Help Center | tawk.to | Connecting WhatsApp to tawk.to

Connecting WhatsApp to tawk.to

The instructions below are for desktops and laptops only.

Connect your WhatsApp Business number to your tawk.to Inbox and handle all customer conversations (along with live chats and support tickets) in one place. This guide shows you how to connect WhatsApp, send and receive messages, adjust common settings, and resolve common issues.

Before you start

Ensure you have the following:

Admin access to the tawk.to property you want to connect
A WhatsApp Business Account (WABA) set up through Meta Business Manager
A phone number registered with the WhatsApp Business API

If you don't have a WhatsApp Business account yet, go to the WhatsApp Business sign-up page to get started.

Important
If your WhatsApp number is currently connected to another app or platform, disconnect it first. A WhatsApp number can only be connected to one service at a time.

Steps to connect WhatsApp to tawk.to

Click Administration in the left navigation bar.

Click Integrations in the left submenu.

Alternatively, you can also access Integrations via your Inbox. Click Inbox in the left navigation bar. Then, click Connect Channel in the left panel.

On the Integrations page, select the Messaging tab. Then, click WhatsApp.

Click Install in the top right corner.

In the pop-up window:
- Log in to your business Facebook account.
- Grant permission to tawk.to Omnichannel Inbox WA. This allows tawk.to to send and receive WhatsApp messages on your behalf.

Follow the on-screen steps to:
- Select your Meta Business Manager account
- Create a new WhatsApp Business profile or choose an existing number
- Verify your phone number using SMS or a voice call

Once verification is complete, WhatsApp connects automatically and appears as a new channel in your tawk.to Inbox.

Note
You can connect multiple WhatsApp Business numbers to the same tawk.to property. Each number appears as a separate inbox.

Viewing and replying WhatsApp messages

Open the newly connected WhatsApp channel in your Inbox. If you have any WhatsApp conversations, they’ll be listed in the panel on the right.

Click any conversation to open it, and type your reply in the Reply field.

Message statuses are shown in the bottom right corner of each message:

Clock icon: The message is being delivered.
One grey checkmark: The message has been sent to WhatsApp servers.
Two grey checkmarks: The message has been sent to the recipient’s device.
Two green checkmarks: The message has been read.

Reacting and replying to specific messages

To reply to a specific message in the conversation, click the arrow icon next to the message and type your reply.

To react to a specific message, click the emoji icon next to the message and choose an emoji.

Using Shortcuts

You can use Shortcuts to speed up replies. See this guide to learn more: Creating and managing shortcuts

Attaching files

To attach a file, click the paperclip icon in the Reply field and upload your file.

You can send:

Images (PNG, JPEG, WEBP, non-animated GIF) – up to 5 MB per image
Documents (PDF, DOC, DOCX, and more) – up to 100 MB per file
Audio and video files (including voice messages) – up to 16 MB per file
Location – share geographic coordinates
Contact cards – share contact details

Note: WhatsApp sends one attachment per message. If you upload multiple files, WhatsApp sends them as separate messages.

Emojis

Click the emoji icon in the Reply field and select an emoji from the list.

Using templates

If templates are enabled for your WhatsApp number, click Select Template in the Reply field and choose a template from the panel on the right. To learn more about templates, see this guide: Using WhatsApp templates

Status, assignees, priority, and tags

At the top of each conversation you’ll find options to:

Change status (Open/Pending/Closed)
Assign the conversation to a specific agent or team member
Set priority
Add tags

Change status

Messages can be in one of the following states (shown under Status):

Open: The message is unanswered. If the customer left contact information, respond promptly.
Pending: The customer has been answered, and the issue is being resolved.
Closed: The conversation is resolved.

To change the status, click the current status and select a new one.

Assign the conversation

You can assign the conversation to yourself or a team member (if you have multiple support agents).

Click the assignee field, select a team member’s name, and they will be assigned to the conversation.

Set priority

Click the priority indicator and choose the desired priority.

Add tags

Click the tag icon and then click + to add tags to the conversation. See this guide to learn more about tags: Tagging chats, contacts, and tickets

Click the 3 dots for more options:

Mark as Spam: Moves the conversation to Spam.
Delete: Moves the conversation to Trash.
Hide Events: Hides all notifications for the conversation.

Troubleshooting message delivery issues

If your messages aren’t are going through successfully, see the troubleshooting tips in this guide:
Troubleshooting WhatsApp message delivery issues

Use AI Assist with WhatsApp (optional)

If you have AI Assist enabled, you can:

Assign an AI agent to reply to WhatsApp messages automatically
Use AI Commands and Smart Reply in conversations

Assign an AI agent

Go to the Channels list on your AI agent’s Settings page.

To assign the AI agent to all your WhatsApp inboxes, enable the WhatsApp toggle.
To assign the AI agent to specific inboxes, enable the toggle for each inbox.

AI Commands and Smart Reply

On your AI agent’s Settings page, scroll down and enable AI Commands and Smart Reply.

After enabling the above settings, you can use AI Commands and Smart Reply in your WhatsApp conversations.

Important considerations

Ensure that your WhatsApp number isn’t connected to another app before connecting it to tawk.to.
Once a WhatsApp number is connected to a tawk.to property, you cannot connect that same WhatsApp number to another property.

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