WhatsApp Business Integration
Connect your WhatsApp Business account to PBX.IM and handle WhatsApp conversations directly from your Inbox. Billing is based on usage.
Table of Contents
- Access WhatsApp Settings
- Prerequisites
- Connecting Your Account
- Connected Account Overview
- Managing Phone Numbers
- Message Routing
- Syncing Numbers
- Disconnecting
- Number Statuses
Access WhatsApp Settings
Log into PBX.IM Dashboard → Go to Settings → Select Channels → Click the WhatsApp tab
The WhatsApp tab is only visible if the WhatsApp Business integration feature is enabled for your account. Contact your administrator if you do not see this tab.
Prerequisites
Before connecting, make sure you have:
| Requirement | Details |
|---|---|
| Verified Meta Business Account | You can connect a WhatsApp business profile without this, but you will not be able to use its phone number |
| WhatsApp Business profile | Required to manage your WhatsApp messaging |
| Valid phone number | Must be able to receive SMS or calls for verification. Should not be linked to any existing WhatsApp profile |
| Two-factor authentication (2FA) disabled | Must be disabled if you are migrating an existing profile |
Connecting Your Account
If no WhatsApp Business account is connected, you will see a card prompting you to connect.
- Click Connect WhatsApp Business.
- A modal appears listing the prerequisites and explaining that you will be redirected to WhatsApp Business Manager.
- Click Continue to begin the OAuth flow.
- A popup window opens with the Meta/WhatsApp login page.
- Follow the Meta prompts to authorize PBX.IM to access your WhatsApp Business account.
- Once authorization completes, the popup closes automatically and your account appears on the WhatsApp tab.
Allow popups for the PBX.IM domain. The connection flow opens in a popup window and will fail if popups are blocked.
Do not close the main PBX.IM tab while the authorization popup is open. You will be warned if you try to navigate away.
Connected Account Overview
Once connected, the WhatsApp tab displays the Connected WhatsApp Business Accounts section with:
| Element | Description |
|---|---|
| Connected To | The name of your connected WhatsApp Business Account (WABA) with a green check icon |
| Sync Numbers | Button to refresh phone numbers from Meta |
| Disconnect | Button to remove the WhatsApp Business connection |
Managing Phone Numbers
Below the account info, a WhatsApp business numbers table lists all phone numbers associated with your WhatsApp Business Account:
| Column | Description |
|---|---|
| Display Name | The verified name associated with the phone number |
| Phone Number | The number itself, displayed with a country flag |
| Status | Current status of the phone number (see statuses below) |
| Linked Inbox | The inbox where incoming messages from this number are routed |
Message Routing
Each WhatsApp number can be routed to either a Personal Inbox (individual user) or a Team Inbox (chat queue). Use the Linked Inbox dropdown in the numbers table to assign routing.
| Inbox Type | Description |
|---|---|
| Personal Inboxes | Messages go directly to a specific user |
| Team Inboxes | Messages are distributed to a team queue |
To change routing:
- Find the phone number in the table.
- Click the Linked Inbox dropdown.
- Select a user (Personal Inbox) or a queue (Team Inbox).
- The change saves automatically.
Syncing Numbers
If you add or remove phone numbers in your Meta Business Manager, click the Sync Numbers button to refresh the list in PBX.IM. This fetches the latest phone numbers and their statuses from Meta.
Disconnecting
To disconnect your WhatsApp Business account:
- Click the Disconnect button next to the account name.
- Confirm the action in the dialog that appears.
- Once disconnected, all WhatsApp numbers and routing settings are removed.
Disconnecting removes the integration from PBX.IM. It does not affect your Meta Business Account or WhatsApp Business profile. You can reconnect at any time.
Number Statuses
| Status | Meaning |
|---|---|
| CONNECTED | The number is active and ready to send/receive messages |
| PENDING | The number is being set up or awaiting verification |
| OFFLINE | The number is temporarily unavailable |
| DISCONNECTED | The number has been removed or is no longer linked |
| FLAGGED | The number has been flagged by Meta for policy review |
| RESTRICTED | The number has been restricted by Meta due to policy violations |