WhatsApp

Connects an agent to a WhatsApp Business phone number via the Meta WhatsApp Business API. Users message the number on WhatsApp; the agent receives and replies through the same thread.

  • Supported agents: Chatbot

  • Route type: Conversation

Before You Start

Complete the following outside OneByZero Neo before configuring this channel:

  • A Meta Business Account with access to the WhatsApp Business Platform.

  • A WhatsApp Business Phone Number registered and approved in Meta Business Manager.

  • A System User created in Meta Business Manager with the phone number assigned.

  • A permanent System User Access Token generated for that System User.

  • The Phone Number ID for the registered WhatsApp number (found in WhatsApp Manager → Phone Numbers).

No webhook verification step is required — the channel uses token-based authentication only.

Your agent must be published with an active version. The Channel Gateway MCP must also be enabled:

  • Global: Admin Panel → MCP Servers → Channel Gateway → Enable and Deploy

  • Workspace: Workspace Settings → MCP → Channel Gateway → toggle ON

Configuration

Credentials

  • System User Access Token — Permanent access token from Meta Business Manager. Required.

  • Phone Number ID — The Phone Number ID from your WhatsApp Business account. Required.

Route Settings

  • Description — Optional label for this channel instance.

  • Purpose — Optional note on when the agent should use this channel.

  • Session Expiry (hours) — Idle timeout before a conversation session resets. Default: 4. Range: 0.01–48.