Connecting WhatsApp Business to Inquiru

Overview

Connect your WhatsApp Business API number so your AI agent can reply to incoming WhatsApp messages. You can optionally configure a team phone number to enable human escalation directly through WhatsApp.

Step 1 — Set up a Meta App with WhatsApp

Prerequisites

You need a Meta Business account and a WhatsApp Business API phone number. In the Meta Developer Console, create or open a Business app, add the WhatsApp product, and obtain the following:

• Phone Number ID — found in WhatsApp → API Setup in your Meta App.
• Permanent Access Token — generate a System User token with the whatsapp_business_messaging permission in Business Settings → System Users.
• App Secret — found in App Settings → Basic.

Step 2 — Connect in Inquiru

Enter your credentials

Go to Integrations → Messaging → WhatsApp Business and enter your Phone Number ID, Permanent Access Token, and App Secret.

Optionally enter a Team Phone Number in E.164 format (for example +27821234567). Messages from this number are treated as team replies to forward to the customer, enabling human escalation via WhatsApp.

Click Connect WhatsApp.

Copy the webhook details

After saving, Inquiru displays a Callback URL and a Verify Token. Copy both — you need them in the next step.

Step 3 — Register the webhook in Meta

Configure the webhook

In your Meta App, go to WhatsApp → Configuration → Webhook. Click Edit and paste the Callback URL and Verify Token from Inquiru. Save, then subscribe to the messages webhook field. Meta verifies the endpoint immediately using the token.

Step 4 — Create the WhatsApp integration

Assign an agent

Go to Integrations → Connect → WhatsApp and create an integration, assigning your AI agent to it. All incoming messages to your WhatsApp number are now routed to that agent.

Escalation via WhatsApp

If a Team Phone Number was configured, when the AI escalates a conversation it sends the full conversation thread to that number. A team member can reply from WhatsApp and click Forward Reply to send their message to the customer.