Onboarding WhatsApp Business app users

You can configure Embedded Signup to allow business customers to onboard using their existing WhatsApp Business app account and phone number. Customers who are successfully onboarded after choosing this option will then be able to use your app to message their customers at scale, but still have the ability to send messages on a one-to-one basis using the WhatsApp Business app, while keeping messaging history between both apps in sync.

How it works

When you configure Embedded Signup for WhatsApp Business app phone numbers, business customers who go through the flow will be given the option to connect an existing WhatsApp Business app account to Cloud API:

Business who choose this option and enter their WhatsApp Business app phone number will be presented with a QR code and instructions to check for a new WhatsApp Business app message:

The WhatsApp message instructs the business to use the app to scan the QR code displayed in Embedded Signup:

Tapping the button in the message informs the business that they will be given the option to share their WhatsApp Business app messaging history with you:

Tapping the Scan QR code button in the app then gives the business the option to share their chat history with you.

After the business chooses an option and scans the code, they can complete the remainder of the Embedded Signup flow. This returns their asset IDs and exchangeable token code to the spawning window, as normal. You can then use that information in API calls to (1) onboard the customer the same way you would any other business customer and (2) synchronize their contacts and messaging history (if permitted by the business) so you can populate it in your app.

Requirements

• the business customer must be using WhatsApp Business app version 2.24.17 or higher.
• the business customer's phone number country code must be supported
• you must already be a Solution Partner or Tech Provider
• you must know how to use Cloud API
• your webhook callback must be be able successfully accept and digest webhooks
• you must be using Embedded Signup with session logging

Unsupported countries

WhatsApp Business account phone numbers with country codes from the following countries are not supported:

• Australia
• India
• Japan
• Nigeria
• Philippines
• Russia
• South Korea
• South Africa
• Turkey

WhatsApp Business account phone numbers with country codes from countries in the following regions or kingdoms are not supported:

• European Economic Area
• European Union
• United Kingdom

Pricing

After a business customer has been onboarded to Cloud API, messages sent by the business via the WhatsApp Business app will continue to be free, but conversations opened via the API will be subject to conversation-based pricing.

See our API Solutions for WhatsApp Business App Users pricing explainer PDF for breakdowns of common pricing scenarios.

Customer Service Window

Customer service windows will only be opened when a WhatsApp user messages a business customer who is already onboarded onto Cloud API. If a WhatsApp user messages a business just prior to the business being onboarded onto Cloud API, the business can only respond with a template message, since no customer service was opened. If the user messages the business after it has been onboarded onto Cloud API, a customer service window will be opened as normal, and the business can then respond with a non-template message.

Feature comparison

The following table describes features available to business customers who have been onboarded to Cloud API, as well as any changes to WhatsApp Business app functionality post-onboarding.

Linked devices

Businesses can link up to four WhatsApp "companion" clients to their WhatsApp Business app account on other devices (described as "linked devices" in our Help Center).

All companion clients are supported, except for WhatsApp for Windows and WhatsApp for WearOS.

Once a business customer onboards to Cloud API with an existing WhatsApp Business app account and number, all companion apps will be unlinked from the account, and the business can then re-link any supported companion apps.

WhatsApp users who use an unsupported companion client to message an onboarded business can do so, but the message will not trigger smb_message_echoes webhooks, so the business won't be able to mirror the message in their own app.

Messages sent from an onboarded business (by any means) that are viewed in an unsupported companion device will appear with placeholder text, instructing the WhatsApp user to view the message in their primary device.

Setting up your app

Step 1: Subscribe to webhooks

Navigate to the App Dashboard > WhatsApp > Configuration panel and subscribe your app to the following WhatsApp Business Account webhook topic fields, and make sure your app's callback code can digest payloads for each of them. Note that these fields are in addition to any fields you are already subscribed to as a solution provider.

• history — describes past messages the business customer has sent/received
• smb_app_state_sync — describes the business customer's current and new contacts
• smb_message_echoes — describes any new messages the business customer sends with the WhatsApp Business app after having been onboarded

Step 2: Customize Embedded Signup

Add a featureType property set to whatsapp_business_app_onboarding to the extras object in the launch method and callback registration portion of the Embedded Signup implementation code:

// Launch method and callback registration
const launchWhatsAppSignup = () => {
  FB.login(fbLoginCallback, {
    config_id: '<CONFIGURATION_ID>', // your configuration ID goes here
    response_type: 'code',
    override_default_response_type: true,
    extras: {
      setup: {},
      featureType: 'whatsapp_business_app_onboarding', // set to 'whatsapp_business_app_onboarding'
      sessionInfoVersion: '3'
    }
  });
}

To verify that you have enabled the feature correctly, access your implementation of Embedded Signup. If the WABA selection screen has been replaced with a screen that gives you the option to connect your existing WhatsApp Business account, the feature is enabled:

Step 3: Surface Embedded Signup to customers

Once you have confirmed that the feature has been enabled, surface Embedded Signup to your business customers.

Note that when a business completes the flow and you onboard the customer, you have 24 hours to synchronize their messaging history, otherwise they must be offboarded and they must complete the flow again. For this reason, we recommend that you:

• onboard and synchronize as soon as the business completes the flow
• inform the business that you are synchronizing their WhatsApp Business app data
• advise them to keep the WhatsApp Business app open to facilitate the synchronization process

Onboarding and synchronization can take several minutes, depending on a number of factors such as the size of the business's messaging history, their internet speed, how quickly you can digest webhooks, etc.

When you complete the onboarding process, the WhatsApp Business app will automatically refresh and indicate to the business that their number is now connected to the API:

After you finish synchronizing the business's messaging history, we recommend that you inform the customer that the process is complete.

Onboarding business customers

When a business customer successfully completes the Embedded Signup flow, their asset IDs and an exchangeable token code will be returned to the window that spawned the flow, as normal, but the session event payload will have event set to FINISH_WHATSAPP_BUSINESS_APP_ONBOARDING:

{
  data: {
    waba_id: "<CUSTOMER_WABA_ID>"
  },
  type: "WA_EMBEDDED_SIGNUP",
  event: "FINISH_WHATSAPP_BUSINESS_APP_ONBOARDING",
  version: 3
}

Capture the customer's asset IDs and exchangeable token code and use them to onboard the customer as you normally would, but skip the phone number registration step, as the number is already registered.

• Onboarding business customers as a Solution Provider
• Onboarding business customers as a Tech Provider

Once you have completed these onboarding steps, you can begin the messaging history synchronization process.

Check onboarding status (optional)

If you wish, you can check if the customer's business phone number is registered for both Cloud API and WhatsApp Business app use by requesting the is_on_biz_app and platform_type fields on the business phone number ID:

Example request:

curl 'https://graph.facebook.com/v22.0/106540352242922?fields=is_on_biz_app,platform_type' \
-H 'Authorization: Bearer EAAJB...'

Example response:

If is_on_biz_app is true and platform_type is CLOUD_API, the business phone number is able to use Cloud API and the WhatsApp Business app:

{
  "is_on_biz_app": true,
  "platform_type": "CLOUD_API",
  "id": "106540352242922"
}

Synchronizing messaging history

After you onboard the business customer, you have 24 hours to synchronize their messaging history, otherwise they must be offboarded and complete the flow again. For this reason, we recommend that you begin the synchronization process as soon as you finish onboarding the business.

Note that it's possible for a WhatsApp user to message the onboarded business before you complete synchronization. If this happens, a messages webhook will be triggered with error code 131060. If this happens, we recommend that you inform the business that they received a message during synchronization and that they can view it in the WhatsApp Business app.

As a reminder, make sure that you subscribed to the business's WABA when you onboarded the business, and that you are subscribed to the additional webhook fields, otherwise you will miss important webhooks.

Step 1: Initiate contacts synchronization

Use the POST /<BUSINESS_PHONE_NUMBER_ID>/smb_app_data endpoint to request the business customer's contacts information.

If the request is successful, a set of smb_app_state_sync webhooks will be triggered describing the WhatsApp contacts in the business's WhatsApp Business app. Future additions or changes to the business's WhatsApp contacts will trigger a corresponding smb_app_state_sync webhook.

Note that you can only perform this step once. If you need to perform it again, the customer must first offboard, then complete the Embedded Signup flow again.

Example request

curl -X  POST \
'https://graph.facebook.com/<API_VERSION>/<BUSINESS_PHONE_NUMBER_ID>/smb_app_data \
-H 'Authorization: <ACCESS_TOKEN>' \
-H 'Content-Type: application/json' \
-d '
{
  "messaging_product": "whatsapp",
  "sync_type": "smb_app_state_sync"
}'

Example response

Upon success:

{
  "messaging_product": "whatsapp",
  "request_id" : "<REQUEST_ID>"
}

We recommend that you store the request_id value in case you need to contact support.

Step 2: Initiate message history synchronization

Use the POST /<BUSINESS_PHONE_NUMBER_ID>/smb_app_data endpoint again, this time to initiate messaging history synchronization.

Upon success, one or more history webhooks will be triggered, depending on if the business chose to share their messaging history with you.

Note that you can only perform this step once. If you need to perform it again, the customer must first offboard, then complete the Embedded Signup flow again.

Messaging history shared

If the business chose to share their messaging history with you, a series of history webhooks will be triggered, describing each message sent to, or received from, WhatsApp users within a set period of time.

See history for a description of the contents of these webhooks and how they are organized.

Messaging history not shared

If the business chose not to share their messaging history with you, a history webhook with error code 2593109 will be triggered instead.

Example request

curl -X  POST \
'https://graph.facebook.com/<API_VERSION>/<BUSINESS_PHONE_NUMBER_ID>/smb_app_data \
-H 'Authorization: <ACCESS_TOKEN>' \
-H 'Content-Type: application/json' \
-d '
{
  "messaging_product": "whatsapp",
  "sync_type": "history"
}'

Example response

If the request is successful, the API will respond with the following JSON payload. Note that this response only indicates successful acceptance of the request, it does not indicate if the business shared or their messaging history with you.

{
  "messaging_product": "whatsapp",
  "request_id" : "<REQUEST_ID>"
}

We recommend that you store the request_id value in case you need to contact support.

Step 3: Mirror new WhatsApp Business app messages

Onboarded businesses are still able to use the WhatsApp Business app and supported companion devices to send and receive messages. Each time a business sends a message with one of these apps, it triggers an smb_message_echoes webhook, which you must digest and display in the contact message thread history in your app.

Reporting conversion activity

Onboarded business customers may run Click to WhatsApp ads, so we recommend that you report purchase/lead-gen signals on behalf of the business using the Conversion API. See Conversions API for business messaging.

Offboarding business customers

You cannot use the POST /<WHATSAPP_BUSINESS_PHONE_NUMBER_ID>/deregister endpoint to deregister a business phone number from Cloud API if it is already in use with both Cloud API and the WhatsApp Business app.

Instead, your business customers can use the WhatsApp Business app to disconnect from Cloud API by navigating to the Settings > Account > Business Platform and clicking the Disconnect Account button. When a business customer disconnects from Cloud API, an account_update webhook with a PARTNER_REMOVED event is triggered.

Webhooks

account_update

Describes changes to a WhatsApp Business Account ("WABA").

Trigger events

• the business phone number associated with the WABA changes
• the WABA's status changes

Payload syntax

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "<WABA_ID>",
      "time": <WEBHOOK_TIMESTAMP>,
      "changes": [
        {
          "value": {
              "phone_number": "<BUSINESS_PHONE_NUMBER>",
              "event": "<EVENT>",
           },
          "field": "account_update"
        }
      ]
    }
  ]
}

Example payload

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "102290129340398",
      "time": 1739212624,
      "changes": [
        {
          "value": {
              "phone_number": "15550783881",
              "event": "PARTNER_REMOVED",
           },
          "field": "account_update"
        }
      ]
    }
  ]
}

history

Describes the WhatsApp Business app chat history of a business that has chosen to share their chat history with a solution provider, or the business's decision to decline chat history sharing.

Trigger events

• a solution provider sends a request to POST /<BUSINESS_PHONE_NUMBER>/smb_app_data endpoint with sync_type set to history and the business that owns the number has agreed to share their chat history with the provider
• a solution provider sends a request to POST /<BUSINESS_PHONE_NUMBER>/smb_app_data endpoint with sync_type set to history, but the business that owns the number has declined to share their chat history with the provider

Chat history contents

If the business has already approved chat history sharing when the solution provider requests the business's chat history, a series of history webhooks will be triggered, describing all messages sent or received within 180 days of the time when the business was onboarded onto Cloud API.

• messages that are part of a group chat will not be included
• media messages will not include media asset IDs; instead, additional history webhooks containing media message asset IDs will be sent separately, but only for media messages sent within 14 days of onboarding

Note that for efficiency purposes, a single webhook could potentially describe thousands of messages, so we recommend that you capture its contents first, then process the contents asynchronously.

Phases and chunks

Webhooks are divided into three history phases, where day 0 indicates the time when the business was onboarded onto Cloud API:

• phase 0: day 0 through day 1
• phase 1: day 1 through day 90
• phase 2: day 90 through day 180

For each phase, chat history webhooks may be sent in separate chunks, depending on the total number of messages that comprise the thread.

• you can use the chunk_order parameter value to arrange these chunks in their sequential order, as they may not be delivered sequentially
• you can use the phase parameter value to monitor phase progress. A value of 2 indicates that the current phase is complete.
• you can use the progress parameter value to monitor the overall progress. A value of 100 indicates that synchronization is complete.

If there is no chat history available for a given phase, no corresponding webhooks will be sent.

Payload syntax — chat history sharing approved

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "<WABA_ID>",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "<BUSINESS_PHONE_NUMBER>",
              "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"
            },
            "history": [
              {
                "metadata": {
                  "phase": <PHASE>,
                  "chunk_order": <CHUNK_ORDER>,
                  "progress": <PROGRESS>
                },
                "threads": [
                  /* First chat history thread object */
                  {
                    "id": "<WHATSAPP_USER_PHONE_NUMBER>",
                    "messages": [
                      /* First message object in thread */
                      {
                        "from": "<BUSINESS_OR_WHATSAPP_USER_PHONE_NUMBER>",
                        "to": "<WHATSAPP_USER_PHONE_NUMBER>", // only included if SMB message echo
                        "id": "<WHATSAPP_MESSAGE_ID>",
                        "timestamp": "<DEVICE_TIMESTAMP>,
                        "type": "<MESSAGE_TYPE>",
                        "<MESSAGE_TYPE>": {
                          <MESSAGE_CONTENTS>
                        },
                        "history_context": {
                          "status": "<MESSAGE_STATUS>"
                        }
                      },
                      /* Additional message objects in thread would follow, if any */
                    ]
                  },
                  /* Additional chat history thread objects would follow, if any */
                ]
              }
            ]
          },
          "field": "history"
        }
      ]
    }
  ]
}

Payload contents — chat history sharing approved

Example payload — chat history sharing approved

Example payload for two message threads: (1) a thread containing a text message and video message sent to a WhatsApp user, and the WhatsApp user's response, and (2) a text message sent to a WhatsApp user thanking them for their order.

Note that the media message's contents in the first thread are not described. Instead, a second webhook is triggered, describing the media message's contents.

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "102290129340398",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "15550783881",
              "phone_number_id": "106540352242922"
            },
            "history": [
              {
                "metadata": {
                  "phase": 0,
                  "chunk_order": 1,
                  "progress": 55
                },
                "threads": [
                  {
                    "id": "16505551234",
                    "messages": [
                      {
                        "from": "15550783881",
                        "id": "wamid.HBgLMTY0NjcwNDM1OTUVAgARGBIyNDlBOEI5QUQ4NDc0N0FCNjMA",
                        "timestamp": "1739230955",
                        "type": "text",
                        "text": {
                          "body": "Here's the info you requested! https://www.meta.com/quest/quest-3/"
                        },
                        "history_context": {
                          "status": "READ"
                        }
                      },
                      {
                        "from": "15550783881",
                        "id": "wamid.QyNUEHBgLMTY0NjcwNDM1OTUVAgARGBI1Rj3NEYxMzAzMzQ5MkEA",
                        "timestamp": "1739230970",
                        "type": "media_placeholder",
                        "history_context": {
                          "status": "PLAYED"
                        }
                      },
                      {
                        "from": "+16505551234",
                        "id": "wamid.N0FCNjMAHBgLMTY0NjcwNDM1OTUVAgARGBIyNDlBOEI5QUQ4NDc0",
                        "timestamp": "1739230970",
                        "type": "text",
                        "text": {
                          "body": "Thanks!"
                        },
                        "history_context": {
                          "status": "READ"
                        }
                      }
                    ]
                  },
                  {
                    "id": "12125557890",
                    "messages": [
                      {
                        "from": "15550783881",
                        "id": "wamid.BIyNDlBOEI5N0FCNjMAHBgLMTY0NjcwNDM1OTUVAgARGQUQ4NDc0",
                        "timestamp": "1739230970",
                        "type": "text",
                        "text": {
                          "body": "Thanks for your order! As a thank you, use code THANKS30 to get 30% of your next order."
                        },
                        "history_context": {
                          "status": "DELIVERED"
                        }
                      }
                    ]
                  }
                ]
              }
            ]
          },
          "field": "history"
        }
      ]
    }
  ]
}

Example payload for media message asset

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "102290129340398",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "15550783881",
              "phone_number_id": "106540352242922"
            },
            "contacts": [
              {
                "profile": {
                  "name": "Pablo Morales"
                },
                "wa_id": "16505551234"
              }
            ],
            "messages": [
              {
                "from": "+16505551234",
                "id": "wamid.QyNUEHBgLMTY0NjcwNDM1OTUVAgARGBI1Rj3NEYxMzAzMzQ5MkEA",
                "timestamp": "1738796547",
                "type": "image",
                "image": {
                  "caption": "Black Prince echeveria",
                  "mime_type": "image/jpeg",
                  "sha256": "3f9d94d399fa61c191bc1d4ca71375a035cd9b9f5b1128e1f0963a415c16b0cc",
                  "id": "24230790383178626"
                }
              }
            ]
          },
          "field": "history"
        }
      ]
    }
  ]
}

Payload syntax — chat history sharing declined

{
  "messaging_product": "whatsapp",
  "metadata": {
    "display_phone_number": "<BUSINESS_PHONE_NUMBER>",
    "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"
  },
  "history": [
    {
      "errors": [
        {
          "code": 2593109,
          "title": "History sync is turned off by the business from the WhatsApp Business App",
          "message": "History sync is turned off by the business from the WhatsApp Business App",
          "error_data": {
            "details": "History sharing is turned off by the business"
          }
        }
      ]
    }
  ]
}

Example payload — chat history sharing declined

{
  "messaging_product": "whatsapp",
  "metadata": {
    "display_phone_number": "15550783881",
    "phone_number_id": "106540352242922"
  },
  "history": [
    {
      "errors": [
        {
          "code": 2593109,
          "title": "History sync is turned off by the business from the WhatsApp Business App",
          "message": "History sync is turned off by the business from the WhatsApp Business App",
          "error_data": {
            "details": "History sharing is turned off by the business"
          }
        }
      ]
    }
  ]
}

smb_app_state_sync

Describes one or more WhatsApp contacts in a business's WhatsApp Business app.

Trigger events:

• a solution provider sends a request to POST /<BUSINESS_PHONE_NUMBER>/smb_app_data endpoint with sync_type set to smb_app_state_sync
• the business that owns the business phone number adds, edits, or removes a WhatsApp contact

Payload syntax

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "<WABA_ID>",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "<BUSINESS_PHONE_NUMBER>",
              "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"
            },
            "state_sync": [
              {
                "type": "contact",
                "contact": {
                  "full_name": "<CONTACT_FULL_NAME>",
                  "first_name": "<CONTACT_FIRST_NAME>",
                  "phone_number": "<CONTACT_PHONE_NUMBER>"
                },
                "action": "<ACTION>",
                "metadata": {
                  "timestamp": "<WEBHOOK_TIMESTAMP>"
                }
              },
              * Additional contacts would follow, if any */
            ]
          },
          "field": "smb_app_state_sync"
        }
      ]
    }
  ]
}

Payload contents

smb_message_echoes

Describes a message sent by a business customer to a WhatsApp user with the WhatsApp Business app or supported companion device.

Trigger events

• A business customer uses the WhatsApp Business app or supported companion device to message a WhatsApp user.

Payload syntax

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "<WABA_ID>",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "<BUSINESS_PHONE_NUMBER>",
              "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"
            },
            "message_echoes": [
              {
                "from": "<BUSINESS_PHONE_NUMBER>",
                "to": "<WHATSAPP_USER_PHONE_NUMBER>",
                "id": "<WHATSAPP_MESSAGE_ID>",
                "timestamp": "<WEBHOOK_TIMESTAMP>",
                "type": "<MESSAGE_TYPE>",
                "<MESSAGE_TYPE>": {
                  <MESSAGE_CONTENTS>
                }
              }
            ]
          },
          "field": "smb_message_echoes"
        }
      ]
    }
  ]
}

Payload contents — chat history sharing approved

Example payload

This example payload describes a text message (type is text) sent to a WhatsApp user by a business customer with the WhatsApp Business app.

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "102290129340398",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "15550783881",
              "phone_number_id": "106540352242922"
            },
            "message_echoes": [
              {
                "from": "15550783881",
                "to": "16505551234",
                "id": "wamid.HBgLMTY0NjcwNDM1OTUVAgARGBIyNDlBOEI5QUQ4NDc0N0FCNjMA",
                "timestamp": "1700255121",
                "type": "text"
                "text": {
                  "body": "Here's the info you requested! https://www.meta.com/quest/quest-3/"
                }
              }
            ]
          },
          "field": "smb_message_echoes"
        }
      ]
    }
  ]
}