WhatsApp Integration

Connect WhatsApp Business so your customers can chat with Omni via messaging.

Overview

The WhatsApp integration lets your customers chat with Omni directly through WhatsApp Business. Messages are processed with full access to your product catalogue and order data.

Prerequisites

  • A dedicated phone number — a separate number for Omni (cheap SIM or virtual number). Your personal WhatsApp stays completely separate.
  • A Meta Business account — free to create at business.facebook.com
  • Business verification — Meta verifies your business using official documents (takes 2-14 days)

Why a separate number? WhatsApp locks each number to one integration. Giving Omni its own number means your personal or business WhatsApp is unaffected. Your customers message Omni's number for support.

Setup

Unlike other integrations that connect with a single click, WhatsApp requires a short manual setup through Meta. This typically takes around 30 minutes of active work, plus a wait for Meta's business verification.

Step 1: Get a Dedicated Phone Number

You need a phone number that isn't currently registered with WhatsApp. Options:

  • A cheap pay-as-you-go SIM
  • A virtual/VoIP number (must be able to receive one SMS for verification)

Step 2: Verify Your Business with Meta

  1. Go to Meta Business Suite and create or select your business
  2. Navigate to Settings → Business Verification
  3. Upload your business documents (registration certificate, tax document, or utility bill)
  4. Wait for verification (usually 2-14 days)

Step 3: Register for WhatsApp's Business Messaging Service

  1. In Meta Business Suite, go to WhatsApp → Getting Started (Meta calls this the "Cloud API" in their dashboard)
  2. Create a WhatsApp Business account
  3. Add your dedicated phone number and verify it via SMS
  4. Note your Phone Number ID and Business Account ID

Step 4: Connect in Omniops

  1. Go to Integrations → Meta Business Suite in your dashboard
  2. Connect by signing in with your Meta account
  3. WhatsApp will appear in the Connected Services panel
  4. Omni automatically sets up the connection — no manual setup needed

How It Works

When a customer messages your WhatsApp number:

  1. The message arrives at Omniops in real time
  2. Omniops processes the message with your business context
  3. The AI generates a response using your product data and policies
  4. The response is sent back through WhatsApp

Features

  • Product enquiries — customers can ask about products, pricing, and availability
  • Order tracking — customers can check order status using their order number or email
  • Multi-language — automatic language detection and response in the customer's language
  • Rich messages — support for images, buttons, and list messages

Messaging Limits

WhatsApp has limits on how many messages a business can send. Omniops works within those limits automatically.

Need help? This is the most involved setup in Omniops. If you get stuck, our team can walk you through it — just reach out via Help in your dashboard.