Connect your WhatsApp Business channel to receive and reply to customer messages from Inbox.
Before you start
- A Meta Business account
- A WhatsApp Business Account (WABA)
- A phone number that can be used for WhatsApp Business
- Admin access in your Bread Crumbs workspace
If you do not already have a Meta Business account or a WhatsApp Business Account (WABA), the integration flow can guide you through creating them.
Integration steps
- Open the Channels page.
- Click Add channel and choose WhatsApp.
- Start the Meta authorization flow and log in with the correct business account.
- To enable coexistence (use the same number on the WhatsApp Business App and Cloud API), choose the wizard option to connect your WhatsApp Business App.
- Select the WhatsApp Business Account and phone number you want to connect.
- Grant the requested permissions.
- Return to Bread Crumbs you will see the WhatsApp Business App number in the list of connected channels.
After setup
- Send a test message to your connected WhatsApp number.
- Confirm the conversation appears in Inbox.
- Reply from Inbox and verify the reply is delivered on WhatsApp.
Coexistence mode limitations
If you connect an existing WhatsApp Business App number using coexistence (running the Business App and Cloud API on the same number), Meta disables or limits several Business App features for individual (1:1) chats:
| Feature | What changes after coexistence |
|---|---|
| Edit / revoke message | No longer supported in 1:1 chats |
| Disappearing messages | Turned off for all 1:1 chats |
| View once messages | Disabled for all 1:1 chats |
| Live location sharing | Disabled for all 1:1 chats |
| Broadcast lists | Disabled — you cannot create new lists; existing lists become read-only |
Other Business App capabilities (for example group chats, voice/video calls, catalogs, status, greeting/away messages, quick replies, and labels) are not synced to Cloud API. They may still work in the app, but they are not available through Bread Crumbs Inbox.
During coexistence onboarding, linked companion devices are unlinked. WhatsApp for Windows and WhatsApp for WearOS are not supported for coexistence syncing.
Common notes
- If messages do not appear, verify the selected business account and phone number.
- If permission errors occur, reconnect the channel and re-approve permissions.
- If a number is already connected elsewhere (especially via Coexistence on another provider), see Migrate a Coexistence Number before connecting it here.
- To fully stop using a number with us and understand Meta-side removal, see Disconnect WhatsApp.