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Connect your WhatsApp number

Let Ansa answer customers on your own WhatsApp Business number: what you need, how to connect, what customers see and how to disconnect.

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Ansa can answer customers who message your business on WhatsApp, using your own number. Included on Starter, Pro and Business.

What you need before you start

  • A business phone number that can receive a code by text or call.
  • A Facebook account, to set up your business with Meta (the company behind WhatsApp).
  • A payment method in WhatsApp Manager, for Meta's charges beyond its free allowance. See WhatsApp costs.
  • About 10 minutes.

If your number is already on WhatsApp

  • WhatsApp Business app: update the app, then follow step 3 below to keep using it alongside Ansa.
  • Personal WhatsApp: delete the WhatsApp account on that number first (Settings > Account > Delete account; chats don't move across), or use a different number.

Connect your WhatsApp number

  1. Try your answers in the test chat. See Test Ansa before you publish.
  2. Open Deploy and find Answer on your WhatsApp number.
  3. Using the WhatsApp Business app? Turn on This number already uses the WhatsApp Business app.
  4. Otherwise, if the number has a two-step verification PIN, type it in Two-step verification PIN (optional). If not, leave it empty and Ansa creates one.
  5. Click Connect WhatsApp and follow the Facebook window: sign in, choose your business and number, and enter the code WhatsApp sends.
  6. Add a payment method in WhatsApp Manager. Meta bills you for WhatsApp directly.
  7. Make sure your assistant is Published (top of Deploy).

Test it by messaging your business number from another phone.

If you run several assistants, switch to the right one in the sidebar first. Each can have its own number.

Save your WhatsApp PIN

If Ansa created your PIN, copy it with Copy PIN and keep it safe. It's shown only once, and you'll need it to move the number elsewhere.

What your customers see on WhatsApp

  • Replies from your business number and name, in the customer's language.
  • For photos, voice notes, files and other non-text messages, once a day per chat: "Sorry, I can only read text messages for now. Please type your question and I'll do my best to help." Reactions, like a thumbs up, get no reply.
  • If you've used this month's answers: the same "please contact the business directly" message as your website, with your Contact link from Appearance.

WhatsApp in your dashboard

  • Chats appear in Conversations labelled WhatsApp, with the number partly hidden (+234 •••• 5678). After 24 hours of silence, a new message starts a new conversation.
  • Questions Ansa couldn't answer appear under Unanswered questions.
  • Deploy shows the status (Replying, Connected while your assistant is a draft, or Needs attention) and Meta's Quality rating. For Needs attention, see WhatsApp troubleshooting.

What WhatsApp costs

Each reply uses one answer from your Ansa plan. Meta bills you separately: 1,000 free messages a month per number, then a small fee per message. See WhatsApp costs.

Disconnect WhatsApp

On Deploy, under Answer on your WhatsApp number, click Disconnect and confirm.

Ansa stops replying straight away; past chats stay in Conversations. If you used the WhatsApp Business app option, carry on using the app. Otherwise Ansa removes the number from WhatsApp's business platform: you can reconnect it later, or move it to another service with your PIN. Deleting your Ansa account also disconnects it.

Questions? Email hello@ansa.chat.

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