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🟢 WhatsApp Business

WhatsApp Business Connection Guide

Right now one-click (Embedded Signup) is under Meta review, so we connect using the manual method. Your clinic only needs to prepare a dedicated phone number; Coauths handles the Meta setup (WABA, token, webhook) together with you. It takes about 20 minutes, and Display Name review may take an extra 1~2 days.

Connection method
Manual entry (with Coauths) · one-click after Meta approval
Cost
Replying to patients (two-way conversation) is free · only templates the clinic sends first are charged
Message window
24 hours (outside it, Templates only)
Assets needed
A dedicated WhatsApp phone number

Requirements

For now we connect using the manual method (one-click will be available after Meta review). Your clinic only needs to prepare the items below; Coauths handles the Meta App, WABA, System User token, and webhook setup together with you.

  • A dedicated WhatsApp phone number — you need a number that is not tied to another WhatsApp account or the regular WhatsApp app.Prepare a dedicated WhatsApp phone number →
  • Basic business information — your clinic name, address, industry, and other basic details. You enter these when registering the WABA.
  • Meta Business Admin access — required to set up the WABA and System User token. Your Coauths representative will work through this part with you.

Approving the Display Name or raising your send limit may additionally require Meta business verification. The connection itself works even before verification, so when you need it, please refer to the business verification guide.

Helpful guides

The connection itself takes just one popup, but it helps to learn about phone number preparation and business verification in advance. Pick only the guides you need.

01

Prepare a dedicated WhatsApp phone number

Requirements, resolving existing WhatsApp conflicts, MVNO vs. virtual number comparison.

Read →
02

How to verify your business with Meta

Needed for Display Name approval · raising send limits. Business registration certificate, proof of address.

Read →

Setup steps

Four steps: prepare a dedicated number → Meta setup (with Coauths) → enter values in the CRM → verify. Technical setup like the Meta App, token, and webhook is handled by Coauths together with you. One-click (Embedded Signup) will be available after Meta review.

1

Prepare a dedicated phone number (in advance)

Time needed: Preparation

Prepare a dedicated phone number to register with the WhatsApp API. It must be a number that is not tied to another WhatsApp account or the regular WhatsApp app (personal or Business).

⚠️ A number currently in use on the regular WhatsApp app is blocked from API registration. Please prepare a number first by following the dedicated phone number guide.
2

Hand over the verification code (Coauths does the Meta setup)

Time needed: ~5 min

The Meta developer-console work — creating the WABA, setting the Display Name, and issuing the System User token — is handled by Coauths. Your clinic’s only task in this step is to relay the phone verification code.

  1. A 6-digit verification code arrives by SMS or voice call on the dedicated number you prepared → read it to your Coauths representative.
  2. If the SMS does not arrive, retry with the voice call option (MVNO numbers almost always receive it).
✅ Once setup is done, Coauths hands you the 3 values (Phone Number ID · WABA ID · Access Token) → you enter them in the CRM in the next step.
3

Enter the values in the CRM to connect

Time needed: 3 min
  1. Log in to the CRM → Settings → Channels → “Connect channel”
  2. Click “Connect channel” on the WhatsApp card → select a Branch
  3. In the manual entry fields at the bottom of the form, enter the values from step 2:
    • Phone Number ID
    • WhatsApp Business Account ID (WABA ID)
    • Access Token (System User permanent token)
  4. Click “Connect and verify” → the channel is registered
ℹ️ The “Start WhatsApp Embedded Signup” button at the top is disabled until Meta approval. For now, use the manual entry below it.
CRM WhatsApp connection form — manual entry fields (Phone Number ID · WABA ID · Access Token) (1)
4

Verify the connection (send/receive test)

Time needed: 2 min
  1. Confirm the channel card shows “Connected”
  2. Check that it works:
    • From your own WhatsApp app, send a test message to the clinic number
    • Confirm it arrives in the CRM inbox
    • Reply from the CRM → confirm your own WhatsApp receives it
  3. If it does not arrive in the inbox, it may be a webhook or WABA subscription issue, so contact your Coauths representative (in most cases Coauths sets this up in advance)

After connecting — register Message Templates

Regular consultations cost nothing — two-way conversations, where you reply with a regular message to a message the patient sent first, are free, and you can start using it right away with just the 4 steps above, no template or payment method required.

Templates are an optional feature needed only when the clinic reaches out first. You need an approved Template only when you contact a patient first after the 24-hour window has passed — for example, appointment reminders or event announcements — and that is the only time charges apply.

  • Template categories: Utility (appointment reminders, etc.), Marketing (promotions), Authentication (OTP)
  • Where to submit: WhatsApp Manager → Message Templates → Create Template, or submit from the CRM's template page.
  • Review time: 1~24 hours; the rejection reason is shown, so you can fix and resubmit.
  • Using it in the CRM: approved templates sync automatically to the CRM and can be sent with one click from the inbox.
  • Payment method: once pay-as-you-go charging begins, you need to register a payment method (Business Manager → Settings → Payments).

For template examples and tips on passing review, ask your Coauths representative. We can provide a set of proven templates tailored to your clinic's specialty.

Common issues

Connected, but no messages arrive in the inbox

Incoming WhatsApp messages are delivered to the Coauths app's webhook, and your WABA must be subscribed to that webhook. Coauths usually sets this up in advance, but if you can send messages yet receive none, this is almost always the cause — please contact your Coauths representative.

I get an error on "Connect and verify"

The most common causes are an Access Token missing permissions (no whatsapp_business_messaging) or an incorrect Phone Number ID. Please double-check the token permissions and the values you entered. If you are still blocked, contact your Coauths representative and we will look into it.

"Phone number is already registered" — the number is already in use

That number is already registered to the regular WhatsApp app or another WhatsApp Business Account. Unregister the existing setup first, or use a new number. Resolve existing WhatsApp conflict.

The SMS verification code does not arrive

Some Korean carriers block international SMS. When verifying the number, retry with the voice call option. MVNO numbers receive the code almost 100% of the time. After 3 failed attempts you are locked out for 30 minutes to 24 hours, so try again a little later.

The Display Name does not appear on patients' phones

The Display Name is under review. Once Meta approves it within 1~2 days it appears on the patient's screen; before that, only the phone number is shown. You can check the Display Name Status in WhatsApp Manager → number details. If approval keeps stalling, Meta business verification may additionally be required.

I cannot message a patient after 24 hours

This is a send attempt outside the 24-hour window. You can message freely only within 24 hours of when the patient sent a message to the clinic; after that, you can only send approved Message Templates (template review required).

My template message was rejected ("Template Rejected")

Possible causes include promotional wording, too many variables, or a policy violation. If the body contains explicit marketing words like "discount" or "event", it must be classified under the Marketing category — it will be rejected under Utility. You can check the rejection reason in WhatsApp Manager → Message Templates → the specific template → Rejection Reason.

The channel card shows an error

This is usually an expired or invalid Access Token. Issue a new System User token and re-enter it in the manual entry field of the channel connection form. If it keeps recurring, contact your Coauths representative.

📄 Download the full guide PDF

For offline reference. A print-friendly PDF version of this page.