This article provides details about managing your WhatsApp Business Account (WABA) from your Facebook Business Manager (FBM).  For a general overview of WhatsApp integration with Freshworks, see Overview of WhatsApp Business Integration.


This article contains the following section:

  1. What is a WhatsApp Business Account (WABA)?
  2. How to access WABA?
  3. What can you do with WABA?

What is a WhatsApp Business Account (WABA)?

A WABA lets your business use the WhatsApp Business Platform to communicate directly with your customers.  If you already have a WABA, you can connect your phone number and use the account for your business communication. Alternatively, you can create a new WABA via a BSP like Freshworks. 


Once you integrate your WhatsApp Business Platform with Freshworks, you can easily manage your customer interactions from WhatsApp in a single workspace within Freshchat/CSS. 


How to access WABA?

To access your WABA:

  1. Go to business.facebook.com and select your business from the drop-down.
  2. Click on the Settings icon next to your business name.
  3. Go to Accounts > WhatsApp Accounts. 
  4. Click on the WhatsApp number/account to view your WABA account.
  5. Under the Summary tab, click WhatsApp Manager. 
  6. You can view your WhatsApp account overview and access different features specific to the number.

What can you do with WABA?

WABA offers features that enable you to effectively manage your WhatsApp accounts and enhance your customer communication. 


Here are a few tools and features that help you effectively manage your business communication with WhatsApp Business Platform: 


  • Insights

Get real-time insights into the metrics of conversations, including All conversations, Free Conversations, and     Paid Conversations, and see how each metric is performing over time. 


You can view the data by specific date, phone number, or country. You can also export the data in a CSV format. 


For more information on viewing conversation insights of your WABA, see View conversation insights for your WhatsApp Business account.


  • Message Templates

    View the list of WhatsApp Message templates connected to your WABA. You can view the message template approval status and messages sent or opened. You can also create new WhatsApp Templates from here.


  • Phone Numbers

    View and manage your phone numbers connected to the WABA.

    The Phone Numbers tab lets you:

    • Phone number status: A connected status indicates that the number is connected to your WABA.

    • View and manage quality rating

    • View and change display name: Click on the display name to change your WhatsApp display name.

    • View certificates: Check if your display is approved or rejected

    • Manage additional phone number settings
      Click on the Settings icon to view additional phone settings.

    • Add phone numbers
      Note: You can add more WhatsApp numbers and integrate your accounts with Freshchat/CSS. For details, check Integrating your WhatsApp Number.
      Caution: Please do not use the Delete the numbers directly from the WABA. Contact our support team if you want to delete the numbers.

Manage Additional Phone Number Settings

To view and manage additional settings for individual phone numbers connected on your WABA, click on the Settings icon next to each number.


Here, you can view:

  • Insights:
    Shows insights for individual phone numbers and gives the quality of messages sent. A higher quality rating unblocks more features for you.

    However, if a user blocks your business, they can select a block reason, such as, No longer needed, Didn't sign up, Spam, Offensive messages or No reason. If your quality rating is medium or low, hover over the rating to view the block reasons, if any.

    The Insights tab lets you view the quality rating for the business on a given day and quality score trends over the past 30 days. This helps you identify the reasons for increase or decline in the quality. For more details, see About your WhatsApp Business phone number's quality rating.
  • Profile
    Change your display picture and description for your number. You can also request a Green tick from this section.

  • Message Links
    Use this option to create a shareable link for your number (QR code/web link).

  • Two-step verification
    By default, Two-step verification is enabled for your numbers. Please contact support for disabling 2FA for your account if required.

Please reach out to support@freshchat.com if you have more questions.