Learn how to connect WhatsApp Business Platform to Crisp so WhatsApp messages can be handled from your shared Inbox.

Crisp is a WhatsApp Business Solution Provider, which means you can connect a WhatsApp Business phone number to your Crisp workspace and manage WhatsApp conversations alongside your other channels. This guide covers the first connection, coexistence with the WhatsApp Business app, number migration, templates, pricing, and useful next steps.

Use this guide to jump to the section you need:

• Connect WhatsApp Business Platform with Crisp → requirements and first setup
• Connect a WhatsApp Business App number with coexistence → keep using the mobile app while receiving messages in Crisp
• Migrate an existing WhatsApp phone number → move a number from another Business Solution Provider
• Manage your WhatsApp Business account → add numbers, access Meta settings, update profile details, and disable 2FA
• Use APIs, templates, and catalog templates → start with the API and send approved templates
• Understand WhatsApp Business Platform pricing → message charges, 24-hour window, and credits
• Make the most of WhatsApp in Crisp → recommended next actions

Connect WhatsApp Business Platform with Crisp

Connecting WhatsApp lets your company build a shared inbox for WhatsApp Business and use Crisp features such as team collaboration, customer context, workflows, knowledge base articles, and AI assistance from the same place.

Requirements

Before connecting WhatsApp, make sure you have:

• A Crisp Essentials or Crisp Plus plan
• Owner access on the Crisp workspace
• A phone number you can verify by SMS or voice call
• Admin access to the relevant Meta Business Manager
• Access to connect WhatsApp through the Crisp WhatsApp plugin

Install the WhatsApp plugin

1. Go to Crisp.
2. Open Plugins → WhatsApp.
3. Install the WhatsApp plugin.

Connect your WhatsApp Business Account

If this is your first WhatsApp connection, or if you are moving from the WhatsApp Business mobile app without coexistence, click Connect a new WhatsApp Business Account, then click Connect to WhatsApp.

You will be redirected to Meta. During the setup flow, select the required Business Manager, fill in your business details, then create or select the WhatsApp phone number to connect.

Select and test your WhatsApp account

Once you return to Crisp, pick the WhatsApp account from the list.

If the number is not connected yet, click Connect number. You can then use the green WhatsApp button to display a QR code and send a test message to the WhatsApp phone number connected to Crisp.

Connect a WhatsApp Business App number with coexistence

Coexistence mode lets you connect an existing WhatsApp Business App phone number to Crisp while continuing to use the WhatsApp Business mobile app. This is useful when your team wants customer messages to appear in Crisp without immediately changing how the mobile app is used.

What coexistence does

With coexistence, you can:

• Keep using the WhatsApp Business app → the mobile app remains available
• Receive new messages in Crisp → customer messages appear in your Crisp Inbox
• Sync app replies to Crisp → messages sent from the mobile app appear in the matching Crisp conversation

Connect in coexistence mode

1. In Plugins → WhatsApp, click Connect a new WhatsApp Business Account, then click Connect to WhatsApp.

2. In the Meta flow, select your Business Portfolio, then choose Connect a WhatsApp Business app from the WhatsApp Business account dropdown.

3. Enter the phone number currently registered in your WhatsApp Business app.

4. Review the connection details, then click Next.
5. Open the WhatsApp Business app on your phone, look for the message from the official Facebook business account, and tap Connect. If you cannot see the message, open Menu or Settings, select Account → Business platform, choose whether to share chat history, then scan the QR code.

6. Select the timezone of your business, then click Next.

Once the QR code is scanned and confirmed on your phone, you will be redirected back to Crisp. Select your business to start receiving WhatsApp messages.

After connecting coexistence

Once coexistence is active:

• New incoming messages appear in both the WhatsApp Business app and Crisp
• Messages sent from the app are synced to the corresponding Crisp conversation
• Messages sent from Crisp are delivered to the customer through WhatsApp
• Contacts are gradually synced to Crisp as conversations happen

Migrate an existing WhatsApp phone number

Migration lets you transfer a registered phone number from one WhatsApp Business Account to another. This is typically used when you move from another Business Solution Provider to Crisp.

What migration keeps

When migration is completed, the phone number can keep its display name, quality rating, messaging limits, Official Business Account status, and approved high-quality message templates, provided Meta can migrate them to the destination WhatsApp Business Account.

Message template behavior during migration:

• High-quality approved templates from the previous WhatsApp Business Account are duplicated and automatically approved in the new one when the destination account has enough template capacity
• Existing templates in the destination account are not affected
• Low-quality, rejected, or pending templates are not migrated
• Templates that cannot be migrated must be recreated and submitted for approval again

Billing behavior during migration:

• Messages sent before migration are charged to the previous provider
• Messages sent after migration are charged to the new provider, in this case Crisp
• Messages sent before migration but delivered after migration can still be charged to the previous provider

Prepare the number for migration

Before starting the migration, check these requirements:

• The number must be able to receive an SMS or voice call for Meta's 6-digit verification code
• Two-step verification must be disabled on the number before continuing
• The previous and new WhatsApp Business Accounts must be owned by the same Facebook business, with the same Facebook Business ID

If two-step verification is still enabled and you cannot disable it yourself, contact your previous provider and ask them to disable it for your WhatsApp number.

Migrate the number to Crisp

1. In the Crisp WhatsApp plugin, choose Migrate an existing WhatsApp Business Account from my current provider.
2. Click Connect to WhatsApp.

3. In the Meta window, connect the Facebook Business Account associated with your current WhatsApp Business Account.
4. Create a new WhatsApp Business Account in the dialog, or select one that was already created through the Crisp connection flow.

5. Enter the WhatsApp Business Account ID you created or selected, then click Continue.

6. Enter the phone number to migrate in international format and choose how you want to receive the verification code.

7. Enter the 6-digit verification code from Meta.

After validation, the WhatsApp number is migrated to Crisp and you return to the WhatsApp plugin configuration page, where you can test the number.

Manage your WhatsApp Business account

Use the actions below when you need to add another number, access WhatsApp Manager, update profile details, or disable two-step verification.

Add a new number to your WhatsApp Business account

1. If the number was used on the WhatsApp mobile app, delete that account from the mobile app first.
2. In Crisp, select Add a new number to my existing business and click Reconnect to WhatsApp.
3. In the Meta dialog, select your current Meta business and click Next.
4. Select the current WhatsApp Business Account already connected to Crisp, then choose Create or select a WhatsApp Business profile.
5. Create the new WhatsApp profile.
6. Add the new number and verify it by text message or voice call.
7. Close the dialog and return to Crisp, then select your business to finish connecting the new number.

Access WhatsApp Business Manager

1. Go to Meta Business Manager, select your business, then click the settings cog in the lower-left corner.
2. Select Business Settings.

3. Go to Accounts → WhatsApp Accounts and select the account you want to manage.
4. Open the Settings tab, then click WhatsApp Manager.

Change your profile picture and display name

WhatsApp profile details are managed from WhatsApp Business Manager.

1. Open WhatsApp Business Manager using the steps above.
2. Go to Account Tools → Phone numbers.
3. Hover over the number you want to edit and click Edit the display name for this phone number, then follow Meta's approval process.

4. To change the profile image, click the settings cog on the same page, then open Profile. From there, you can update the picture, description, address, website, and other profile details.

5. Go back to Plugins → WhatsApp → Phone numbers in Crisp. If the Register phone number option appears, register the number so the change can take effect.

Disable two-step verification on a WhatsApp number

1. Open WhatsApp Business Manager.
2. Go to Account Tools → Phone Numbers.
3. Select the number where two-step verification should be disabled.
4. Open Two-step Verification and select Turn off two-step verification.

If those options are unavailable, ask your current provider to disable two-step verification for the number.

Use APIs, templates, and catalog templates

Once your WhatsApp Business Account is connected or migrated to Crisp, you can start using the API and approved message templates.

Start with the WhatsApp Business Platform API

To use WhatsApp Business Platform APIs, first make sure the WhatsApp Business Account has been created, connected, or migrated in Crisp.

Create message templates

Message templates let you initiate conversations or reply after the 24-hour customer service window has closed. Templates must be created and approved in WhatsApp Business Manager before they can be sent from Crisp.

1. Open WhatsApp Business Manager.
2. Go to Account Tools → Message Templates.
3. Click Create Template.
4. Fill in the template details and submit the template.
5. Once Meta approves the template, you can send it directly from Crisp.

Format message template variables in Crisp

WhatsApp supports simple formatting inside message variables.

Supported variable formatting:

• Italic → wrap the text with underscores, such as _text_
• Bold → wrap the text with asterisks, such as *text*
• Strikethrough → wrap the text with tildes, such as ~text~
• Monospace → wrap the text with three backticks, such as ```text```

Send a catalog message template

1. Create a catalog in Meta Commerce Manager.
2. Link the catalog to your WhatsApp Business account.
3. Create a Marketing message template and select the product message option.
4. Wait for the template to be approved.
5. In the Crisp WhatsApp widget, select the approved template, fill in any message variables, then add the catalog content ID from the item you want to show in the message header.

Understand WhatsApp Business Platform pricing

WhatsApp Business Platform pricing depends on Meta's pricing model, the recipient country, and the message category. Crisp also handles billing for paid WhatsApp template messages sent through the platform.

Business messages and message-based pricing

Business messages are messages sent from Crisp to WhatsApp Business users using Message Templates. Paid charges vary by country and by template category.

Template message categories include:

• Marketing
• Utility
• Service
• Authentication

If a business sends one marketing template and one utility template to the same user, this creates two charges: one for each category.

Respond during the 24-hour customer service window

Businesses can respond with service, free-form messages within the 24-hour customer service window at no charge. This window starts when a user sends a message and resets with each new user message.

Buy WhatsApp credits in Crisp

As a Business Solution Provider, Crisp handles WhatsApp billing for your workspace. For each paid template message, Crisp applies an additional fee on top of Meta's public fee.

Credits can be bought from $50 and are set as a monthly recurring payment. Credits are consumed when a paid template is delivered to engage a conversation.

Make the most of WhatsApp in Crisp

Once WhatsApp is connected, you can make the channel easier to handle by combining it with other Crisp tools.

Useful next steps:

• Create message shortcuts → answer common WhatsApp questions faster
• Connect Instagram or Messenger → centralize more Meta messaging channels
• Build workflows → collect information and guide users before a teammate replies

Updated on: 03/05/2026