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How to connect WhatsApp Business API to your Shopify store
Connecting WhatsApp to Shopify is the one step of setup that involves a third party, and it is where most merchants get stuck. This is the sequence, including the parts that commonly go wrong.
5 min read
What do you need before you start?
You need a Facebook Business account, a phone number that is not already in use on WhatsApp, and admin access to your Shopify store.
The phone number must not be active on the regular WhatsApp or WhatsApp Business app. A number already registered there has to be deleted from that app first, which is the single most common cause of a failed connection.
You do not need to build anything against Meta's API yourself. The app handles the WhatsApp Business API registration through Meta Embedded Signup, which is Meta's own guided flow.
How does the connection actually work?
You authorise the app through Meta Embedded Signup, Meta returns a phone number ID and an access token, and the app stores them against your store so incoming messages can be routed to your agent.
Once connected, incoming WhatsApp messages arrive at the app's webhook, are matched to your store, and appear in your inbox. From there your agent can reply, or a person can take over.
Outbound replies go back through the WhatsApp Business API using the same credentials, which is why template messages need approval before they can be sent outside a customer service window.
Why did the phone number registration fail?
Almost always because the number is still registered to another WhatsApp account, or because the business verification is still pending on Meta's side.
Check the number is not in use in the WhatsApp or WhatsApp Business app. If it is, delete the account in that app and wait a few minutes before retrying.
If your Meta business account is still under review, registration cannot complete until Meta approves it. The app shows the verification state, and registration completes automatically once the account is approved.
Can you use more than one WhatsApp number?
Not currently. One WhatsApp number per store.
Multiple number support is on the roadmap but not available today. If you operate several stores, each store is a separate install with its own number.
How do you test that it works?
Send a message from your own phone to the connected number. It should appear in the inbox, and if an agent is switched on, it should reply.
The WhatsApp setup screen includes a test-message step for exactly this. Do it before the number goes in front of customers — a misconfigured webhook is much cheaper to find now than in front of a paying customer.
Common questions
Do I need a WhatsApp Business API account already?
No. The setup flow guides you through Meta Embedded Signup, which registers the number for you. You do need a Facebook Business account.
Can I use my personal WhatsApp number?
Only if you are willing to remove it from the WhatsApp app first. The number cannot be active in two places at once.
How long does connection take?
Usually a few minutes, unless your Meta business account is still awaiting verification, in which case it completes once Meta approves it.
Related guides
- How to choose which Shopify data your agent may read
- What WhatsApp template messages are, and when you need one
All guides are listed in the help centre. If none of them answers it, email [email protected].
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