Connect WhatsApp Business to Zonitel Unified Inbox (Conversations)
With WhatsApp Business connected to Zonitel Office, you can manage WhatsApp conversations directly from your Conversations inbox—reply to customers, send images, and keep your team’s communication in one place.
Before you start (requirements)
Make sure you have:
- A dedicated WhatsApp Business phone number
- The number must be able to receive an SMS or voice call for verification.
- Review the number’s existing WhatsApp registration
- A number already registered with another provider or in a WhatsApp app needs a supported migration/onboarding plan. Confirm the procedure with Zonitel before disconnecting the provider or deleting an account.
- Messaging limits & verification awareness (recommended)
- Meta applies messaging limits at the business portfolio level; check the current limit and eligibility in Meta. A phone number’s connection status and quality are separate indicators.
Step-by-step: Connect WhatsApp inside Zonitel Office
- Log in to your Zonitel Office Portal.
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Go to Settings → Integrations
(under the “Channels & Integrations” section). -
Find Zonitel WhatsApp (Official API) and click Manage.
- Select Connect WhatsApp
- Complete the signup/authorization flow a login/authorization window will open.
- Follow the on-screen prompts to continue and approve the permissions requested from Meta.
- Select your Business portfolio and Create a WhatsApp Business Account in case that has not been created already.
- For New Accounts*, enter business information for new assets, if WhatsApp Business was already created and verified from Meta, select from the list and follow direct to step 9.
· Enter the Name of your Business*
· Choose the Category *
· Select the Country (This option will take the info from the already filled Meta Business verification)*
· Website (This option will take the info from the already filled Meta Business verification)*
- Add your WhatsApp Business number
- Select Use a new or existing WhatsApp number
- Enter the number in the required format (usually +1XXXXXXXXXX).
- Choose the verification method (SMS or Voice).
- Enter the verification code when prompted.
- Click Save / Finish.
- Confirm the integration status shows Connected.
Find the current WhatsApp settings
- Business config: the connected business and WhatsApp Business Account.
- Subscription: review your account’s WhatsApp access.
- Numbers & templates: open the Numbers and Templates tabs to manage reception and approved messages.
A connected account still needs active WhatsApp access and a usable number to send. If you send from your own software, check readiness with the API.
Open your inbox
- Go to Conversations and look for your new WhatsApp
Confirm it’s working (quick test)
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From a personal phone, send a WhatsApp message to your business number.
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In Zonitel, go to Conversations.
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Confirm the message appears and send a reply from the portal.
Manage your WhatsApp numbers and templates
Once connected, go to Settings → WhatsApp 
to manage your account. This page shows your Account review status (for example, APPROVED) along with Messages Sent and Messages Delivered for the last 7 days for the default number, and has two tabs:
- Numbers — tick the numbers that should receive incoming WhatsApp messages, then click Save. The table shows Number, Name, Status and Actions, including connection and quality indicators. Reception selection controls incoming messages, not WhatsApp call routing. Use Add number to register another number, or Verify number to complete verification.
- Templates — Meta must approve every template before you can send it. Use Add template to create one, or Template library to start from a pre-built option. The table shows Name / Language, Category (for example Utility or Marketing), Status, and the message body.
Use the business-information action for a number to edit its public profile: Update your WhatsApp business profile. Add the WhatsApp payment method directly in Meta; Zonitel does not provide a credit line. Review WhatsApp billing and payment setup. For an existing Business app number, read Business app, Cloud API and Coexistence before making changes.
Message Templates (important for notifications)
WhatsApp has a “customer service window” concept. In general, you can freely respond within the allowed window after the customer messages you, but messages sent outside that window typically require pre-approved templates.
Recommended next step: After connecting WhatsApp, create at least:
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A Welcome template
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An Appointment / Confirmation template
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A Follow-up template
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An After-hours template
Best practices (to drive adoption)
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Assign an owner (or rotation) to monitor WhatsApp daily inside Conversations.
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Keep replies fast during business hours to improve conversions.
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Use templates for consistent, professional messaging—especially for proactive notifications.
Troubleshooting
“I’m not receiving the verification code.”
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Confirm the number can receive SMS/voice, check spam filters/carrier blocks, and try the alternate method (voice instead of SMS).
“My number is already in use / can’t be connected.”
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The number may need a provider migration or another eligible onboarding flow. Confirm the supported procedure with Zonitel before disconnecting, releasing or deleting an existing account.
“It worked before, but stopped syncing.”
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Review account status, access, number status and permissions before reconnecting. If Support confirms reconnection is needed, use Settings → Integrations
(permissions/tokens may change over time).
FAQ
Q: Can multiple agents respond to WhatsApp messages from Zonitel?
A: Yes—any authorized user with access to Conversations can typically reply (based on your Zonitel permissions).
Q: Can I send outbound notifications anytime?
A: WhatsApp generally requires approved templates for business-initiated messages outside the customer service window.
Q: Can I connect more than one WhatsApp number?
A: It depends on your WhatsApp Business account limits and onboarding stage. Some setups start with a limited number of phone numbers and expand later.
Q: Will messaging limits affect me?
A: Check the current business portfolio messaging limit in Meta. Verification, quality and usage can affect eligibility; do not assume each new phone number has an independent allowance.
WhatsApp template guides
After connecting WhatsApp, open Settings → WhatsApp → Templates to manage your message templates. Creating a template does not send a message to customers.
- Create a custom WhatsApp template: write your content, add variable samples and buttons, and use Send for review for Meta approval.
- Use the WhatsApp Template library: choose predefined wording, configure the fields offered and check availability before messaging.
Need help?
Call/Text/WhatsApp: (833) 966-4835
Email: info@zonitel.com