WhatsApp Cloud API: How to connect?

Before you start, make sure you have:

• A dedicated phone number with country and area code (short codes are not supported) that is able to receive voice calls or SMS.
• The phone number must not be associated with any other WhatsApp account.
• A paid Kommo account (Base, Advanced or Enterprise plan) or be within the 14 days of an active trial.
• A personal Facebook account.

1. Go to your Kommo account >Settings > Integrations >Find WhatsApp Cloud API widget or, Chats > Settings > Channels.
2. Agree with the privacy policy and click on +Install.
3. After the widget is installed, click Continue with Facebook.

1. Then, click Get Started.

1. Create a business portfolio or select an already existing one. Make sure to fill in all the necessary information and then click Next.

1. You now have to create or select an existing WhatsApp Business profile > Next.

1. Make sure your WhatsApp Business profile information is filled > click Next.

1. Fill in your phone number and then choose how you would like to verify your number, by Text message or a phone call > click Next.

1. Enter the verification code you have received > Next.

1. Click Finish.

1. You will be redirected back to Kommo to complete the setup. To do it, simply click Connect this account.

If you already have a WhatsApp Business account or a phone number connected to a WhatsApp application with another Business Solution Provider (BSP) and wish to transfer it to Kommo’s WhatsApp Cloud API integration, there are a few steps you need to take before connecting.

Regarding your phone number, if you previously used the phone number for WhatsApp Messenger, you must delete the associated account to use it for WhatsApp API. If the phone number was connected to another WhatsApp Business API provider, you need to delete it from both your previous provider and Meta. Some providers automatically remove the number from Meta, while others do not. You should check your Meta account to ensure the number is disconnected.

Consequences and limitations

Our integration currently has some migration limitations that our team is actively working to resolve. During this transition period:

If you’re migrating from another Kommo integration:

• Your chat history, templates and contacts will remain stored in Kommo.
• Contacts from previous integrations will appear as new leads in the CRM. You’ll not be able to continue existing chat threads with those contacts.
• To message an existing contact, open their lead card, click the number, and select WA Cloud API to start a new separate chat. This might duplicate chats if they were not closed properly.
• To send WhatsApp templates via WhatsApp Cloud API, users should create and send them to Meta’s approval again.
• To avoid duplicates and ensure a smooth experience, we recommend closing any open chats from previous integrations and disabling NPS surveys (if used).

If you’re migrating from another provider other than Kommo:

• Any templates, automations, bots or history from your previous provider won't transfer over automatically. You'll need to configure them again in Kommo (i.e., create and send templates for approval).

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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