Connect WhatsApp
Step by step, from creating a Meta app to the first message your AI agent answers on your WhatsApp Business number.
When you finish this page, every customer who messages your WhatsApp Business number will land in your inbox, and the AI agent will reply on WhatsApp. WhatsApp is available on all plans.
You connect through your agency's own Meta app and the WhatsApp Cloud API. There are quite a few steps, but each one is simple. Set aside about an hour and keep the phone with the number you're connecting nearby.
Want us to do it for you?
With the Meta setup add-on our team sets up WhatsApp, Messenger and Instagram for you: a one-time 1,500 EGP / $49 on Starter and Growth, and included in Pro. Request it from Settings → Plan & billing (Add-ons).
Before you start
- A Meta Business account (Business portfolio) for your agency at business.facebook.com, where you're an Admin.
- A developer account at developers.facebook.com, using the same Facebook login.
- A phone number that can receive an SMS or call for the verification code.
- In Flyby: you're the agency's owner or a manager.
This number moves to the Cloud API
A number registered on the WhatsApp Cloud API usually can't stay active in the regular WhatsApp app on a phone at the same time. Meta offers a "coexistence" option for WhatsApp Business app numbers in some countries, but if you're unsure, the safest choice is a new number dedicated to the agency. Think it through before moving your main number.
Part 1: Prepare the Meta app and the number
Create a Business app
- Go to developers.facebook.com/apps and click Create app.
- Give the app a name (for example "Flyby - Your Agency") and a contact email.
- Choose the use case Connect with customers through WhatsApp. If asked for a type, pick Business.
- Select your agency's Business portfolio and click Create app.
Add your WhatsApp Business number
- In the app menu, open WhatsApp → API Setup (in Meta's newer dashboard: Use cases → Customize → API Setup).
- Click Add phone number, then enter the name customers will see (Display name) and your business category.
- Verify the number with the code you receive by SMS or call.
Want to try first?
Meta gives you a free Test number on the same page. You can connect it to Flyby with the same steps, but it can only reply to up to 5 numbers you add under To → Manage phone number list (each confirmed with a code). Anyone else gets no reply, and Flyby shows "Meta test number: add this customer's number to the allowed list in your Meta app". Once you're happy, add your real number and update the Phone number ID in Flyby.
A real number replies to everyone
With your own number, the AI and your team can answer any customer who writes first, with no allowed list, no App Review and no Tech Provider status: Meta treats an agency using its own number as a direct developer. Business verification isn't required either; it only raises limits on messages you start (templates), which Flyby doesn't send yet.
Copy the WhatsApp Business Account ID and Phone number ID
On the same API Setup page, under your number you'll find:
- Phone number ID: a long ID that belongs to Meta. It is not your phone number.
- WhatsApp Business Account ID: the account your number belongs to (also shown in WhatsApp Manager).
Keep both in a note; you'll need them soon.
Copy the App secret
- In the app menu: App settings → Basic.
- Next to App secret, click Show and enter your Facebook password if asked.
- Copy it.
Flyby uses the App secret to check that every message really comes from Meta and not from someone imitating it.
Part 2: A permanent token from a System user
The token is the "key" that lets Flyby read messages and reply on your behalf. It must be permanent, which is why you create it from a System user, not your personal account.
Create a System user
- Open business.facebook.com/settings.
- Go to Business Settings → Users → System users and click Add.
- Enter a name (for example "Flyby"), choose the Admin role and click Create system user.
Give it access to the app and the WhatsApp account
With the system user selected, click Assign assets (or Add assets):
- Apps → pick your app → turn on Manage app (full control).
- WhatsApp accounts → pick your WhatsApp Business account → turn on Full control.
- Click Save changes.
Generate the token
- Click Generate new token and choose your app.
- Set Token expiration to Never.
- Tick these permissions:
whatsapp_business_messagingwhatsapp_business_managementbusiness_management(optional)
- Click Generate token and copy it right away: Meta won't show it again.
The most common mistake
If you pick any expiry other than Never (like 60 days), the connection works and then suddenly stops when the token expires, and the channel turns to Needs attention. If you miss one of the three permissions, Meta rejects the connection.
Part 3: Connect in Flyby
Switch on WhatsApp Business
Open Settings → Channels & integrations and switch on WhatsApp Business. You'll see Webhook (paste in your Meta app) with a Callback URL and a Verify token, and the credential fields below.
Paste the details
| Field in Flyby | Where you got it |
|---|---|
| System user access token | The token from Part 2 |
| App secret | App settings → Basic |
| WhatsApp Business Account ID | WhatsApp → API Setup |
| Phone number ID | WhatsApp → API Setup |
Click Connect
Flyby checks that the number belongs to that WhatsApp account, subscribes your app to the account's messages, and registers the Callback URL with Meta automatically. If all is well you'll see "Connected to Meta", the badge turns Connected, and your number's name shows under WhatsApp Business.
Your token and secret are encrypted
After saving, the token and App secret are stored encrypted and never shown again. To change something else, leave those fields empty and the saved values are kept. From now on the button is called Save & test.
Confirm the webhook in Meta
Even if automatic registration worked, do this step to make sure messages flow:
- In your Meta app, open WhatsApp → Configuration.
- In the Webhook section click Edit, then paste the Callback URL and Verify token from Flyby (each has a copy button).
- Click Verify and save.
- Under Webhook fields, click Manage and Subscribe to
messages.
If you saw the warning "Connected, but the webhook URL couldn't be set automatically", this step is required.
Switch the app to Live
At the top of the app dashboard, switch App Mode from Development to Live. Meta doesn't send some webhooks while the app is in Development mode.
Meta asks for a Privacy Policy URL in App settings → Basic before you can go Live. Use your agency's own privacy page (on your website).
You don't need App Review for WhatsApp: the app serves your own number. Without Business verification you can still answer every customer; verification only raises the limits on business-initiated messages (250 people a day unverified) and the number of phone numbers (2).
Test the connection
- From another phone (not the connected number), send "Hi, I'd like Umrah prices" to your WhatsApp number.
- In Flyby, under the Callback URL, Last event should update to right now.
- Open Conversations: you'll find a new WhatsApp conversation, with the AI's reply within seconds. On the customer's phone the message shows as read and "typing…" appears before the reply.
What customers can send
- Text messages and button taps are read and answered by the AI.
- Photos, voice notes, videos, files, stickers, locations and contacts show in the conversation as a short label (like "📷 صورة" or "🎤 رسالة صوتية") so your team knows the customer sent something and can follow up.
- Long AI replies are split automatically if they go over WhatsApp's limit.
The 24-hour rule
You can only send free-form replies within 24 hours of the customer's last message. After that WhatsApp requires approved templates, which Flyby doesn't send yet, so the message fails until the customer writes again. See The messaging window.
Troubleshooting
Still stuck? Email support@flyby.world with the exact error text.