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Connect your WhatsApp Business Account to Kero to manage customer conversations, send notifications and run WhatsApp messaging campaigns from one platform. Kero uses Meta’s embedded onboarding process to securely connect your WhatsApp Business Account (WABA). This guide explains how to prepare your account, connect through Meta, configure payment arrangements and confirm that your WhatsApp Agent has been created successfully in Kero.

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Before you begin

Make sure you have the following ready before starting WhatsApp onboarding.
Register your Kero billing account first.You must register a Kero billing account before creating an SMS, RCS or WhatsApp Agent.Kero uses Stripe for billing account registration, but you don’t need to provide payment card details to complete this step. Kero can also invoice customers directly.

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1. Prepare your Meta business portfolio

We recommend signing in to Meta Business Suite before starting WhatsApp onboarding in Kero. This helps you confirm that you’re using the correct Facebook account and business portfolio.
1

Sign in to Meta Business Suite

Sign in with the Facebook account that manages your business.
2

Check your business portfolio

Confirm that you’re using the correct business portfolio.If your business already has a portfolio, we recommend using it rather than creating another one.
3

Confirm your permissions

Make sure you have the permissions required to manage your business’s WhatsApp accounts and complete onboarding.
Make sure you select the correct business portfolio.Selecting the wrong Facebook account or business portfolio can result in your WhatsApp Business Account being associated with the wrong business.If you’re unsure which portfolio to use, check with your business administrator before continuing.

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2. Choose your WhatsApp connection method

Kero supports two ways of connecting WhatsApp Business messaging. The right option depends on whether you want to manage messaging primarily through Kero or continue using the WhatsApp Business app. A dedicated WhatsApp Business Platform (Cloud API) connection is recommended for businesses that want to manage WhatsApp messaging primarily through Kero. With a dedicated API connection, you can:
  • Send WhatsApp notifications and campaigns.
  • Manage supported WhatsApp conversations through Kero.
  • Use approved WhatsApp message templates.
  • Configure messaging workflows and fallback options.
  • Operate without keeping the WhatsApp Business app or a mobile device active.
We recommend a dedicated API connection for businesses that primarily use WhatsApp for campaigns, notifications or automated messaging.

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WhatsApp Coexistence

WhatsApp Coexistence allows eligible businesses to continue using the WhatsApp Business app alongside Kero. This can be useful if you want to keep using the Business app or synchronise supported contacts and conversation history into Kero. Coexistence may require you to:
  • Keep the WhatsApp Business app installed and accessible.
  • Use your mobile device during onboarding.
  • Scan a QR code to connect your account.
  • Authorise synchronisation of supported contacts and chat history.
  • Maintain the Business app connection through continued use.
WhatsApp Coexistence requires ongoing attention to the Business app connection.Extended inactivity in the WhatsApp Business app may interrupt a Coexistence connection and affect messaging through Kero.If you’re planning ongoing campaigns or automated messaging, we recommend considering a dedicated API connection.

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Bringing existing contacts and conversations into Kero

If you’re already using the WhatsApp Business app, you may want to bring existing contacts and conversations into Kero. Where supported, you can connect using Coexistence first, synchronise eligible information into Kero and then transition to a dedicated API connection. Contacts and conversation history successfully imported into Kero remain available after transitioning to a dedicated API connection.
Synchronisation depends on Meta’s eligibility requirements. Not all historical contacts or conversations may be available for import.Contact Kero Support before changing connection methods so we can help you preserve the information already synchronised.

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3. Prepare your WhatsApp phone number

Your phone number must be eligible for WhatsApp Business Platform registration. Owning a phone number doesn’t necessarily mean it can immediately be connected to Kero. The registration process depends on whether the number is currently associated with another WhatsApp account.

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Using a number not currently registered with WhatsApp

You can register an eligible mobile or landline number that isn’t currently associated with another WhatsApp account. The number doesn’t need to be newly purchased. You can use an existing number you’ve owned or used previously, provided it’s eligible for registration. Before continuing, confirm that:
  • You control the number.
  • The mobile or landline service is active.
  • You can receive SMS or voice verification codes, where required.
  • The number is eligible for registration with the WhatsApp Business Platform.

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Using an existing WhatsApp number

If your number is already associated with WhatsApp, additional steps may be required.
Uninstalling WhatsApp does not deregister your phone number.Uninstalling the app and deleting a WhatsApp account are different actions. Deleting an account may result in the loss of conversations or other information.Confirm the correct migration process before making changes to an existing WhatsApp number.

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Tip for South African businesses: Consider an eSIM

If you don’t want to migrate an existing WhatsApp number, an eSIM with a dedicated mobile number can simplify onboarding. We’ve found eSIMs particularly useful for South African businesses setting up WhatsApp through Kero. Before purchasing an eSIM, confirm that:
  • It includes a mobile phone number, not just mobile data.
  • The number can receive SMS or voice verification codes.
  • The number is eligible for WhatsApp Business Platform registration.
  • You’ll retain access to the number for future verification or account recovery.
An eSIM isn’t required to use Kero, but it can be a convenient alternative to purchasing another physical SIM card.

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4. Start WhatsApp onboarding in Kero

There are two ways to start WhatsApp onboarding in Kero. Both take you to the New WhatsApp Agent page.

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Option 1: From your Dashboard

1

Open your Dashboard

Sign in to Kero and open your Dashboard.
2

Find WhatsApp Signup

Locate WhatsApp Signup in the Get Started checklist.
3

Select Connect WhatsApp

Click Connect WhatsApp to open the New WhatsApp Agent page.

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Option 2: From the Channels menu

1

Open WhatsApp

In Kero’s left navigation menu, select Channels, then WhatsApp.
2

Create an Agent

Click + Create Agent in the top-right corner to open the New WhatsApp Agent page.

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5. Connect through Meta

On the New WhatsApp Agent page, Kero displays the requirements for registering a WhatsApp phone number. Click Create via Facebook to begin Meta’s embedded onboarding process. The Meta registration form opens in a separate browser window or tab.
Meta’s onboarding screens may vary depending on your existing business portfolio, WhatsApp accounts, phone number and selected connection method.The following steps describe a typical dedicated API connection. Follow the instructions displayed by Meta if your screens differ.
1

Confirm your Facebook account

Meta displays Seamlessly connect your account to Kero.Check that you’re signed in with the correct Facebook account.Review the information about connecting to the WhatsApp Business Platform, including the applicable terms and Kero’s Privacy Policy.Click Continue.
2

Choose your WhatsApp phone number

On the Add your WhatsApp phone number screen, Meta asks how you want to be identified when sending messages.You may see three options:
What does “Enter a new phone number” mean?You don’t necessarily need to purchase a new number.You may use a number you’ve owned or used previously, provided it’s eligible for registration and is no longer associated with an incompatible WhatsApp registration.
About Meta-provided virtual numbersMeta may offer a virtual number during onboarding. Availability and number allocation can vary.We’ve observed that this option can result in a US (+1) number, even for businesses operating outside the United States.If you want customers to recognise a local number, we recommend using an eligible business-owned mobile or landline number instead.
Select your preferred option and continue.
3

Enter your phone number and choose a verification method

If you’ve selected Enter a new phone number, Meta will ask you to enter your number.
  1. Confirm the business display name shown.
  2. Select the correct country code, such as South Africa +27.
  3. Enter your mobile or eligible landline number.
  4. Choose Text message or Phone call as your preferred verification method.
  5. Click Next.
If you’re registering a landline, select Phone call where available.Make sure you can answer the call and retrieve the verification code.
Meta may request phone number verification during onboarding. Follow the prompts displayed.
4

Select your Meta business portfolio

Meta displays Select the business assets to share with Kero Chat.Under Business portfolio, select the portfolio associated with your business.If you don’t have a portfolio, you can select Create a business portfolio and follow Meta’s instructions.
Use your existing business portfolio whenever possible.Creating unnecessary duplicate portfolios can complicate account ownership, business verification and future WhatsApp account management.If you don’t recognise the available portfolios, check that you’re signed in with the correct Facebook account.
Click Next to continue.
5

Select or create your WhatsApp Business Account

Under WhatsApp Business account, Meta asks you to choose which account you want to connect.Depending on your existing setup, you may be able to:
  • Create a WhatsApp Business account for a new setup.
  • Select an existing WhatsApp Business account that’s eligible for connection.
If your business already has a WhatsApp Business Account, check whether it can be reused before creating another.
Business portfolio vs WhatsApp Business AccountYour Meta business portfolio is where your business assets are managed.A WhatsApp Business Account (WABA) is a separate asset used to manage WhatsApp Business messaging and associated phone numbers.One business portfolio can contain multiple WhatsApp Business Accounts.
Click Next to continue.
6

Confirm your business information

If you’re creating a new WhatsApp Business Account, Meta may display Enter business information for new assets.Some information may already be populated from your business portfolio.Review or complete the following:Complete any required fields and click Next.
This step applies to the creation of new business assets. Meta may skip it if you’re connecting an existing WhatsApp Business Account.
7

Review and authorise Kero's access

Meta displays Review what you’ll share with Kero Chat.Carefully check the business portfolio and WhatsApp Business Account listed.Meta explains the permissions Kero needs to provide WhatsApp Business messaging services, which may include:
  • Managing your WhatsApp Business Account.
  • Managing and accessing WhatsApp conversations.
  • Logging events on behalf of your WhatsApp Business Account and sharing them with Meta.
Review the permissions and privacy information.If everything is correct, click Confirm.
Which WhatsApp Business Account are you connecting?A Meta business portfolio can contain several WhatsApp Business Accounts for different brands, branches or business operations.Meta identifies the specific WhatsApp Business Account you’re authorising Kero to access.Check that the correct account is listed before clicking Confirm.Connecting one WhatsApp Business Account does not automatically connect every other WhatsApp Business Account in your business portfolio.
8

Complete Meta's security verification

Meta will attempt to establish the connection. You may briefly see Connecting your account.Meta may request an additional security check to confirm your identity.If prompted:
  1. Check the email address or other verification method associated with your Facebook account.
  2. Retrieve the confirmation code sent by Meta.
  3. Enter the code.
  4. Click Next.
This is a Facebook account security check and is separate from WhatsApp phone number verification.The verification method may vary depending on your account’s security settings.
9

Confirm your account is connected

Once the connection succeeds, Meta displays:Your account is connected to KeroThis confirms that Meta has authorised Kero to access the selected WhatsApp Business Account.Meta may still review your business for compliance with the WhatsApp Business Messaging Policy.
A successful connection doesn’t necessarily mean all business verification, display name approval or messaging requirements have been completed.

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6. Add your Meta payment method

On the successful connection screen, Meta offers two options:
  • Add payment method — Set up billing for applicable WhatsApp messaging charges.
  • Finish — Complete the connection without adding payment information at this stage.
We recommend selecting Add payment method so you can complete your billing setup before creating and submitting WhatsApp message templates through Kero.
1

Confirm your billing location and currency

Meta will ask you to select your:
  • Country or region
  • Billing currency
  • Time zone
Check these details carefully before clicking Next.
Meta indicates that your billing location and currency cannot be changed once set.Confirm that you’ve selected the correct details before continuing.
2

Choose your payment method

Select an available payment method, such as Debit or credit card.Click Next.
3

Enter your payment details

Enter the requested information directly into Meta’s payment form:
  • Name on card
  • Card number
  • Expiry date
  • Security code (CVV)
Click Save to add your payment method.
Your Meta payment information is private.Your payment details are submitted directly to Meta through Meta Business Suite.Kero does not receive, store or have access to your Meta credit or debit card details.Meta bills you directly for applicable WhatsApp messaging charges. Your commercial relationship for these charges is with Meta.

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Understanding Kero and Meta billing

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7. Finish onboarding in Kero

After completing your Meta payment setup, you must return to the Meta onboarding window to finish the connection.
1

Click Finish in Meta

Return to the Your account is connected to Kero confirmation screen.Click Finish.This completes the Meta onboarding process and closes the registration window.
Don’t forget to click Finish.Adding your payment information alone doesn’t complete the onboarding process in Kero.You must return to the Meta registration window and click Finish.
2

Wait for Kero to update

Return to your Kero browser window.Kero briefly displays a loading screen while it processes the connection and updates your WhatsApp Agent information.Allow the page to finish loading.
3

Confirm your WhatsApp Agent

Once processing is complete, Kero displays the WhatsApp Agents page.Your newly connected WhatsApp phone number should appear in the list.A newly connected Agent should show a recent Last update timestamp.
If your new Agent doesn’t appear immediately, allow Kero to finish processing and click Refresh on the WhatsApp Agents page.

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8. Reconfirm your connection every 60 days

Your WhatsApp connection to Kero must be reconfirmed every 60 days. This is an ongoing requirement after the initial onboarding process. On the WhatsApp Agents page, the Expire at field shows when your current connection authorisation expires. Kero sends warning notifications when your connection needs to be reconfirmed.
Reconfirm your connection before the expiry date.If you don’t complete the reconfirmation in time, your WhatsApp messaging service may be interrupted.Follow the instructions in Kero’s notification to maintain your connection.
For more information, see Manage your WhatsApp Agent.

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What can you do next?

Once your WhatsApp Agent appears in Kero, you can begin preparing your messaging.

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Create WhatsApp message templates

Create WhatsApp message templates and submit them to Meta for approval. Approved templates are required for business-initiated template messaging, including messages sent outside the customer service window. See Create a WhatsApp message template.

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Create a Kero template

Reference your approved WhatsApp message template in a Kero template to use it in campaigns. You can also configure messaging fallback, such as WhatsApp to SMS, where supported. See Create a Kero template with WhatsApp and fallback.

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Prepare your contacts and audiences

Add or import your customer contacts, organise your audiences and make sure you have the appropriate consent to send messages.

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Create your first campaign

Once your templates, billing and audience are ready, create your first WhatsApp campaign in Kero.
A connected WhatsApp Agent isn’t necessarily ready for every type of messaging.Check that your Meta account, payment arrangements, message templates and any required approvals are ready before sending live messages.

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Need help?

If you’re unsure which connection method to use, can’t identify the correct Meta business portfolio or encounter an error during onboarding, contact Kero Support. We particularly recommend contacting us before:
  • Deleting an existing WhatsApp account.
  • Moving a phone number between providers.
  • Changing an established WhatsApp connection.
  • Transitioning from Coexistence to a dedicated API connection.