Before you begin
You’ll need the following to set up WhatsApp Business messaging with Kero.You don’t need an existing WhatsApp Business Account (WABA) to get started. You can create one during Kero’s onboarding process or connect an eligible existing account.
1. Prepare your Meta business portfolio
Meta uses a business portfolio to manage your business assets, including your WhatsApp Business Account. If your business already has a Facebook Page or uses Meta Business Suite, you may already have a business portfolio. Before continuing, make sure you:- Have access to the correct Meta business portfolio.
- Have the necessary permissions to manage business assets.
- Can provide accurate and up-to-date business information.
2. Choose your WhatsApp phone number
Your WhatsApp Business Account needs a phone number that customers can use to identify and contact your business. You can use an eligible mobile or landline number, provided it meets Meta’s requirements and can complete the verification process.Using a new number
If you’re setting up WhatsApp Business messaging for the first time, you can register an eligible number that isn’t currently registered with WhatsApp. Make sure you can receive the verification code using a method supported by Meta for your number.Using an existing WhatsApp number
If your number is already registered with WhatsApp or the WhatsApp Business app, additional steps or eligibility requirements may apply. Meta supports certain onboarding options that allow eligible WhatsApp Business app numbers to be connected to the WhatsApp Business Platform while retaining supported app functionality.3. Prepare your WhatsApp business profile
During onboarding, you’ll provide information about your business and the phone number you’re connecting. This may include:- Business display name: The name customers will see when interacting with your business.
- Business category: The category that best describes your business.
- Business description: A short description of what your business does.
- Business website: Your business website, where applicable.
Display name approval and business verification are separate processes.Depending on your account and intended messaging activity, Meta may require additional reviews or verification.
4. Understand Meta business verification
Meta may require your business to complete verification to confirm that it is a legitimate organisation. Verification can involve submitting business information or supporting documents through Meta Business Suite. Not every business must complete full business verification before beginning to use the WhatsApp Business Platform. Requirements can depend on the account, messaging capabilities and Meta’s current policies. If verification is required, Meta will provide instructions through the relevant business account interface.Completing WhatsApp onboarding doesn’t necessarily mean every account review or verification requirement has been completed.Check your account status and any outstanding Meta requirements before planning a large messaging campaign.
5. Understand WhatsApp messaging requirements
Before sending messages, it’s important to understand a few WhatsApp Business rules.Customer opt-in
You must have the appropriate permission to send business-initiated WhatsApp messages to your customers. Customers should understand which business will contact them and what types of messages they can expect. You must also respect requests to stop receiving messages.Approved message templates
To initiate business messaging outside an open customer service window, you generally need an approved WhatsApp message template. Meta reviews templates before they can be used for business-initiated messaging. Templates are classified as Marketing, Utility or Authentication, depending on their purpose and content.The 24-hour customer service window
When a customer sends your business a message, a 24-hour customer service window opens. During this period, your business can respond using supported free-form messages without requiring an approved template. Each new customer message resets the window. After the window closes, an approved template is required to send another message.Kero helps you manage WhatsApp messaging, but your business remains responsible for obtaining appropriate customer consent and complying with Meta’s messaging policies.
6. Set up your Kero billing account
Before creating a WhatsApp Agent, you must register a billing account in Kero. Kero uses Stripe to manage billing account registration. You don’t need to add payment card details to complete this step. Your billing account allows Kero to manage your subscription and applicable Kero messaging charges, including arrangements where your business is invoiced directly.A Kero billing account is required for all messaging channels.You cannot create an SMS, RCS or WhatsApp Agent until your Kero billing account has been registered.
7. Connect WhatsApp to Kero
Kero uses Meta’s embedded onboarding process to connect your WhatsApp Business Account and register your WhatsApp Agent. The process begins in Kero and continues through Meta’s secure onboarding interface.1
Create a WhatsApp Agent
In Kero, navigate to Channels → WhatsApp Agents and select Create Agent.
2
Connect to Meta
Follow the registration process to open Meta’s embedded onboarding window.
3
Select your business accounts
Sign in to Meta if prompted, then select or create the appropriate business portfolio and WhatsApp Business Account.
4
Register your phone number
Select or register an eligible WhatsApp phone number and follow Meta’s verification instructions, where required.
5
Authorise the connection
Review the requested permissions and authorise Kero to connect to your WhatsApp Business Account.
The onboarding steps may vary depending on whether you’re connecting a new phone number, using an existing WhatsApp Business Account or using an eligible WhatsApp Business app number.
8. Set up your Meta payment method
Your Kero billing account and your Meta payment arrangements serve different purposes.- Kero billing: Used for your Kero subscription and applicable Kero charges.
- Meta billing: Used for WhatsApp Business Platform messaging charges under your Meta payment arrangements.
What happens after onboarding?
Once your WhatsApp Business Account is connected and your Agent is ready, you can prepare your first messages. For business-initiated messaging, the usual next steps are:- Create a WhatsApp message template and submit it for Meta approval.
- Wait for template approval before using it to send messages.
- Create a Kero template that references your approved WhatsApp template.
- Configure fallback messaging, if you want to use an alternative channel such as SMS.
- Prepare your contacts or campaign audience and confirm that you have the appropriate customer consent.
- Send your first message or campaign and monitor the results.