Connect WhatsApp
Step by step, from creating a Meta app to the first message the AI agent answers on your company's WhatsApp Business number.
After this page, every customer who messages your WhatsApp Business number lands in your inbox, and the AI agent replies on WhatsApp. WhatsApp is available on all plans.
You connect through your company's own Meta app and the WhatsApp Cloud API. There are quite a few steps, but each is simple. Set aside about an hour and keep the phone with the number nearby.
Want us to do it for you?
The Meta setup add-on: the PropDrop team sets up WhatsApp, Messenger and Instagram for you, one time. Request it from Settings → Plan & billing (Add-ons).
Before you start
- A Meta Business account (Business portfolio) for your company at business.facebook.com, where you're an Admin.
- A developer account at developers.facebook.com with the same Facebook login.
- A phone number that can receive an SMS or call for the verification code.
- In PropDrop: you're the owner or a manager.
The number moves to the Cloud API
A number registered on the WhatsApp Cloud API usually can't keep working in the regular WhatsApp app on a phone at the same time. If you're not sure, use a dedicated sales number rather than your personal one.
Part 1: The Meta app and the number
Create a Business app
- Go to developers.facebook.com/apps and click Create app.
- Name the app (e.g. "PropDrop - your company") and add a contact email.
- Choose the use case Connect with customers through WhatsApp; if asked for a type, choose Business.
- Pick your company's Business portfolio and click Create app.
Add your WhatsApp Business number
- In the app menu open WhatsApp → API Setup.
- Click Add phone number, enter the display name customers will see and your business category.
- Verify the number with the code you receive.
The test number
Meta also gives you a free test number on the same page, but it only replies to numbers you add to its To list. If someone outside the list writes, the conversation shows "Meta test number: add this customer's number to the allowed list in your Meta app". Use it for testing only, then switch to your real number.
Copy the WhatsApp Business Account ID and Phone number ID
On the same API Setup page:
- Phone number ID: a long Meta ID, not your phone number.
- WhatsApp Business Account ID: the account your number belongs to (also shown in WhatsApp Manager).
Copy the App secret
App settings → Basic → App secret → Show. PropDrop uses it to check every incoming message really came from Meta.
Part 2: A permanent token from a System user
The token is the key that lets PropDrop read and reply to messages on your behalf. It must be permanent, so you create it from a System user, not your personal account.
Create a System user
Business settings → Users → System users → Add, name it and choose the Admin role.
Assign assets
Under Assign assets:
- Apps → your app → Manage app (full control).
- WhatsApp accounts → your WhatsApp Business account → Full control.
- Save changes.
Generate the token
- Generate new token and pick your app.
- Token expiration: Never.
- Permissions:
whatsapp_business_messagingwhatsapp_business_managementbusiness_management(optional)
- Generate token and copy it right away; Meta won't show it again.
The most common mistake
If you pick any expiry other than Never, the connection works and then suddenly stops when the token expires, and the channel turns Needs attention.
Part 3: Connect in PropDrop
Switch on WhatsApp Business
Open Settings → Channels & integrations and switch on WhatsApp Business.
Paste the details
| Field in PropDrop | Where you got it |
|---|---|
| System user access token | The token from Part 2 |
| App secret | App settings → Basic |
| WhatsApp Business Account ID | WhatsApp → API Setup |
| Phone number ID | WhatsApp → API Setup |
Click Connect
PropDrop checks the number belongs to that account and points its message webhooks to your company's URL automatically. When it works you'll see "Connected to Meta", the channel turns Connected with your number's name, and below it the channel's abilities and the permissions Meta granted.
After saving, the token and App secret are encrypted and never shown again. To change something else, leave those fields empty ("Saved. Leave empty to keep the current value."); the button now reads Save & test.
Confirm the webhook in Meta
Even if the automatic setup worked, do this step:
- In your Meta app: WhatsApp → Configuration.
- Under Webhook click Edit, and paste the Callback URL and Verify token from the Webhook (paste in your Meta app) box in PropDrop.
- Verify and save.
- Under Webhook fields, subscribe to
messages.
If you saw "Connected, but the webhook URL couldn't be set automatically", this step is required.
Switch the app to Live
At the top of the app dashboard switch App Mode to Live. Meta doesn't send some webhooks in Development mode, and asks for a Privacy Policy URL first (use the privacy page on your website).
Test it
- From another phone, send "I want a 3-bedroom apartment in New Cairo" to your WhatsApp number.
- In PropDrop, Last event updates.
- In Conversations you'll find a new WhatsApp conversation with the agent's reply. The customer sees the message marked as read and "typing…" first.
What customers can send
- Text: the agent reads and replies.
- Voice notes: transcribed so the agent understands them.
- Photos and files: saved in the conversation for your team.
- Location pins: used by the agent as a hint for the area the customer wants.
The 24-hour rule
You can reply within 24 hours of the customer's last message. After that WhatsApp requires approved templates, which PropDrop doesn't send yet, so messages won't go out until the customer writes again. See The messaging window.
Troubleshooting
Disconnecting
Remove credentials deletes the token and App secret, and the channel stops receiving and sending. Past conversations are kept, and the Callback URL and Verify token stay the same if you reconnect later.