> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/integrations-and-connections/connect-the-bot-to-your-business/whatsapp.md).

# WhatsApp

## Steps to Use

**Step 1:** In the Bot section, go to the **Platform Integration** tab. Then click the **WhatsApp** button.

<figure><img src="/files/She1wXxKGPHKul9OsZEn" alt=""><figcaption></figcaption></figure>

**Step 2:** Click the **+ Add phone number** button. A popup will appear. Don’t enter anything yet — just continue to the next step.

<figure><img src="/files/YGeZa8MqcfqqiIUHoSBJ" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/OiZOPc0aXIFrGi3gLozo" alt="" width="561"><figcaption></figcaption></figure>

**Step 3:** Go to the [**Meta Business Suite** website](https://business.facebook.com/) and log in to your business portfolio.

**Step 4:** In the **System Users** tab, choose a user with **Admin** access. Then click **Generate token**.

<figure><img src="/files/fYpvTIDAitbrOPWMQcbZ" alt=""><figcaption></figcaption></figure>

**Step 5:** In the **Select App** step, choose the app you created in Meta Business Suite. Click **Next**.

<figure><img src="/files/6yvmnCzlccDDCuKeE72i" alt="" width="563"><figcaption></figcaption></figure>

**Step 6:** Select your preferred token expiration. Click **Next**.

*Note: If you choose the 60-day expiration, you’ll need to remove the WhatsApp integration from CX Genie and connect it again for the bot to keep working.*

<figure><img src="/files/Hc1wPTjgl1U6gSQ7GCgL" alt="" width="563"><figcaption></figcaption></figure>

**Step 7:** Assign the following permissions:

* `whatsapp_business_management`
* `whatsapp_business_messaging`

Then click **Generate token**.

<figure><img src="/files/yoj0JWfAZVkoR58vYX1S" alt="" width="563"><figcaption></figcaption></figure>

**Step 8:** If prompted, verify your Meta account. If not, move on to the next step.

<figure><img src="/files/mu3Gmmgzfjk2pzWfzSoI" alt="" width="561"><figcaption></figcaption></figure>

**Step 9:** Copy the generated token and paste it into the **Permanent access token** field in CX Genie.

<figure><img src="/files/7RLDJ2meybJdg6c2ZUmU" alt="" width="561"><figcaption></figcaption></figure>

<figure><img src="/files/xwqFNvnbkld0AhG5QVyv" alt="" width="560"><figcaption></figcaption></figure>

**Step 10:** Go back to Meta Business Suite, go to Accounts > WhatsApp accounts and copy the system user’s ID, and paste it into the **Account ID** field in CX Genie. Once you’re done, click **Add WhatsApp Account** to connect it with CX Genie.

<figure><img src="/files/JPcHDLM8rUL56wo2xZlo" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/Zzhj2KNXpMTLGdb7m7M2" alt="" width="559"><figcaption></figcaption></figure>

**Step 11:** Select the bot you want to connect to this WhatsApp account. Click **Save changes** to apply the connection.

<figure><img src="/files/Uni3odNxympWIkLYa9Zt" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/hni6DDQfhXmv1ddN6ioe" alt="" width="432"><figcaption></figcaption></figure>

**Step 12:** Go chat with your WhatsApp number and give your chatbot a try!

<figure><img src="/files/2q04GzoqBSm6DBSVos5T" alt="" width="464"><figcaption></figcaption></figure>

## Video Guide

{% embed url="<https://www.youtube.com/watch?v=-pdESWLJukc>" %}

## Quick Tips

* If you choose **a token that expires in 60 days**, make a note to renew it before it expires to keep the bot active.

## Troubleshooting

* **Problem:** The bot doesn’t respond on WhatsApp.

  **Solution:** Make sure the correct permissions are granted and the token has not expired. Also, check that you’ve connected it to a bot after adding it to CX Genie.
* **Problem:** Error while pasting token or Account ID.

  **Solution:** Double-check that you copied the correct token and WhatsApp account ID from Meta Business Suite.

**Need help?** Join our [Discord community](https://discord.gg/SsYEF8PW65) or email us at <hello@cxgenie.ai>.