WhatsApp Integration with LenoChat

Prerequisites Before You Begin

Before you can connect WhatsApp to LenoChat, you need a few things in place. These are requirements imposed by Meta (the company behind WhatsApp) rather than LenoChat, so you must have them ready before starting the setup.

• A Facebook Business Manager account — you must have admin access to the Business Manager that will own the WhatsApp Business Account. If your company does not have a Business Manager account yet, create one at business.facebook.com before proceeding.
• A valid phone number — this is the number customers will message you on. It must be a company-registered phone number, not a personal one. The number cannot already be registered with the regular WhatsApp or WhatsApp Business mobile app — if it is, you must remove it from those apps first.
• Phone number verification — during the setup process, Meta will send a verification code to the phone number via SMS or voice call. Make sure you have access to receive messages or calls on that number.
• A LenoChat workspace — you need an active LenoChat account. The WhatsApp integration is available on all plans, including the Free plan.

Step-by-Step Connection Guide

The entire connection process happens inside your LenoChat dashboard and a popup window where you authenticate with Meta. Follow these steps carefully to connect your WhatsApp Business number.

• Step 1: Log in to your LenoChat dashboard and click Settings in the left-hand navigation sidebar.
• Step 2: Select Integrations from the settings menu. The Integrations page displays all available channels including WhatsApp, Instagram, and Facebook Messenger.
• Step 3: Locate the WhatsApp section on the Integrations page. If you have not connected WhatsApp yet, you will see a panel with the WhatsApp logo, a list of prerequisites, and a Connect WhatsApp button.
• Step 4: Click the Connect WhatsApp button. A new popup window opens and directs you to Meta's Facebook login page.
• Step 5: Log in to your Facebook account that has admin access to your Facebook Business Manager. If you are already logged in, the popup skips this step automatically.
• Step 6: Grant the requested permissions. LenoChat requires two permissions: whatsapp_business_messaging (to send and receive messages on your behalf) and business_management (to access your WhatsApp Business Account details). Click Continue to approve.
• Step 7: Select your WhatsApp Business Account. If you already have one, choose it from the list. If not, Meta will guide you through creating a new WhatsApp Business Account during this flow.
• Step 8: Choose the phone number you want to connect. You can select an existing verified number from your WhatsApp Business Account or register a new number. If registering a new number, Meta will send a verification code via SMS or voice call — enter the code to verify.
• Step 9: Complete the guided setup by entering your business details (business name, category, description) as prompted by Meta. These details appear on your WhatsApp Business profile that customers see.
• Step 10: Once the setup completes, the popup window closes automatically and your LenoChat dashboard refreshes to show the connected WhatsApp number. You will see a confirmation showing your verified business name and phone number in the WhatsApp section of the Integrations page.

Managing Connected WhatsApp Numbers

Once connected, your WhatsApp Business numbers are displayed in a table on the Integrations page under the WhatsApp section. Each row shows the verified business name and the phone number. You can manage your connected numbers from this panel at any time.

• Viewing connected numbers — the WhatsApp section displays a grid with two columns: Name (your verified WhatsApp Business name) and Number (the display phone number, for example +1 234 567 8900). Each row represents one connected phone number.
• Disconnecting a number — each row has a Disconnect button. Click it and confirm the action in the dialog that appears. Disconnecting removes the number from LenoChat but does not affect your WhatsApp Business Account on Meta's side. You can reconnect the same number at any time by repeating the setup steps.
• Reconnecting or adding numbers — to add a new number or reconnect a previously disconnected number, click Connect WhatsApp again and follow the same setup flow. LenoChat removes all previously stored connections for your workspace and replaces them with the numbers selected during the new connection flow.
• Multiple numbers — if your business uses more than one WhatsApp Business number (for example, separate numbers for sales and support), you can connect all of them during a single OAuth flow. All numbers selected during the setup will appear in the table and receive messages independently.

How WhatsApp Messages Appear in Your Inbox

When a customer sends a WhatsApp message to your connected number, it arrives in your LenoChat inbox within seconds. The inbox experience for WhatsApp conversations is nearly identical to live chat conversations, with a few WhatsApp-specific details.

• Channel badge — every WhatsApp conversation displays a green WhatsApp badge (colour code #25D366) next to the visitor name so agents can instantly identify the channel without opening the conversation.
• Visitor identity — the customer's WhatsApp display name and phone number are shown as the visitor name. If the customer's WhatsApp profile includes a name, that name is displayed; otherwise, the phone number is used.
• Message types — text messages appear as standard chat bubbles. Images sent by the customer are displayed inline as thumbnails that agents can click to view full-size. Document attachments (PDFs, spreadsheets, etc.) appear as downloadable file links.
• Replying — agents type their reply in the same message input field used for all channels and press Send. The reply is delivered to the customer's WhatsApp app via the WhatsApp Business API. There is no difference in the reply workflow compared to live chat.
• Leno AI handling — if Leno AI is enabled for your workspace, incoming WhatsApp messages are handled by the AI first, just like live chat messages. The AI responds using your trained knowledge base. If the customer requests a human agent or the AI cannot resolve the query, the conversation is escalated to the agent queue following your configured handoff rules.

WhatsApp Business API Conversation Windows

The WhatsApp Business API enforces a 24-hour customer service window. Understanding how this window works is essential for managing WhatsApp conversations effectively in LenoChat.

• The 24-hour window — when a customer sends you a message, a 24-hour service window opens. During this window, your business can send unlimited replies to that customer at no additional per-message cost (within your monthly free tier or paid plan allocation).
• Window expiration — if 24 hours pass since the customer's last message without your business replying, the service window closes. After that, you cannot send further messages to the customer unless you use a pre-approved message template (template messages incur separate costs on Meta's side).
• Customer re-engagement — the window resets every time the customer sends a new message. So if a customer messages you again after the window has expired, a new 24-hour window opens and you can reply freely again.
• Impact on LenoChat — LenoChat sends replies through the WhatsApp API, so the same 24-hour window rules apply. If an agent tries to reply to a WhatsApp conversation after the window has expired, the message may fail to deliver. Ensure agents respond to WhatsApp conversations promptly to stay within the window.

Supported Message Types

Webhook Configuration and Technical Details

LenoChat's WhatsApp integration uses Meta's webhook infrastructure to receive messages in real time. The webhook is configured automatically when you complete the OAuth connection flow — no manual webhook setup is required on your end. Here is what happens behind the scenes for technical reference.

• Webhook verification — when the webhook is registered, Meta sends a verification request to LenoChat's server. LenoChat responds with the correct challenge token to confirm the endpoint is active and owned by LenoChat.
• Message delivery — every time a customer sends a message to your connected WhatsApp number, Meta delivers a webhook payload to LenoChat's server. The payload includes the message content, sender information (phone number and display name), the receiving phone number ID, and a unique message identifier.
• Message routing — LenoChat matches the receiving phone number ID to your workspace's connected number, creates or continues a conversation in your inbox, and publishes the message to the conversation thread. If Leno AI is enabled, the AI processes the message first.
• Outgoing messages — when an agent or Leno AI sends a reply, LenoChat calls the WhatsApp Business API (Graph API v22.0) to deliver the message to the customer's WhatsApp app. The API call uses the long-lived access token obtained during the OAuth connection.
• Token management — during the OAuth flow, LenoChat exchanges the authorisation code for a short-lived token, then upgrades it to a long-lived token (valid for approximately 60 days). LenoChat stores this token securely and uses it for all API calls on your behalf.

Disconnecting WhatsApp from LenoChat

If you need to disconnect your WhatsApp number from LenoChat — for example, to connect it to a different platform or to remove the integration entirely — follow these steps.

• Step 1: Go to Settings → Integrations in your LenoChat dashboard.
• Step 2: In the WhatsApp section, find the phone number you want to disconnect.
• Step 3: Click the Disconnect button next to that number.
• Step 4: A confirmation dialog appears. Click Confirm to proceed with the disconnection.
• Step 5: The number is removed from LenoChat. New incoming messages to that number will no longer be delivered to your LenoChat inbox. Existing conversation history for that number remains in your inbox for reference but no new messages will be added.

WhatsApp Integration Best Practices

To get the most out of your WhatsApp integration with LenoChat, follow these recommended practices that help maintain message deliverability, customer satisfaction, and compliance with Meta's policies.

• Respond within the 24-hour window — always reply to WhatsApp messages within 24 hours of the customer's last message. If you miss this window, you cannot send further messages unless you use a template message. Leno AI can help by responding instantly to common queries.
• Train Leno AI with your knowledge base — if Leno AI is handling WhatsApp conversations, make sure your knowledge base is comprehensive and up to date. WhatsApp customers often expect quick, accurate answers, and a well-trained AI significantly reduces response time.
• Use a dedicated business number — avoid using a personal phone number for the integration. A company-registered number builds trust with customers and ensures the number remains available even if individual team members change.
• Monitor your WhatsApp Business quality rating — Meta assigns a quality rating (High, Medium, or Low) to your phone number based on customer feedback. A low quality rating can result in messaging limits or account restrictions. Check your quality rating regularly in Meta Business Manager.
• Set up business hours — configure your LenoChat operating hours to send automatic away messages when your team is offline. This manages customer expectations and prevents them from waiting indefinitely for a reply.
• Complete your WhatsApp Business profile — fill in your business name, description, address, email, and website in Meta Business Manager. A complete profile appears more professional and trustworthy to customers who view your business details in WhatsApp.

Security and Data Handling

LenoChat handles WhatsApp data with the same security standards applied to all other channels. Understanding how your data flows between Meta, LenoChat, and your agents is important for compliance and peace of mind.

• OAuth tokens — LenoChat stores the long-lived access token obtained during the Meta OAuth flow. This token grants LenoChat permission to send and receive messages on your behalf. The token is stored securely on LenoChat's servers and is never exposed to client-side code or browser storage.
• Message content — messages are transmitted between Meta and LenoChat over encrypted HTTPS connections. Message content is stored in LenoChat's database as part of the conversation thread, subject to the same data retention policies as all other channels.
• Phone number privacy — customer phone numbers are visible to agents in the inbox so they can identify the conversation. Phone numbers are not shared with third parties or used for any purpose other than message delivery and conversation tracking.
• Revoking access — if you disconnect WhatsApp or delete your LenoChat workspace, the stored token is invalidated. You can also revoke LenoChat's access directly from Meta Business Manager under Business Settings → Integrations.

WhatsApp vs Other Channels in LenoChat