Connect WhatsApp

CoPulse onboards WhatsApp through Gupshup and Meta embedded signup. The click path splits immediately: a brand-new number vs a phone that already runs the WhatsApp Business App. Use the matching page — do not mix the two.

In the app: Setup → Channels → WhatsApp

Which path are you on?

New phone

Number is not on WhatsApp yet. Add it in Meta, verify with a phone call (not SMS), then go live in CoPulse.

Read →

Existing phone

Number already uses the WhatsApp Business App. Coexistence keeps the handset working while Cloud API runs in CoPulse.

Read →

Need a number that is not on any WhatsApp account yet? Buy one under Phone in CoPulse, then use the new-phone WhatsApp guide to link it. CoPulse does not attach an existing voice line you bought outside the product.

Before you begin

A work email you can open during setup (Gupshup OTP and Meta voice OTP are sent here).
A Facebook login that can create or access a Meta Business portfolio.
Keep the CoPulse tab open for the whole flow. Closing it mid-embed loses context.
Wallet balance if you still need to purchase a phone number first.

After the number is live

Submit message templates for campaigns outside the 24-hour session window.
Finish go-live if status is not already live, then send a test.
Open Inbox and confirm the test thread appears.

Settings and what they mean

CoPulse WhatsApp channel Settings with display name, greeting, widget, and Try this channel. — After the number is live, Settings is where you set greeting, widget, and send a test.

Open the channel → Settings. The list name is a CoPulse label only — it does not change the WhatsApp Business profile or the connected number.

Setting	What it means
Display name	Name shown on this channel in CoPulse. Independent of Meta’s business display name unless you kept them the same.
Greeting message	First automated line after a customer writes in (session). Keep it short; the agent prompt still owns qualification.
Website widget	Click-to-chat embed on your site (appearance, greeting, snippet). Preview it on the Widget tab. This is not the Cloud API inbox — it opens WhatsApp on the visitor’s phone.
Messaging API key	Filled at go-live. If status is pending_messaging_api_key, paste the Gupshup messaging key so campaigns and inbox can send.

General vs Widget: credentials and profile live under Settings (business). Look-and-feel for the site embed is under the Widget tab.

How to test WhatsApp

Use a test contact so trial traffic stays on this organization. Prefer a number that is not the WABA itself.

On the channel, open Settings → Try this channel.
Inbound (no template): click Chat on WhatsApp. It opens WhatsApp to this number with “hi”. Confirm the thread in Inbox.
Outbound (template): pick an approved WhatsApp template and Send test. Needed when that number has not written first (outside the 24-hour window).
Check Setup → Activity (or the channel Activity tab) if the send does not appear — wallet, template status, and go-live are the usual causes.

FAQ

Is this the same as connecting an existing phone voice line?

No. Phone channel numbers must be purchased in CoPulse. “Existing phone” here means an existing WhatsApp Business App number (coexistence), not a voice line you already rent from another provider.