FAQ and Troubleshooting

Setting up a complete connection to WhatsApp is usually as easy as walking in a park on a sunny day, but there are some cases when it can quickly feel like trying to get out of a tricky maze in bad weather.

Fortunately, there are just a handful of complicated cases for which we prepared some answers for you.

When you reach the limit for,  let’s say standard plan, is there a notification regarding that?

1. On the menu on the left, there will be a red dot with a notification on WhatsApp Dashboard.

2. On the dashboard, there will be a warning if there's 100 or fewer conversations left in a given month.

3. Suppose there are no conversations left, on the dashboard. In that case, there will be an error message saying that there are no conversations left and the user has either to upgrade the plan (if one is on Starter on Standard) or buy pre-paid conversation packages.
   Also, in such cases, in Chats, after each message, there's a system message added to the chat that the message couldn't be sent as there are no conversations left please buy more conversations. Similar behavior is seen in template messages and campaigns.

I keep getting an error that my WhatsApp number is already in use.

WhatsApp allows users to use only one number in one of its products at a given time. Meta has three different products: personal WhatsApp, WhatsApp Business, and WhatsApp Business Platform (API).

In LiveChat, you connect the number with the WhatsApp Business Platform (API), so if the number you want to use is already connected to another product, you must first delete the account from your WhatsApp phone app.

To delete your account and number from WhatsApp:

1. Open WhatsApp.

2. Tap More options > Settings > Account > Delete my account.

3. Please enter your phone number in full international format and tap DELETE MY ACCOUNT.

4. Select a reason for why you're deleting your account in the dropdown.

5. Tap DELETE MY ACCOUNT.

Also, don't worry about messages that might be sent from your users between the time you delete this number and register it again via our integration. Those messages will be stored on the WhatsApp server and delivered immediately after successful integration as chat threads in Livechat.

Will LiveChat have access to my Facebook account?

No. As you connect your WhatsApp Business account with LiveChat on your own, you are not sharing access to any of your Facebook accounts during this process.

Will LiveChat know my passwords?

No. As you are asked to connect your WhatsApp Business account with LiveChat on your own, no passwords will be shared.

I’m trying to connect my number with a Facebook Page, but it shows that WhatsApp Business app isn’t installed for my number yet.

To connect LiveChat with WhatsApp Business, you need to use the WhatsApp Business Platform (not the WhatsApp Business app). If you want to link your WhatsApp Business number to a Facebook Page, follow these steps:

1. Sign up for Meta Business Manager.

2. Depending on how you're setting up the WhatsApp Business Platform:

   • Create your WhatsApp Business account with your business solution provider.

   • Create a WhatsApp Business account as a business solution provider.

3. Create a Facebook Page for your business. (WhatsApp won't appear in your personal Facebook profile.)

4. Go to your Facebook Page and click Settings.

5. In the left menu, under Permissions, click Linked accounts, then click View next to WhatsApp.

6. Choose your country code and enter your WhatsApp Business phone number.

7. Click Send WhatsApp code.

8. Enter the confirmation code you receive.

9. Click Confirm.

Once connected, you’ll see the status of your request. If you want to cancel the connection, click Remove. You'll be notified when your connection request is approved or denied.

If approved, your WhatsApp Business number will be linked to your Facebook Page. You can find the connected phone number in the Settings of your Facebook Page.

For more details, visit the official Meta website.