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Keloa connects to WhatsApp via the official WhatsApp Business Platform. This is the business-grade API, not the WhatsApp Business app — it lets you message from a shared team inbox with automation and AI.

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Prerequisites

  • A Meta Business account (business.facebook.com).
  • A phone number not currently registered with any WhatsApp app. If it’s in use in the consumer app, you’ll need to deregister it first.
  • Permission to manage the business on Meta.

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Connect WhatsApp

1

Open the integration

Sidebar → Integrations → WhatsApp Business → Connect.
2

Sign in with Meta

You’ll be redirected to Meta’s Embedded Signup flow. Sign in and pick the business.
3

Create or choose a WhatsApp Business Account (WABA)

If this is your first integration, create a WABA. Otherwise pick the existing one.
4

Verify the phone number

  • Enter the phone number to use.
  • Receive the SMS/call verification code and enter it.
  • Pick a display name (e.g. “Acme Support”). Meta reviews this — usually minutes, sometimes a day.
5

Return to Keloa

Meta redirects back. Your WhatsApp channel is now connected. Incoming messages start flowing into the Keloa inbox.

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The 24-hour customer service window

WhatsApp distinguishes between:
  • Session messages — free-form, sent within 24 hours of the last customer message. No restrictions.
  • Template messages — required for anything outside that window. Must be pre-approved by Meta.
Keloa enforces this automatically — if you try to send a free-form message outside the window, we’ll block it and prompt you to pick a template.

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Message templates

A template is a pre-approved message with optional placeholders. Examples: appointment reminder, order-shipped update, re-engagement.

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Creating a template

  1. Settings → WhatsApp templates → New template.
  2. Pick a category (utility / marketing / authentication).
  3. Write the body with {{1}}, {{2}} placeholders for dynamic parts.
  4. Submit for Meta approval.
Approval takes minutes to a few hours. Approved templates appear in the composer’s Template picker.

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Sending a template

In a conversation outside the 24-hour window, the composer will automatically switch to template mode. Pick one, fill variables, send.

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What the AI does

The AI agent replies within the 24-hour window like on any other channel. Outside the window, it cannot reply (no free-form allowed) — your flow should handle re-engagement via templates if needed.

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Multiple numbers

You can connect several numbers to the same workspace — each is a separate WhatsApp channel with its own phone and its own default agent.

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Disconnecting

Integrations → WhatsApp → Disconnect unlinks the WABA in your Keloa workspace. The number itself stays registered with Meta — deregister it from Meta if you want to move it elsewhere.

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Troubleshooting

IssueFix
Verification SMS never arrivesTry the voice-call option. Some carriers block 6-digit SMS codes.
”Phone number already registered”Number is in use in the WhatsApp consumer app. Deregister it in WhatsApp settings → Account → Delete account → two-factor PIN.
Template rejectedRead the rejection reason. Usually promotional content in a utility template, or missing opt-in.
Messages sent but not receivedCheck the display name has been approved. Customers can still message you before approval, but outbound from business is gated.