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Connect a WhatsApp number to sync messages into Unibox and respond with AI.

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What it does

  • Message sync — WhatsApp messages appear in Unibox alongside calls, email, and other channels
  • AI responses — Your agents can reply to WhatsApp messages automatically
  • Coexistence — Keep using the WhatsApp Business app on your phone with the same number
  • History import — Bring up to about 6 months of past conversations with you when you connect

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Two ways to connect

Pick based on whether the number is already in use on a phone. Coexistence is the default. Most businesses connecting to Nedzo already have a number running in the WhatsApp Business app and do not want to give it up.

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Requirements

  • A Meta Business account
  • A phone number you control
  • For Coexistence: the number already active in the WhatsApp Business app, on a recent version
  • Admin access to the Meta Business account

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How to connect

  1. Go to Settings > Integrations in your dashboard
  2. Find WhatsApp and click Connect
  3. Sign in with Facebook and pick your Meta Business account
  4. Choose the number you want to connect
  5. Verify the number when prompted
Nedzo opens Meta’s own signup flow, so your credentials go to Meta and never to us.

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Verifying the number

Meta sends a verification code to the number. Enter it in the Verify your WhatsApp number step to finish connecting.

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How Coexistence works

Once a Coexistence number is connected, three things flow into Nedzo that a normal connection does not carry:
  • History — past conversations on that number, delivered in chunks over the first few minutes. Older threads appear in Unibox as they arrive.
  • Message echoes — messages your team sends from the phone app are copied into Nedzo, so the AI and your operators see the whole thread, not just the half that came through the dashboard.
  • Contact sync — contacts added, changed, or removed in the phone’s address book update in Nedzo too.
This means someone can answer a customer on their phone and the agent still knows what was said.

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How it works

  1. New WhatsApp messages arrive by webhook and appear in Unibox
  2. You view and reply from the dashboard, or from the phone app if you use Coexistence
  3. If an AI agent is configured, it can reply automatically

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Media

WhatsApp conversations support images, video, and audio in both directions. Use the paperclip in the composer to attach files up to 16 MB. See Unibox channels for the full rules.

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Reply windows

WhatsApp enforces its own messaging window. If too much time has passed since the contact’s last message, you cannot send a free-form reply until they message again. This applies to media the same way it applies to text.

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Disconnecting

Disconnect from Settings > Integrations. Meta releases the number on its side, which is not instant — if you try to reconnect right away you may see:
WhatsApp is still releasing this number on Meta’s side. Please wait before reconnecting.
Wait a few minutes and try again.

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Troubleshooting

The number is already registered elsewhere. A WhatsApp number can only belong to one Meta Business account at a time. Remove it from the other account first. History did not import. History only comes with Coexistence, and only for numbers that were already active in the WhatsApp Business app. A brand-new number has nothing to import. Messages sent from the phone are missing. Message echoes are a Coexistence feature. A number connected as a new number has no phone app attached, so there is nothing to echo.