WhatsApp Cloud inbox

Connect your WhatsApp Cloud API number so people who message that number appear in the same Atchr inbox as website chats. Your team replies in Atchr; Atchr sends the reply through Meta.

Atchr is not a WhatsApp Business Solution Provider. You bring your own WhatsApp Business Account (WABA). Meta conversation charges stay on your account. This is separate from the widget WhatsApp button.

What you need

  • An active Professional or Enterprise subscription.
  • A Meta developer app with the WhatsApp product, attached to your WABA.
  • A permanent access token (system user) with whatsapp_business_messaging.
  • The Phone number ID, App secret, and a verify token you choose (or let Atchr generate one).

Step 1: Fill in Atchr

  1. Open the entity → Apps & channels → WhatsApp Cloud inbox.
  2. Copy the read-only Callback URL. It is https://api.atchr.com/whatsapp/webhook.
  3. Paste Phone number ID, access token, and app secret. WABA ID and display number are optional.
  4. Set or keep the Verify token — you will paste the same string into Meta.
  5. Enable the inbox and click Save Cloud inbox.
WhatsApp Cloud inbox settings

Step 2: Point Meta at Atchr

  1. In Meta for Developers, open your app → WhatsApp → Configuration → Webhook.
  2. Callback URL: https://api.atchr.com/whatsapp/webhook
  3. Verify token: the same string saved in Atchr.
  4. Subscribe to the messages field.
Meta WhatsApp webhook configuration

Step 3: Send a test message

Message the business number from a personal WhatsApp account. A thread should appear in the Atchr inbox, labelled as WhatsApp. Reply from Atchr while the 24-hour customer care window is open.

WhatsApp thread in the Atchr inbox

24-hour window and templates

After the contact’s last inbound message, you have 24 hours to reply with a free-form message. The inbox header shows how much time is left. Outside that window, send an approved template from the same dashboard section (destination number, template name, language such as en_US).

Send an approved WhatsApp template

Delivery ticks and number health

Outbound replies show WhatsApp-style ticks: sending, sent, delivered, and read. Failed sends show a warning plus Meta’s error. The same Cloud inbox card lists the number’s quality rating and messaging limit from Meta.

Media and the chatbot

  • Inbound images, audio, video, and files are stored and shown in the thread.
  • If Adam is enabled for the entity, WhatsApp contacts can talk to the bot. Forms are sent as plain questions on WhatsApp.
  • Handover still notifies Slack and your webhooks, with a channel of whatsapp.

Troubleshooting

  • Meta cannot verify the webhook: the verify token in Meta must match Atchr exactly, and the Cloud inbox must be enabled and saved.
  • No thread appears: confirm Phone number ID, a paid subscription, and the messages subscription.
  • Replies fail: the 24-hour window may have closed, or the access token may lack messaging permission.