Connect your WhatsApp line

This guide is for business users. You do not need a new number — connect the WhatsApp Business line you already use with customers.

Where to start Dashboard → Connect WhatsApp line (connect page). The same screen appears in onboarding.

Three connection options

The page has three tabs; most companies only need the first.

I have an existing number (recommended)

Your WhatsApp Business app line is linked to Cloud API through Meta’s official window. Do not add a new number.

Click Connect my existing WhatsApp number (or the blue Meta button in onboarding) and sign in with Facebook.
Select the business number you already use from the list.
Confirm; Convord saves the token and Phone Number ID. Verify with Test connection.

If the blue button is missing, use the We set it up for you tab or contact Convord support.

We set it up for you (concierge)

Leave your phone and preferred time. Convord guides you through Meta; you only approve in Meta’s UI.

Advanced / manual

Paste IDs from Meta Developers or your agency. For technical staff or experienced users.

Fill Phone Number ID and Access token.
Optional WABA ID can help complete the connection. IDs from Meta are shown on the form.

After connecting

You should see Your line is connected in the dashboard.
Use Test connection to confirm Meta returns your number.
Send a test WhatsApp message; it should appear under Messages and order flow.

Token renewal

Meta access tokens can expire. If you see Token expired:

Reconnect via I have an existing number (pick the same number), or
Paste a new access token on the manual tab. Prefer a System User (long-lived) token when possible.

Meta Business Portfolio

Your WhatsApp line should live in your Meta Business Portfolio. Not every employee needs to be added.

Convord dashboard users and customers messaging on WhatsApp do not need portfolio access.
Only one or a few people who manage WABA and numbers in Meta are enough.

Meta security notices

business.facebook.com → Security Center may show passkey or corporate email suggestions. They do not block WhatsApp connection by themselves.

Passkey

accountscenter.facebook.com → Password and security → Add passkey.
Every portfolio user listed in the security report should add a passkey on their account.
The notice may take 24–72 hours to clear.

Gmail / iCloud email notice

Meta recommends corporate email for portfolio admins. It is not mandatory; staff using Gmail does not trigger this if they are not in the portfolio.

“Already in Business Portfolio” error

When accepting an invite link:

Sign in with the correct Facebook account in a private window.
If already a member, the invite is unnecessary — check the users list.
Customer companies should use their own portfolio; joining Convord’s portfolio is not required.

If you truly need a new number

Most setups do not. Only when opening a brand-new line:

business.facebook.com → WhatsApp Manager → new WhatsApp Business account.
Phone numbers → add and verify by SMS/call.
Then connect from Convord via I have an existing number.

Common issues

Symptom	What to do
No blue “connect my number” button	Use the We set it up for you tab or paste a manual token; contact Convord support if needed.
Connected but no messages	Test connection; renew token; confirm messages go to the right number.
Token expired	Use Renew token → reconnect with Meta.
Passkey / Gmail notice	See security section above; does not stop daily work.
Cannot accept invite	Wrong FB account, private window, or already a member.