Channels
Connect a WhatsApp Business account to an agent.
Before you start
Add a WhatsApp credential once under Organization settings → Channels: an alias, your phone number ID, an access token, and a verify token — all from your Meta app configuration. See Channel credentials.
Connecting
On the agent's Channels tab, add a WhatsApp channel and pick the credential. The channel view shows a Callback URL and the Verify token you'll need to enter into Meta's app configuration for this number.
Meta configuration
In your Meta app's WhatsApp settings, set the webhook to the callback URL
shown, enter the same verify token, and make sure you subscribe to the
messages field — without that subscription, Meta won't actually deliver
incoming messages to your agent even though the webhook looks configured.
If you recreate the channel
Deleting and re-adding the channel generates a new callback URL. You'll need to update Meta's webhook configuration to match, or messages will stop arriving silently.