Connect WhatsApp Business to NexaDesk for AI-powered messaging
Connect your WhatsApp Business account to NexaDesk and manage WhatsApp conversations alongside your web chat, Messenger, and Telegram messages in one inbox.
Prerequisites
- A Meta Business account
- A WhatsApp Business API account (via Meta Business Suite or a BSP)
- A verified phone number dedicated to WhatsApp Business
- A NexaDesk account on a paid plan
Setup
- In NexaDesk, go to Settings > Integrations > WhatsApp
- Click Connect WhatsApp
- You will be redirected to Meta to authorize the connection
- Select your Meta Business account and WhatsApp Business phone number
- Confirm the permissions
After authorization, configure:
- Default chatbot — Which chatbot handles incoming WhatsApp messages
- Welcome message — Greeting sent to new conversations
- Away message — Auto-reply when outside working hours
- Template messages — Pre-approved message templates for outbound messaging
Send a WhatsApp message to your connected number. It should appear in your NexaDesk inbox within seconds, and the AI chatbot should respond automatically.
Message Types
NexaDesk supports:
- Text messages — Full bidirectional text
- Images — Send and receive photos
- Documents — PDF, DOCX, and other file attachments
- Audio — Voice messages (receive only)
- Location — Receive location pins
24-Hour Messaging Window
WhatsApp enforces a 24-hour messaging window. You can reply freely to a customer within 24 hours of their last message. After that, you must use an approved template message to re-initiate the conversation.
NexaDesk shows a visual indicator when the 24-hour window is about to expire.
Template Messages
Template messages are pre-approved message formats required for outbound messaging outside the 24-hour window. Create and submit templates through Meta Business Suite, then use them in NexaDesk.
Common template types:
- Order confirmations
- Appointment reminders
- Follow-up messages
- Shipping notifications
Pricing
WhatsApp Business API charges per conversation (not per message). Pricing varies by country and conversation type (user-initiated vs. business-initiated). Check Meta's pricing page for current rates. NexaDesk does not add additional charges for WhatsApp messages.