# 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>.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://documents.cxgenie.ai/integrations-and-connections/connect-the-bot-to-your-business/whatsapp.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.