WhatsApp is one of the most widely used messaging platforms in the region. By connecting your WhatsApp Business account to Lucidya, your team can receive and manage customer conversations from a single workspace, with full access to routing, assignment, SLAs, and AI-powered features.
Step-by-Step: Setting Up Your WhatsApp Channel
1. Navigate to Manage Channels
Go to Monitors → Manage Channels.
Click + New Channel.
Select Chats from the Choose Category step and click Next.
Select the WhatsApp tab from the Setup Channel step.
2. Create a WhatsApp Account
If you do not have an existing WhatsApp account set up in Lucidya, you will need to create one first.
Click + New Account.
In the popup, enter an Account Name, and Phone number.
Note: The account name is for internal use only and will not be visible to your customers. It must be between 6 and 150 characters, unique across all accounts, and cannot contain Arabic or special characters.
Click Add.
The new account will appear in the accounts list. Select it and click Next to proceed to authentication.
3. Authenticate Your WhatsApp Account
Authentication links your WhatsApp Business number to Lucidya through Meta's onboarding flow. This step is required before the account can be added as a channel.
Step A — Start Authentication
Click Authenticate on the account card.
You will be redirected to an external authentication page.
Click Continue with Facebook and log in with the Facebook account linked to your Meta Business Manager.
During the Meta onboarding flow, you will:
Select or create a WhatsApp Business Account (WABA).
Enter your business display name and category.
Add your WhatsApp Business phone number and verify it via OTP.
Review and confirm the requested permissions.
Click Finish.
Important: This process opens in a pop-up window. Do not close it or navigate away until you see the confirmation screen. Make sure your browser allows pop-ups.
Step B — Confirm Authentication in Lucidya
Once you have completed the Meta flow, return to Lucidya to confirm.
Click Complete.
If successful, the account status updates to Authenticated and the linked phone number will appear on the account card.
If verification fails, a notification will appear. You can retry by clicking Verify Authentication again.
Note: Authentication status is not updated automatically. You must click Complete to confirm it.
4. Add the Channel
Once the account status is Authenticated, select it from the list.
The button will change to Add Channel — click it to complete the setup.
Your WhatsApp channel is now active and ready to receive conversations in Lucidya.
Best Practices & Common Issues
Before you start, have the following ready:
Your brand's display name — this is what customers see when messaging you.
Your company's legal business name and official address.
Verified and up-to-date information in your Meta Business Manager, as this is displayed to customers.
To keep your connection active:
Do not remove Gupshup as a partner in your Meta Business Manager. Removing it will require you to redo the entire setup.
Keep your Meta Business Manager account in good standing. Any restrictions or violations on your Meta account will affect your WhatsApp channel's functionality.
If authentication fails, try the following:
Clear your browser cache and cookies, then attempt authentication again.
Make sure you are logged into the correct Facebook account associated with your Meta Business Manager.
Verify that you have admin access to both the Meta Business Manager and the WhatsApp Business Account.
Check that your browser is not blocking pop-ups, as these are required for the authentication process.
Confirm that the phone number is not already connected to another Meta Business portfolio.
✨ Features & Benefits
Handle multiple WhatsApp Business accounts from a single Lucidya workspace.
Receive and reply to customer messages directly from the unified inbox.
Route conversations automatically based on rules you define.
Assign conversations to agents or teams and apply SLAs.
Access AI suggestions, notes, and saved replies within every conversation.
Capabilities & Limitations
One platform at a time: Each WhatsApp Business Account can only be connected to one platform at a time. If you connect it to Lucidya, it cannot be used simultaneously on another platform without disconnecting first.
Phone number restriction: The phone number you use must not be registered with regular WhatsApp. If it is, you will lose access to it on the WhatsApp app.
Authentication dependency: Your connection relies on maintaining your authentication with Meta. Removing Gupshup as a partner from your Meta Business Manager will break the integration and require you to redo the setup.
Business verification: Meta may require you to complete Business Verification before your account can go live.
For further assistance, contact Lucidya Support.