WhatsApp settings

Minimum role: Organisation admin
Applies per: organisation
Last updated: 12 October 2026
aishaa version: 80c056408

Menu path: Organisation > Channels > WhatsApp > Settings

In short: Under Organisation > Channels > WhatsApp > Settings you manage an organisation’s WhatsApp channel. You see whether the number is connected and what Meta currently says about the number (Status at Meta), and you connect, restore or disconnect the number. For a coexistence connection, you also set the phone manager and the default assignment here. Settings that apply to all WhatsApp numbers of the account are in the account settings.

Where to find this

Open the Organisation menu and, under Channels, heading WhatsApp, choose Settings. The page is called WhatsApp settings, with the subtitle Connect an existing WhatsApp Business app number and import as much recent 1:1 history as Meta allows. First choose the right organisation with the organisation selector at the top: each organisation has its own WhatsApp number.

Who: the page is in the menu from the Organisation admin role. Connecting, disconnecting and changing the coexistence settings is only possible with that role. The designated phone manager of a coexistence number reaches the page via the Reconnect button in the warning bar and may reconnect and disconnect the number (see Phone manager and default agent). The settings apply per organisation.

The WhatsApp settings page via Organisation > Channels > WhatsApp > Settings, with the Connection status block with the Refresh button at the top, the message WhatsApp is connected, the Status at Meta block with the Delivering chip, and the list of connection details.

How the page is laid out

From top to bottom, the page consists of these parts:

Part	What you see and do there
Connection status	Whether the number is connected, the Status at Meta and the details of the connection. Refresh fetches the current state.
Connect WhatsApp	The choice of connection mode, for coexistence the Coexistence status with the phone manager and the default assignment, and the buttons to connect, reconnect, disconnect or open Meta Business.
Last connection result	Only straight after a connection attempt: the outcome of that attempt.
Debug details	Only after a connection attempt: technical details to send along if you ask the aishaa team for help.
WhatsApp templates	At the bottom, only for Account admins: a button to Account > WhatsApp templates.

Connection status

The Connection status block (Current WhatsApp Business connection for this organisation.) shows WhatsApp is not connected yet. Connect a WhatsApp Business account to enable this channel. or WhatsApp is connected. If the connection has to be confirmed again at Meta, it also says This connection requires re-authentication.

For a connected number, the Status at Meta block (see below) follows, with a list of details:

Field	Meaning
Display phone number	The number as customers see it.
Phone number ID and WABA ID	The identifiers of the number and of the WhatsApp Business account at Meta.
Webhook subscription and Phone registration	Whether aishaa is registered at Meta to receive messages and to send from this number.
Token expires at	Until when aishaa’s access at Meta is valid.
Updated at	When the connection was last updated.
Contact sync and History sync	The status of the import of contacts and earlier conversations from the WhatsApp Business app, with the time it was requested.
Last contact sync webhook and Last history sync webhook	When Meta last passed on contacts or conversation history.
Last Business app send	When a message was last sent from the WhatsApp Business app (with coexistence).

A field without a value shows a dash. If something goes wrong at Meta with one of these parts, a warning appears below it starting with Webhook subscription warning, Phone registration warning, Contact sync warning or History sync warning, followed by Meta’s message. More explanation of these fields is in Connect WhatsApp.

Status at Meta

The Status at Meta block shows what Meta itself says about this number: whether Meta delivers the number’s messages. aishaa reads this status at Meta about every six hours. A new connection is read for the first time within an hour; until then it says Not read at Meta yet. The first reading follows within the hour.

Chip	Meaning
Delivering (green)	Meta delivers messages from this number.
Limited (orange)	Meta delivers messages from this number, with limits. What Meta reports below lowers the sending limit until it is solved.
Blocked (red)	Meta refuses business-initiated messages (templates) from this number. Solve what Meta reports below in Meta Business Manager. If the cause is the payment method, there is a separate explanation (see below).
Unknown at Meta (red)	Meta no longer knows this account or number. The connection probably no longer works: check it and reconnect if needed.
Unknown	There has been no reading yet.

Below the explanation, What Meta reports: lists the problems Meta mentions, and below that Last read at Meta: with the date and time.

The Status at Meta block with the red Blocked chip, the explanation about the payment method, the What Meta reports list and the Last read at Meta line.

Blocked because of the payment method

Template messages are paid messages at Meta. If a valid payment method is missing, or the currency or country of the WhatsApp Business account has not been set, Meta refuses all templates from the number. It then says: Meta refuses templates from this number: there is a problem with the payment method of the WhatsApp Business account (no valid payment method, or no currency or country set). Solve it in Meta Business Manager under Billing. Until then template messages do not arrive; ordinary replies within 24 hours of a customer message do.

You resolve this in Meta Business Manager, under Billing. That is done by whoever manages your company’s Meta Business account. The Open Meta Business button takes you to the WhatsApp Business accounts in your Meta settings.

What happens when Meta blocks the number

Warning to the admins. If the number becomes Blocked or Unknown at Meta, the Account admins and the colleagues who manage the channels in this organisation get a push notification and an email once, with the title Meta refuses WhatsApp messages or WhatsApp connection may no longer work, the list What Meta reports: and the link View WhatsApp channel. The notification comes once per change, not at every reading. See Notifications.
Warning in the composer. If a customer’s 24-hour window is closed and Meta refused templates from this number at the last reading, you see that in the ticket’s composer even before you choose a template: At the last check at Meta ((moment)) Meta refused templates from this number. followed by the explanation. Sending remains possible, because the reading can be up to a few hours old. See The 24-hour window.
Bulk messages. A bulk message via WhatsApp cannot start as long as Meta has blocked sending from the number. See Bulk messages: one message to many customers.

Connect WhatsApp

The Connect WhatsApp block contains the choices and buttons for the connection itself.

Part	When visible	What it does
Manage or reconnect a coexistence channel	If coexistence numbers have ever been connected in this organisation	Choose a previously connected number to view its status or reconnect it. Back to default channel takes you back to the active number.
Connection mode: Full Cloud API or Coexistence: Business app + aishaa	As long as there is no connection yet	Determines whether the WhatsApp Business app on the phone stays in use. Coexistence is selected by default. See Connect WhatsApp.
Important for WhatsApp coexistence	When Coexistence is chosen and with a coexistence connection	Meta’s conditions, such as opening the app at least every 13 days. See Coexistence: the WhatsApp Business app and aishaa together.
Coexistence status	With a coexistence connection	The health of the connection (Healthy, Activity unknown, At risk or Possibly broken) with Last seen app-side activity:.
Phone manager and Assign new tickets to	With a coexistence connection	Who manages the primary phone and gets the reminders, and to whom new tickets from this number are assigned automatically. Save with Save phone manager. Colleagues without the Organisation admin role see the chosen values as text. See Phone manager and default agent.
Open WhatsApp Business app or the QR codes under Open the app on the primary phone	With a coexistence connection, for Organisation admins and the phone manager	Helps open the app on the right phone.

Below that are the buttons:

Button	What it does
Connect WhatsApp	Starts the connection via Meta. With an existing Cloud API connection, you use it to confirm the same connection again. Not visible with a coexistence connection.
Reconnect connection	Restores a coexistence connection with the same number and the same channel settings. See Coexistence: the WhatsApp Business app and aishaa together.
Disconnect WhatsApp	Disconnects the number from aishaa. See Disconnect WhatsApp.
Open Meta Business	Opens the WhatsApp Business accounts in your Meta Business settings.