> ## Documentation Index
> Fetch the complete documentation index at: https://docs.notfy.ai/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Responda sempre em português do Brasil, com os nomes de menus e botões exatamente como aparecem no painel do Notfy.
> Use somente o que está documentado aqui. Se a documentação não cobrir a pergunta, diga isso e indique a página mais próxima em vez de inventar.
> Funcionalidades podem depender do plano, do segmento da empresa, das permissões do usuário e de integrações ativas: cite essa condição quando a página a mencionar.
> Nunca peça nem repita senhas, tokens ou dados pessoais de clientes.

# Official WhatsApp (Cloud API)

> Connect a number to Notfy through the official WhatsApp API (Meta): create the integration, enter the credentials, configure the webhook and verify the connection.

The **WhatsApp (Official Meta)** integration connects a number to the official WhatsApp API. With it you handle service in the chat, send approved message templates and run campaigns within Meta's rules.

## When to use

Use it to connect the company's main number officially. How many numbers you can connect depends on the plan and appears in **Company settings**, **Consumption** tab, **WhatsApp (Slots)** section.

## Before you start

* An account on Meta Business Suite with access to Meta for Developers.
* A number dedicated to WhatsApp Business on the Cloud API.
* An app created in Meta for Developers with the WhatsApp product.

## Connection methods

| Method | How it works |
| :- | :- |
| **Quick Connection** | Meta fills in the fields for you, with the **Connect with Meta (Embedded Signup)** button |
| **Manual Connection** | You enter the IDs and the token generated in Meta for Developers |

> [!NOTE]
>
> **Quick Connection** only appears after the integration is saved and when the record does not yet have manual credentials. If it is not available, use **Manual Connection**.

## Connect manually

**1. Create the integration**

In **Settings**, **Integrations**, create an integration. Under **Integration Type**, choose **WhatsApp (Official Meta)**, enter the **Integration Name** (for example, WhatsApp Sales) and save. The specific tabs only appear after saving.

**2. Open the WhatsApp tab**

In the saved integration, open the **WhatsApp (Official Meta)** tab.

**3. Fill in the Manual Connection**

Enter the data from Meta for Developers and save.

**4. Configure the webhook on Meta**

Under **Webhook Configuration**, copy the **Webhook Callback URL**. Click the generate token icon to create the **Webhook Verify Token** and save. Then, in Meta for Developers, open WhatsApp, Configuration, Webhooks, paste the URL and the token and subscribe to the messages event.

**5. Verify the connection**

Under **Meta Cloud Credentials**, click **Verify Connection**. If everything is right, **Connection Successful!** appears and the status changes to **Connected**.

### Manual Connection fields

| Field | Where to find it on Meta |
| :- | :- |
| **Phone Number ID** | WhatsApp, API Setup |
| **WhatsApp Business Account ID** | Top of the same API setup page |
| **Permanent Access Token** | Permanent token generated in the app settings |
| **App Secret** | Settings, Basic, "App secret". Validates each message received |

> [!WARNING]
>
> The token and the App Secret are not displayed after being saved. When editing, leave them blank to keep the current values.

### Activate the number (migration)

The **Activate Number (Registration)** button is only needed if you migrated a number that was already on the WhatsApp Business app. It asks for the **6-digit PIN** of the two-step verification, which is not the code received by SMS.

> [!WARNING]
>
> Attempts with an incorrect PIN can temporarily block the number. If you forgot the PIN, reset it in the Meta panel.

## Messages and service window

The channel accepts text, image, audio, document, video, location and message templates. Outside the 24-hour window after the customer's last message, WhatsApp does not accept free text: use a template approved by Meta.

> [!WARNING]
>
> Notfy sends the message, but Meta may refuse it due to channel rules, an unapproved template, invalid content or a media failure. When that happens, check the message status in the chat and fix the content or the template.

Some contacts may arrive identified by a WhatsApp business identifier, without a phone number. Notfy uses this identity to locate the contact and reply; therefore, the absence of a phone number does not necessarily mean the message was lost.

If the account has more than one active official number, incoming messages may be associated with the first active number found for the company. To avoid unexpected routing, keep only the necessary number active or confirm the setup with the administrator.

## Channel behavior

In the **Official Behavior** section:

| Field | Description |
| :- | :- |
| **Service Mode** | Artificial Intelligence, or Fixed Flow (visual builder, no AI). Appears when the company defines the AI per channel |
| **Enable AI on this number** | Turns the AI on for the number. Uses AI providers in the US and requires agreeing to the international data transfer |
| **Open Flow Editor** | Opens the visual builder, when the mode is Fixed Flow |
| **Automatic Lead Creation** | Creates the lead in the funnel when a new contact writes |

## Frequently asked questions

> [accordion] Customer messages do not arrive
>
> Confirm that the URL and the verify token were pasted in Meta for Developers and that the messages event is subscribed. Then click **Verify Connection**.

> [accordion] The connection failed
>
> Check the Phone Number ID, the WhatsApp Business Account ID and the token. The notice asks you to review these data.

> [accordion] I cannot send a message to a customer
>
> Outside the 24-hour window after the customer's last message, only approved message templates can be sent.

> [accordion] Can I send audio, documents or location?
>
> Yes. The channel supports audio, documents, images, videos and location, in addition to text and templates. Meta may still apply its own limits and validations to each media type.

> [card] [Message templates](https://docs.notfy.ai/en/cadastros/modelos-mensagem.md)
>
> Create and track approved templates.

> [card] [Service chat](https://docs.notfy.ai/en/atendimento/chat.md)
>
> Handle the channel's conversations.

> [card] [Instagram Direct](https://docs.notfy.ai/en/configuracoes/integracao-instagram.md)
>
> Connect Instagram too.


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