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Connecting a WhatsApp Business number routes inbound messages into your PingBack inbox. Agents can reply directly from PingBack, and replies are delivered back to customers on WhatsApp.
WhatsApp is available on the Mini and Pro plans only.

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Prerequisites

Before you start, make sure you have:
  • A WhatsApp Business API account (via Meta’s Cloud API or a BSP).
  • A Meta App in the Meta Developer Portal with WhatsApp webhook permissions enabled.
  • Your Phone Number ID and a valid Access Token from the Meta App dashboard.

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Setup

1

Create the WhatsApp channel in PingBack

Send a POST request to /api/v1/channels/ with type set to "whatsapp" and your WhatsApp credentials in the config object.
curl -X POST https://api.pingback.live/api/v1/channels/ \
  -H "Authorization: Bearer <your_token>" \
  -H "Content-Type: application/json" \
  -d '{
    "type": "whatsapp",
    "config": {
      "phone_number_id": "1234567890",
      "access_token": "EAAxxxxxxxxxxxxxxx",
      "verify_token": "pingback_verify"
    },
    "is_active": true
  }'
The response includes a _meta_setup_instructions object with the values you need for the next step.
2

Configure the webhook in your Meta App

In your Meta App’s WhatsApp > Configuration section, set the following:
FieldValue
Callback URLhttps://api.pingback.live/api/v1/webhooks/whatsapp
Verify tokenpingback_verify
Then subscribe to the messages webhook field and click Verify and Save.
The callback URL and verify token must match exactly as shown above. Any difference will cause webhook verification to fail.
3

Test the connection

Send a WhatsApp message from a customer phone number to your connected Business number. The message should appear as a new conversation in your PingBack inbox within seconds.