Business Suite, so delete it there as well if you no longer need it.

Can we try WhatsApp on a trial?

Yes. Trial workspaces can connect their number and send up to 100 WhatsApp messages a month. Every workspace has a monthly WhatsApp message allowance.

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Connect your WhatsApp number and see it checked

Talk to an expert — bring your WhatsApp Manager details and a template you use, and watch the number verified, the webhook set and the template synced.

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  • Bring your WhatsApp Manager details
  • See a template go from draft to approved
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