Customer message to supported action
What the connection does
A supported WhatsApp Business connection brings conversations from an approved business sender into the ConvoRev workspace so the right AI Agent and people can respond from one managed path.
The conversation starts through the approved business sender.
The message and contact context appear in the intended shared inbox.
The approved Agent may reply, or a person can review, pause and take over.
The customer reaches the approved booking, estimate, application or handoff path.
The connection steps depend on your existing Meta business assets, sender status and phone-number history. ConvoRev confirms the supported path before an active sender is changed.
Ownership before connection
Choose the right business sender
Use a number the business is authorized to operate for the intended customer conversations. Before any change, document where the number is currently used and who owns the related business assets.
Confirm accountable ownership
The business should know who controls the number, who has administrator access and who can approve connection changes.
Match the intended use
The sender should make sense for the audience, regions and support or sales conversations included in the first release.
Review its current status
Understand whether the number is active elsewhere and whether a supported change or migration plan is required.
An unplanned change can interrupt a working customer channel. Do not use repeated reconnection attempts as a troubleshooting method.
Six readiness areas
Before you connect
Gather the business, account and testing decisions needed to complete the connection without relying on assumptions during authorization.
Business identity
Legal business name and the customer-facing display name you intend to use.
Approved sender
A suitable business-owned phone number and a confirmed plan for any number already in use.
Authorized owner
Administrator access to the correct Meta business account and a person available for verification.
Message scope
Countries, customer use cases and the first conversation outcome the channel will support.
Approved content
Current knowledge, approved replies and message templates when the use case requires them.
Test and handoff
A private test contact, approved AI Agent and monitored human owner.
Never email or place passwords, secret keys, verification codes or recovery information in general support messages. Complete sensitive steps only through the approved authorization flow.
Six controlled stages
Complete the connection process
Work in order from scope and ownership to private release approval. If a critical fact is missing, pause the affected stage instead of guessing.
Confirm the connection scope
Identify the sender, customer audience, first use case and intended next action. Keep the first release narrow enough to test completely.
One sender and one approved conversation path
Verify ownership and access
Confirm the correct Meta business assets, the administrator authorized to approve the connection and the current status of the phone number.
A verified business asset and access owner
Complete secure authorization
Use the supported authorization process provided for the connection. Complete verification in the approved account flow and keep secrets out of email, chat and general form fields.
An authorized connection with only required access
Confirm the sender profile
Review the business identity and customer-facing sender details. Resolve any review or profile issues before announcing the channel to customers.
A sender profile ready for private testing
Route the conversation
Connect inbound messages to the correct workspace, shared inbox, AI Agent, human-handoff destination and notification path.
A complete inbound and human-response route
Verify and approve release
Run private end-to-end scenarios, correct gaps and obtain approval from the person responsible for the channel and customer experience.
A documented pass before controlled launch
Customer-facing identity
Review the sender profile and message templates
Make sure customers see an accurate business identity. If the use case needs an approved message template, treat its availability as a separate readiness check.
Use an accurate business identity
The intended display name and profile details should match the business customers expect to contact. Resolve review issues before promoting the sender.
Confirm approval before use
When a workflow requires a message template, verify its status, content, language and intended use in the Meta business system before testing it.
Make ownership visible
Route the shared inbox and AI Agent
A technically connected sender is not ready until messages reach the correct workspace, response behavior and human owner.
The handoff destination must be monitored, and the receiving person should see enough conversation context to continue without asking the customer to start again.
Test the complete customer path
Private verification checklist
Use a real external test contact and evaluate the connection from the customer's first message through AI behavior, human takeover and the approved next action.
Inbound message
A message from an external test contact reaches the correct shared inbox.
Sender identity
The expected business and sender details appear to the test contact.
Contact mapping
The conversation is attached to the correct contact—or creates a new one as expected.
Approved answer
The AI Agent answers from approved knowledge and stays inside its defined scope.
Next action
Qualification and the booking, estimate, application or other approved step work as intended.
Human handoff
The receiving person gets the conversation context and knows why the handoff occurred.
Pause and takeover
The AI Agent stops when required and a person can reply without competing responses.
Template path
Any required approved template is tested in the correct use case and language.
Conversation record
Sender, profile, timestamps and delivery information appear as expected.
Do not move to normal customer traffic while the wrong sender, missing messages, unsafe answers, duplicate responses or failed human handoffs remain unresolved.
Controlled go-live
Use these launch safeguards
Start with the smallest approved audience and conversation scope that can produce useful evidence.
Keep the first scope narrow
Use one sender, one approved use case and one meaningful next action before expanding.
Monitor early conversations
Review answers, contact records, handoffs and next actions while the release is still easy to correct.
Know how to pause
The responsible person should know how to stop the AI Agent and continue the conversation manually.
Keep knowledge current
Update approved pricing, availability, policies and process changes before the Agent relies on them.
Avoid reconnection loops
If the connection is unstable, preserve evidence and investigate the cause instead of repeatedly disconnecting it.
Review platform changes
Confirm current sender, template, messaging and account requirements when the use case changes.
Diagnose before reconnecting
Troubleshooting
Start with the exact symptom, sender, test time and affected path. A clear record is more useful than repeated authorization attempts.
The expected sender is unavailable
Reconfirm the selected business account, administrator access and the current status or ownership of the number.
Inbound messages do not appear
Confirm the test was sent to the connected number from an external contact and that the intended workspace is being reviewed.
The AI Agent does not reply
Check that the approved Agent is attached and enabled for this path, then review active hours, pauses and handoff state.
Human handoff is not received
Verify the destination, accountable owner, notification settings and required access without sending sensitive credentials.
A template cannot be used
Review its status, content, language and intended use in the Meta business system. Do not assume a pending or rejected template is available.
- The business sender
- Approximate test time
- Expected result
- Actual result
- Relevant screenshots without secrets
Continue the setup path