Connect a Scoreapps chatbot to WhatsApp from the Channel step. You can use a new number, keep a number already used in the WhatsApp Business mobile app, or maintain an advanced Twilio integration.

Before you start

• Create the chatbot and make sure it is active.
• Sign in to Facebook/Meta with an administrator of the business portfolio and WhatsApp Business Account.
• Allow pop-ups for ai.scoreapps.com.
• For a new number, make sure you can receive the verification SMS or phone call.
• For Coexistence, update WhatsApp Business and do not delete the account or uninstall the app.

1. Open the chatbot

1. In Scoreapps, go to Chatbots (Text+Voice) → AI Bots.
2. Select Add new chatbot, or open Chatbot options for an existing bot.

2. Open the Channel step

1. Open Step 5 · Channel.
2. Select the WhatsApp card.

3. Choose which type of number to connect

Open Which number do you want to connect?. Your choice determines the flow displayed by Meta.

Option A: connect a new number

1. Select New number, without active WhatsApp and click Connect WhatsApp.
2. In Meta's official window, continue with the account that manages the business.
3. Select the correct business portfolio and WhatsApp Business Account (WABA).
4. Add the number and complete SMS or voice-call verification.
5. Review permissions, finish the wizard, return to Scoreapps, and wait for WhatsApp connected.

Option B: keep WhatsApp Business on mobile (Coexistence)

1. Select I already use WhatsApp Business on mobile.
2. Read the notice and click Connect WhatsApp. Do not delete the mobile account.

3. In Meta, select the business, WABA, and profile associated with the number. Meta will display an official QR code.
4. On the phone, open WhatsApp Business → Settings → Account → Business platform.
5. Select Connect to the business platform, scan the QR code, and confirm the connection to Scoreapps.

6. If Meta asks about history, import up to six months or skip it. Groups are not imported, and historic attachments may appear only as references.
7. Keep WhatsApp Business open while synchronization finishes.
8. When Scoreapps appears on the phone, return to the browser and finish the wizard until WhatsApp connected appears. Select All set.

4. Test the connection

1. Send a message to the connected number from another phone.
2. Confirm that the message arrives in WhatsApp Business and the chatbot replies.
3. Reply manually from WhatsApp Business and confirm delivery to the other phone.
4. Verify that the manual reply appears in the same Scoreapps conversation.

Advanced option: Twilio

Open Advanced: connect with Twilio manually only if you already use Twilio or must preserve that architecture.

1. Enter the WhatsApp SID, token, and Twilio sender number.
2. Select the correct environment and add the channel.
3. Copy the Scoreapps webhook and configure it on the Twilio sender with HTTP POST.

For new connections, we recommend connecting directly through Meta.

Troubleshooting

• Meta does not open: allow pop-ups for ai.scoreapps.com, reload, and select Connect WhatsApp again.
• The business, WABA, or number is missing: check administrator permissions and confirm you are using the correct Meta account.
• The QR code fails: update WhatsApp Business, generate a new QR code, and scan it from Business platform—not Linked devices.
• Synchronization remains pending: keep the app open, wait a few minutes, and use Check/retry synchronization only when Scoreapps reports a recoverable error.
• The WhatsApp account is blocked: do not delete the account or uninstall the app. Select Request a review on the phone and wait for the result before trying again.
• The chatbot does not reply: confirm that it is active and trained, then test from a different number.

Expected result

The number appears as WhatsApp connected in Scoreapps. Incoming messages reach the chatbot and, with Coexistence, the WhatsApp Business mobile app remains available for manual support.