Before you start
- A work email you can confirm, and access to create a Converla workspace.
- Permission to manage your WhatsApp Business / Meta Business assets (or a teammate who does).
- A plan to send one test message from a personal WhatsApp to your business number after connect.
How to
Create your Converla workspace
Sign up, confirm your email, and name your brand workspace. Each workspace keeps contacts, conversations, channel credentials, and team roles isolated so agencies and multi-brand teams stay cleanly separated.
Complete guided onboarding
Follow the in-product setup checklist: pick your primary channel goal, connect WhatsApp when ready, and skip optional steps you will finish later. You can always reopen setup from admin settings.
Connect WhatsApp Business Cloud API
Open Integrations → WhatsApp and connect with Meta Cloud API using your Phone Number ID and webhook. Session (free-form) messages work inside the customer’s 24-hour service window; approved message templates cover outreach outside that window.
Verify inbound messages in the unified inbox
Send a test WhatsApp message to your business number. Confirm it appears in the Converla inbox with the correct contact, channel label, and timestamp before inviting the rest of the team.
Invite teammates and set roles
Add agents and managers, assign roles, and share inbox access so sales and support can collaborate without double-replying or losing conversation history.
Optional: knowledge base and AI replies
Upload FAQs or help articles, then enable AI replies for common questions and after-hours coverage. Keep human handoff available for pricing, complaints, and complex orders.
Tips that save time
Test before you announce the number
Finish webhook verification and a successful inbound test before publishing the WhatsApp number on your website or ads. It prevents lost first messages during launch week.
Start with one owner per conversation
Assign clear ownership on day one. Shared inboxes work best when every open chat has a responsible agent or team — not a free-for-all.
Prepare templates early
If you need to message customers outside the 24-hour window, submit Meta templates while you finish inbox setup so approval does not block launch.
Examples
Healthy first-day checklist
Workspace created → WhatsApp connected → test inbound visible → one agent assigned → quick replies or templates ready → optional AI knowledge uploaded. If any step fails, stop and fix before inviting customers.
Troubleshooting
I connected WhatsApp but no messages appear in the inbox.
Confirm webhook subscription and Phone Number ID match the number you messaged. Send a fresh inbound message (not only an outbound template), then refresh the inbox filters for WhatsApp.
Teammates cannot see conversations.
Check that they accepted the invite, belong to the correct brand workspace, and have a role with inbox access. Brand isolation is intentional — the wrong workspace looks empty.
I can reply in Converla but Meta rejects the send.
Inside the 24-hour window, free-form replies should work. Outside it, use an approved template. Also verify the Cloud API token still has messaging permission for that number.
Frequently asked questions
How long does Converla WhatsApp setup take?
Most teams connect Cloud API and see live inbox messages within one working session once Meta credentials and webhook verification are ready.
Do I need coding skills to get started?
No. Workspace setup, channel connection, and inbox use happen in the Converla admin UI. The public API is optional for custom integrations such as OTP.
Can Arabic and English teams share one workspace?
Yes. Converla supports Arabic (RTL) and English interfaces so bilingual teams work in one brand workspace with shared history.
What should I do right after connecting WhatsApp?
Send a test message, confirm it in the unified inbox, invite at least one teammate, then configure templates, knowledge, and assignment rules.
Does Converla replace the Meta Business Suite inbox?
Converla is your team’s operational inbox for WhatsApp and other channels. You still manage Meta assets (numbers, templates, Business Manager) in Meta’s tools.