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This option connects the number you already use in the WhatsApp Business app to Eva. The number stays on the phone, and your individual chats also appear in Eva. Still deciding? See the four answers in Connect WhatsApp.

What you will get

The individual chats of that number reach the Eva Inbox, and your team sees them there. You keep answering from the app whenever you want. Eva does not answer on its own until you turn that on later, number by number. When you reply in the Inbox, the sender menu beside the message box shows the exact number Eva will use and that number’s reply status with the customer. A different number is always confirmed first because it reaches the customer as a separate chat. If its 24-hour reply period has ended, keep typing normally: Eva handles Meta’s reopen approval without asking you to choose a template.

Requirements

  • A number that already uses the WhatsApp Business app, not the regular WhatsApp app, with the app up to date.
  • A number that was not registered before on the WhatsApp Business API with another provider. In the app, Settings → Account → Business Platform must say “Scan the QR code”.
  • A computer already signed in to facebook.com in the browser you will use. If Facebook asks you to approve the sign-in on another device, do it there before opening Eva: if you do it inside Meta’s window, Eva does not receive the result.
  • The phone at hand, with the app open and with internet.
  • Your Facebook must be an admin of your business’s Meta portfolio. Check it at business.facebook.com → Settings → People: your name must appear with full control. If you are not there, the business admin adds you there. If your business has no portfolio yet, you don’t need to create one first: you create it inside Meta’s window and become its admin.

1. Fill in the Connect your WhatsApp Business screen

In Settings → Integrations → WhatsApp, choose the agent that answers the number and answer It is in the WhatsApp Business app on my phone and select Connect WhatsApp Business. Connect your WhatsApp Business opens, the first of two screens. Everything is on one screen, in this order from top to bottom.
1

Enter the number

When you leave the field, Eva checks the number and answers right there. If it cannot be connected, This number cannot be connected right now appears with the reason.
2

Review what Eva already knows

Since you already said the number is in the app, Eva shows it as a confirmed fact: This number uses the WhatsApp Business app. If Eva does not know it yet, it appears as a checkbox and you check it.
3

Confirm you are ready for Meta

Check I’m on a computer and already signed in to facebook.com in this browser. and My Facebook is an admin of this business’s Meta portfolio. Continue with Meta stays off without both. If your business has no portfolio yet, check the second one anyway: you create it in Meta’s window and become its admin.
4

Read the nine points

They are grouped under What changes, What you need to do and What can happen, one line each. You accept them at the end, with a single box.
5

Confirm the name your customers will see

In Name your customers will see on WhatsApp, Eva fills in the name that number already shows; if it does not know it, it uses your workspace name. You can change it or keep it. After connecting, the summary shows whether Meta is reviewing, accepted, or rejected the name. A rejected name never affects the number’s connection.
6

Choose whether Eva answers new chats

In Do you want Eva to answer new chats on this number?, Yes comes selected; you can choose No. The chats you already had stay with you, and you change it later with Eva answers for me. If the number was connected before, Eva does not ask and it keeps what it had.
7

Accept with the single box

Check I have read and accept these points. This number has not been on the WhatsApp API with another provider before. That same box confirms the number was never on the API with another provider. If it was, do not check it: use the link below it, My number was on the API with another provider. Answer carefully: if the number was on the API, Meta blocks it for 1 to 2 months and the connection fails.
The nine points, in short: What changes
  • This is a work number: who can read its conversations depends on your workspace visibility, and Eva says so on screen.
  • Groups stay on the phone only, and Eva cannot read them.
  • Your linked devices are signed out. Most can be linked again, except WhatsApp for Windows and WearOS.
  • Broadcast lists, disappearing messages, view once and live location turn off in individual chats. The broadcast lists you already have become read-only.
What you need to do
  • Open the WhatsApp Business app on the phone at least every 13 days.
  • During the import: keep the app open, choose “Share chats” on the phone and stay online.
What can happen
  • Meta may apply temporary limits or blocks to the number.
  • The number’s quality can drop and, in extreme cases, Meta may disconnect or suspend it.
  • Those decisions are Meta’s. Eva does not control them and cannot reverse them.
This check is resolved with your answers and with what Eva already knows from the flow: at this step Eva does not ask Meta anything. Real eligibility is decided by Meta, at the moment you connect.
To send promotions from that number, the replacement for broadcast lists is a send to a list from Eva. See Broadcast lists and campaigns.

2. Connect with Meta and with your phone

Continue with Meta turns on as soon as Eva saves your acceptance. Below the box, What you’ll see in Meta’s window sums up the same steps that follow. If Eva answers for you, turn off Greeting message and Away message under Business tools in the WhatsApp Business app; quick replies can stay on because a person sends them.
1

Select Continue with Meta

A Meta window opens, not an Eva one. If it asks you to sign in, use the Facebook that manages your business.
2

Type your number on the first screen

Meta asks for the number first: “Add your WhatsApp phone number”. It is normal for the list to say “You don’t have any phone numbers. Create one.” and to see the “Text message” and “Phone call” options. Choose the country, type your WhatsApp Business app number, leave the verification option as it is and tap “Next”. If you see “Connect your existing WhatsApp Business app” instead, choose it and type the number.
3

Choose your business

Choose your business’s portfolio. If your business has no portfolio yet, create it right there with Meta’s option to create a new one; you become its admin. If your business has a portfolio but it is not listed, your Facebook does not manage it: ask to be added at business.facebook.com → Settings → People.
4

Scan the QR code with the phone

On the phone, open WhatsApp Business → Settings → Account → Business Platform, tap “Connect to the Business Platform” and scan the QR code Meta shows. When the phone asks about your chats, choose “Share chats” to import your history.
5

Finish in Meta

Continue to Meta’s last screen and tap its button to finish. When you finish, the window closes and Eva moves to the second screen.
If Meta asks you to type a 6-digit code that arrived by text message or phone call, close the window: Meta is registering a new number, not your app. Never delete your WhatsApp Business account to connect it.
If Meta shows an error, use its option to report the error in that window. That way Eva receives the code and tells you what to do.
Secure Meta window to authorize the connection

What the step looks like: a Meta window, not an Eva one. It is a drawing, not a capture — the real screens belong to Meta and change without notice.

The screens in that window belong to Meta and can change without notice. They are described here as they look in October 2026.

3. Review the Connected screen

The second screen is called Connected and carries two things.
  • Your history. On the phone, choose “Share chats” to import your history; the History row shows the progress. The import brings up to 6 months of individual chats, no groups, and happens once during the connection. Full detail in How to import your contacts and history.
  • Where the leads land. Eva shows that agent’s default pipeline, already saved. If you administer the account, Change takes you to Routing to pick another one; if not, you pick it right there before closing.
When you finish, select Done.
Eva answers only new chats, and only if you chose Yes when connecting. The chats you already had stay with you. See After connecting WhatsApp.

If an administrator connects it from Members

In Settings → Members, an administrator connects someone else’s number; each person can also connect their own from Settings → My profile → Connect WhatsApp. That wizard has six steps and saves exactly the same confirmation. Whoever opens Meta’s window is the one who needs the computer and the Facebook that administers the portfolio.
1

Open the wizard

Select that person’s number in the WhatsApp column and then Connect WhatsApp. The first step is called Before you connect.
2

Answer the preflight

Enter the number and check the boxes: the WhatsApp Business app up to date, the computer signed in to facebook.com, and your Facebook as admin of the portfolio. Next turns on with the number entered and those last two boxes checked.
First wizard screen with the number entered, the WhatsApp Business app confirmed, and the computer-signed-in and portfolio-admin boxes checked.

Step 1 of 6: the number entered and the three boxes checked.

Three reading screens follow, one per group: What changes, What you need to do and What can happen. Each says “Read these points. You accept all of them at the end, with a single checkbox.” The first two have no boxes: read the points and select Next. On the third, check the single box, I have read and accept these points. This number has not been on the WhatsApp API with another provider before., and select Next.
What changes screen with four points to read: visibility, groups, linked devices and the features that turn off.

Step 2 of 6: the four What changes points, to read.

What you need to do screen with two points to read: open the app every 13 days and stay with the import.

Step 3 of 6: the two What you need to do points, to read.

What can happen screen with three risks to read and the I have read and accept these points box checked.

Step 4 of 6: the three risks Meta decides and the single acceptance box, checked.

How the Members wizard ends

Step 5 is called Ready to connect. It sums up the nine accepted points and carries the same things as the step 2 screen above: what you will see in Meta’s window, the name your customers will see, and whether Eva answers new chats. The same Meta window opens from there.
Wizard summary with the Meta window guidance, the name, the Eva question and Continue with Meta available.

Step 5 of 6: the summary, with Continue with Meta enabled.

Then Import your history appears, with the phone instructions and the import progress. When it finishes, select Continue.
Import your history screen with the three phone steps and the import progress line.

Step 6 of 6: the phone instructions and the import progress.

At the end, Number connected appears. Select Finish to close the wizard.
Number connected screen with the green check and the Finish button.

The final screen of the Members wizard.

How to know it worked

In Settings → Members, the Team numbers panel lists the number. It reads Connected once the connection exists, and Active as soon as Eva sees activity from that number. Ask somebody to write to you from another phone and confirm the conversation appears in the Inbox.

If something goes wrong

  • Eva says The Meta window closed without finishing: it almost always happens when Facebook asks you to sign in or approve on another device inside Meta’s window. Sign in to facebook.com in that browser, approve there, close Meta’s windows and select Retry.
  • Facebook says “An error occurred. Close and reopen your browser”: close every browser window, open it again, sign in to facebook.com and start again from Eva.
  • Meta says the number is already registered (#2494064) or asks for a text message code: do not delete your app account. Follow Meta won’t connect my WhatsApp Business app.
  • The Meta window can stay open for up to 30 minutes. If it does not appear, use Can’t see Meta’s window?: allow pop-ups, close earlier Meta windows, and select Open Meta’s window again to retry deliberately. Read every point and check the single checkbox, I have read and accept these points. This number has not been on the WhatsApp API with another provider before. If it was on the API, use My number was on the API with another provider before continuing.
  • Before Done, start a clean retry, close every earlier Meta window yourself. Then update WhatsApp Business, open the app and approve Meta’s notification, and confirm the number is not active with another WhatsApp API provider.
  • If two guided retries fail, choose Ask for help. Eva sends the attempt history and the Meta session data it already captured; our team contacts you today.
  • This number cannot be connected right now appears: review your answers. A number already registered in another API account is blocked by Meta for 1 to 2 months. For that case the route is Connect a number already on the API.
  • Meta rejects the connection at the end: eligibility is decided by Meta when you connect. Keep using the app and try later, or connect another number.
  • For any other Meta message, Eva shows what to do on the error card. The full list of Meta messages is in what to do when Meta will not connect your WhatsApp Business app.

Next steps