WhatsApp Business API
BiVelio integrates with the official WhatsApp Business API (Meta) to send and receive WhatsApp messages directly from ChannelHub. This integration allows you to serve your clients via WhatsApp without leaving the platform.
Prerequisites
To use the WhatsApp integration you need:
- A Meta Business Suite account
- A dedicated phone number for WhatsApp Business
- A Meta app configured with the WhatsApp product
- Access to the WhatsApp Business API (may require business verification)
WhatsApp Business API has a verification process by Meta that can take several days. We recommend starting this process before configuring the integration in BiVelio.
Configuration
Create your app on Meta
Go to developers.facebook.com , create a new app and add the WhatsApp product.
Configure the webhook
In your Meta app’s WhatsApp configuration, set up the webhook pointing to the URL provided by BiVelio. The system will automatically verify the validation token.
Connect in BiVelio
From Settings > Integrations > WhatsApp, enter:
- Access token from the WhatsApp Business API
- Phone number ID registered
- WhatsApp Business Account ID
Verify the connection
The MCP validator will send a test message to confirm everything works correctly.
Features
Message reception
Incoming WhatsApp messages automatically appear in ChannelHub with:
- Contact name
- Phone number
- Message content (text, images, documents, audio, video)
- Timestamp
- Read status
Sending messages
Reply to clients directly from ChannelHub:
- Text messages — free replies within the 24-hour window
- HSM Templates — Meta-approved pre-built messages for contacting outside the 24h window
- Multimedia — send images, documents and file attachments
Conversation window
WhatsApp Business API applies a 24-hour window:
| Situation | What you can do |
|---|---|
| Within 24h of the client’s last message | Send free messages without restrictions |
| Outside 24h | You can only send Meta-approved HSM templates |
HSM Templates
Templates are pre-approved messages you can use to initiate conversations:
- Welcome — initial greeting for new clients
- Follow-up — appointment reminders or case status updates
- Notification — case update alerts
- Promotional — offers and commercial communications (with Meta restrictions)
BiVelio allows managing and selecting templates directly from the ChannelHub interface.
AI agent automation
Autonomous agents can automatically respond to WhatsApp messages:
- Support Autoresponder — contextual responses outside business hours
- Multichannel Triage — automatic classification and assignment
- Draft Reply — response drafts for operator review
AI agents respect WhatsApp’s 24-hour window: they only respond automatically within the active window. For messages outside the window, the agent prepares a draft with HSM template for operator approval.
Metrics
The Dashboard includes WhatsApp-specific metrics:
- Incoming and outgoing message volume
- Average response time on WhatsApp channel
- Most used HSM templates
- Conversation window open rate