Connecting WhatsApp Business
How your WhatsApp number connects to MAZZA via Meta, and the two number types.
MAZZA connects to WhatsApp through Meta's official WhatsApp Business Cloud API. There are two kinds of numbers: the agent number, which the AI uses to chat with your customers, and the automation number, which sends messages from your automations. They are set up in different ways, and this page explains both.
Two numbers, two setups
The agent number (where your AI replies to customers) is set up for you by the MAZZA team during onboarding. The automation number (used by automation send steps) is connected by you in Settings > Integrations. You only need the second one if you want automations to send WhatsApp messages from your own number.
The two number types
| Field | Type | Description |
|---|---|---|
| Agent numberMAZZA sets up | AI agent | Where the WhatsApp AI agent reads and replies to customer chats. MAZZA provisions and owns this number during setup, so it does not appear in your Integrations page. |
| Automation numberYou connect | Your number | Your own WhatsApp Business number used by Send WhatsApp steps in Automations. You connect it yourself in Settings > Integrations. |
Both numbers run on the same Meta technology. Each needs a Phone Number ID and an access token from Meta, tied to your WhatsApp Business Account.
What you need first
Before any number can connect, it has to exist and be approved on Meta's side. MAZZA helps you with this during onboarding. The pieces involved are:
- A Meta Business Manager account and a WhatsApp Business Account (WABA).
- A phone number registered to that WhatsApp Business Account.
- Meta's review and approval of the number for the WhatsApp Business API.
Getting a number approved takes time
Getting a WhatsApp Business number through Meta and passing their review is a prerequisite, and the timing is controlled by Meta, not MAZZA. Start this early in onboarding. Your account manager will guide you through it.
How the agent number gets set up
You do not configure the agent number yourself. The MAZZA team provisions it for your organization during setup, so it is never shown in your Integrations page and cannot be disconnected by accident. Once it is live, every incoming customer message reaches your WhatsApp inbox, and the AI agent replies based on your business profile and the tools you have switched on.
Behind the scenes, MAZZA uses one shared connection point for every customer. When a message arrives, MAZZA looks up which organization owns the number it was sent to and routes it to you. This means onboarding new clients never disturbs anyone else's setup.
How to connect your automation number
If you want your automations to send WhatsApp messages from your own number, connect it in Integrations. You will paste two values from Meta: a System User access token and a Phone Number ID.
Get a permanent access token from Meta
In Meta Business Suite, create or open a System User with access to your
WhatsApp Business Account, then generate a permanent token with the
whatsapp_business_messaging and whatsapp_business_management permissions.
Copy your Phone Number ID
In Meta for Developers, go to WhatsApp > API Setup and copy the numeric Phone Number ID for your number.
Paste them into MAZZA
Go to Settings > Integrations, choose WhatsApp (Automations), and paste the token and Phone Number ID. The WhatsApp Business Account ID is detected automatically; you only add it by hand if connecting fails.
Save and confirm
MAZZA checks both values against Meta before saving. If they are valid, the number connects and shows as connected in your Integrations page.
Your token is encrypted
MAZZA validates your credentials with Meta, then stores your access token encrypted. It is never shown back to you in plain text. To learn how the rest of your data is protected, see Your data and where it lives.
What the fields mean
| Field | Type | Description |
|---|---|---|
| System User access tokenRequired | password | A permanent token from Meta Business Suite. Needs the whatsapp_business_messaging and whatsapp_business_management permissions. Stored encrypted. |
| Phone Number IDRequired | text | The numeric ID for your number, found in Meta > WhatsApp > API Setup. This is not your phone number itself. |
| WhatsApp Business Account IDOptional | text | Detected automatically. Only enter it by hand if connecting fails or you need to manage message templates. |
The Phone Number ID is not your phone number
Meta gives every number an internal Phone Number ID, which is a long string of digits. That is the value MAZZA needs, not the +971 number your customers dial. You will find it next to API Setup in Meta.
Frequently asked questions
Do I need to connect WhatsApp myself for the AI agent to work?
No. The MAZZA team provisions your agent number during onboarding. You only connect a number yourself if you want automations to send WhatsApp messages from your own number.
Can I use the same number for the agent and for automations?
The agent number is provisioned and managed by MAZZA, while the automation number is your own number that you connect. They are kept separate. If you are unsure which setup is right for you, ask your account manager.
Why can I not see the agent number in Integrations?
The agent number is owned and managed by MAZZA, so it is hidden from the Integrations page on purpose. This prevents it from being changed or disconnected by mistake.
How long does Meta approval take?
That is controlled by Meta and varies. Start the process early during onboarding and your account manager will help you through it.
Last updated June 2026