DevRev connects your WhatsApp Business account to your Inbox, so incoming WhatsApp messages from customers appear alongside other conversations and agents can reply directly from DevRev. When an agent responds, the reply is delivered to the customer on WhatsApp.
🔗 For detailed information about the WhatsApp Business Platform, refer to the WhatsApp Business Platform documentation.
Prerequisites
Create a Meta Business account: Ensure you have a Meta Business account in Meta Business Manager. For details, refer to creating a Business account.
Verify number compatibility: Ensure the phone number you intend to use is not already linked to a personal or business WhatsApp account. If it is, either delete that account or migrate the number to a business account.
Set up 360dialog: DevRev uses 360dialog for WhatsApp integration. If you already have a WhatsApp Business account, follow the steps to migrate to 360dialog.
Configure the snap-in
Follow these steps to connect your WhatsApp Business account and sync messages with the DevRev Inbox.
Go to Settings > Snap-ins and install the WhatsApp snap-in from the DevRev marketplace.
Select the workspace to install the snap-in, confirm the installation, and click Deploy snap-in.
In the Connections tab, add an existing connection or create a new one:
Enter a name for the connection and confirm that you have completed the prerequisites above.
Click Connect and complete the 360dialog authorization flow in the dialog that opens.
In the Configuration tab, enter the business phone number whose WhatsApp messages you want to sync with the DevRev Inbox.
Save the configuration. At install time, DevRev automatically submits the following template messages for Meta approval:
Reinitiate missed conversation: "Hi, sorry for not responding earlier. (Custom Message)"
Share an update with the customer: "Hi, here is an update (Custom Message)"
These templates are required by WhatsApp policy to contact a customer after the 24-hour response window has closed. They become available for use once Meta approves them.
Agent experience
Once the snap-in is configured, incoming WhatsApp messages from customers appear in the DevRev Inbox alongside conversations from other channels. Agents can read and reply to messages directly from the Inbox; replies are delivered to the customer on WhatsApp.
Customer identities created from WhatsApp conversations are linked to contacts in DevRev. For more information on how WhatsApp conversations create or link customer identity, refer to the Contacts article.
You can also deploy an AI agent to handle WhatsApp conversations automatically. For details, refer to Deploy agents to channels.
Limitations
Group conversations are not supported by the WhatsApp Business API.
If you do not respond to a customer's message within 24 hours, you can only continue the conversation using Meta-approved template messages.
CSAT snap-ins do not support WhatsApp. Customer satisfaction surveys sent through CSAT snap-ins are not delivered on this channel.
Certain media types are not supported by the WhatsApp Business API. Messages containing unsupported media may appear empty in the conversation.
WhatsApp Business API voice calls are available only in Brazil, India, Mexico, and Indonesia.
Troubleshooting
Issue: The 360dialog connection flow fails or behaves unexpectedly after updating to the v2 snap-in.
Solution: Contact DevRev support to confirm the current connection method for your workspace.
Issue: The connection form closes or cancels automatically before the 360dialog authorization is complete.
Solution: Ensure you are not using a browser extension or pop-up blocker that interrupts the 360dialog authorization window. Disable any such extensions and retry the connection flow.
Issue: WhatsApp messages are not appearing in the DevRev Inbox after setup.
Solution: Do not type
/whatsappin the Discussion tab to register the webhook URL; that step applied to earlier snap-in versions and is not required in the current version. Confirm that the business phone number entered in the Configuration tab exactly matches the number registered with 360dialog. If the number is correct and messages are still not appearing, contact DevRev support.Issue: Template messages fail to send after the 24-hour window has passed.
Solution: Template messages require Meta approval before they can be used. Verify that the templates have been approved in your Meta Business Manager. If approval is pending, wait for Meta to complete the review. If the templates were previously approved but are no longer working, recheck their status in Meta Business Manager and resubmit if necessary.