WhatsApp

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By connecting WhatsApp, you can check messages from WhatsApp right in Chatty.

Before connecting WhatsApp to Chatty, make sure you have:

Access to Facebook Business Manager
A phone number for WhatsApp
Your business' legal address and details

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You can connect multiple WhatsApp numbers to Chatty.

How to connect WhatsApp to Chatty

Go to channels settings

Go to Settings → Channels
Find the WhatsApp card
Click Manage

Open the Meta window

Click Connect to WhatsApp. If a number is already connected, click Add number at the top of the page.
A Meta window opens. Log in to Facebook there.

Choose your WhatsApp account and number

Follow the steps in the Meta window until it closes. Meta asks for your business details and the number you want to use.

📸 Screenshot: The Meta window during WhatsApp sign-up

Confirm connection

Chatty shows Finishing WhatsApp connection… while it sets up the number.
The number appears in the table with a Finishing setup badge, then the status Meta reports.
WhatsApp conversations now appear in Inbox under Channels → WhatsApp.
Test the connection by sending a message to your WhatsApp Business number.

📸 Screenshot: The connected numbers table with the Status and Catalog orders columns

If setup does not finish within 10 minutes, the badge changes to Setup did not finish. Click the ... menu on that number, then click Sync status to try again.

WhatsApp template

WhatsApp templates are pre-approved message formats that let you start conversations with customers. They're the only way to send WhatsApp messages to customers who:

Haven't messaged you before
Haven't sent you a message in the last 24 hours

Templates come in three types:

Marketing: Promotional offers, product announcements, sales campaigns
Utility: Order updates, shipping notifications, appointment reminders
Authentication (not supported): Verification codes, security messages

To create templates, click Manage templates in the WhatsApp template card. It opens WhatsApp Manager on Meta. In Inbox, you can only send templates that have no variables.

Once a customer replies to your template message, you can have a normal conversation for the next 24 hours without needing templates.

📸 Screenshot: The WhatsApp template card with the Manage templates button

How to connect a number you use in the WhatsApp Business app

The number stays in the WhatsApp Business app on your phone. You can reply from the phone or from Chatty.

Go to Settings → Channels → WhatsApp.
Click Already using the WhatsApp Business app?. If a number is already connected, click Add existing number.
Log in to Facebook in the window that opens.
Scan the QR code with the WhatsApp Business app on your phone.
Finish the steps until the window closes.

Expected result: The number appears with the On business app badge.

📸 Screenshot: A number row with the On business app badge

Before you connect, the page warns you:

"Linked devices in the WhatsApp Business app will be signed out."
"Some WhatsApp Business app features will stop working."
"To disconnect later, use Meta Business Settings."

A store can use only one connection method. Disconnect a number connected with Connect to WhatsApp before you use this one.

Messages you send from the WhatsApp Business app also show in Inbox as team replies. On these numbers your AI waits 90 seconds before it replies, so you can answer first. If someone on your team answers in that time, the AI does not reply.

How to turn catalog orders on

When a customer sends a cart from your WhatsApp catalog, your AI can reply with a Shopify checkout link. You see the cart in Inbox.

Go to Settings → Channels.
Click Manage on the WhatsApp card.
On that number, turn on Catalog orders.

The change saves right away.

Expected result: The next cart sent to that number gets a checkout link. In Inbox, the conversation shows a Cart from WhatsApp catalog card with each item, its price, and the total.

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New numbers start with Catalog orders on. Numbers you connected earlier start off. The checkout reply needs Pro or Plus, and your AI must be set to answer on WhatsApp. If nothing in the cart matches a product in your store, your AI does not reply and the chat waits for your team.

📸 Screenshot: Catalog orders toggle on the connected numbers table, and the cart card in Inbox

FAQs

I can't finish connecting in the Meta window. What should I do?

Chatty shows the error Meta sends, or "WhatsApp connection failed.". If you closed the window, you see "WhatsApp connection was cancelled.". Check that you have the items listed in Before connecting, then click Connect to WhatsApp again.

Can I connect my personal WhatsApp number?

No, you can only connect WhatsApp Business accounts. Personal WhatsApp accounts cannot be integrated with business tools like Chatty.

What if I don't have a WhatsApp Business account?

Chatty only works with an existing WhatsApp Business account. Create one first, then return to Chatty to connect it.

Read this guide (opens in a new tab) for more details.

Why is my WhatsApp Business number showing as "Pending"?

The Status column shows the status Meta reports for the number. "Pending" means Meta has not approved the number yet, even though you've completed the connection process.

To refresh it, click the ... menu on the number, then click Sync status.

If it stays pending, check your number in WhatsApp Manager on Meta. Learn more about WhatsApp Business display name (opens in a new tab).

Can I use a number that is already connected to another store?

No. Chatty shows "Phone number is already connected to another store". Disconnect it from the other store first.

Can I disconnect WhatsApp later?

Yes, you can disconnect a number at any time:

Go to Settings → Channels → WhatsApp → Manage
Click the ... menu on the number, then click Disconnect
Click Disconnect in the Disconnect WhatsApp phone number? dialog

Existing conversation history will remain in Chatty but no new messages will sync. For a number on the WhatsApp Business app, also remove it in Meta Business Settings.

Will customers know I'm using Chatty to reply?

No, customers will see your responses as coming directly from your WhatsApp Business account. The integration is invisible to customers.

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