How to connect whatsapp channel on Intercom

intermediate 8 min read Updated 2026-03-18

Quick Answer

Connect WhatsApp to Intercom by integrating through Facebook Business Manager, configuring the WhatsApp Business API, and setting up the channel in your Intercom workspace. This integration allows you to manage WhatsApp conversations directly from your Intercom inbox.

Try Intercom Full Intercom Review

Prerequisites

Active Intercom account with admin privileges
WhatsApp Business account
Facebook Business Manager account
Meta for Business verification completed

Step-by-Step Instructions

Access Intercom Settings

Log into your Intercom workspace and click the Settings icon (gear icon) in the left sidebar. Navigate to Channels and select WhatsApp from the available channel options.

Ensure you have admin or owner permissions to add new channels to your workspace.

Connect Facebook Business Manager

Click Get Started on the WhatsApp integration page. Select Connect Facebook Business Manager and log in with your Facebook credentials. Choose the Business Manager account that contains your WhatsApp Business API setup.

If you don't see your Business Manager account, verify that you have admin access to it.

Select WhatsApp Business Account

From the dropdown menu, select your WhatsApp Business Account (WABA). Choose the phone number you want to connect from the available numbers in your WABA. Click Continue to proceed.

The phone number must be verified and active in your WhatsApp Business API setup.

Configure Message Templates

Review and select the Message Templates you want to use for customer interactions. These templates must be pre-approved by WhatsApp. Click Import Templates to sync them with Intercom.

Create and approve message templates in Facebook Business Manager before starting the integration process.

Set Up Conversation Routing

Configure how WhatsApp conversations will be routed in Intercom. Choose your preferred Assignment Rules and select which team or teammates should receive WhatsApp messages. Set up Business Hours if needed.

Consider creating a dedicated team for WhatsApp conversations to ensure proper response times.

Configure Auto-replies

Set up automated responses for when customers first contact you on WhatsApp. Go to Auto-replies and create welcome messages using your approved templates. Configure Away Messages for outside business hours.

Use approved message templates for auto-replies to ensure compliance with WhatsApp policies.

Test the Integration

Send a test message to your WhatsApp Business number from a personal WhatsApp account. Verify that the message appears in your Intercom inbox under the WhatsApp channel. Respond to the test message to confirm two-way communication works.

Test with multiple phone numbers to ensure the integration handles different scenarios correctly.

Complete Setup and Go Live

Once testing is successful, click Activate Channel to make your WhatsApp integration live. Update your team on the new channel and provide training on WhatsApp-specific features like Message Templates and 24-hour messaging windows.

Create internal documentation about WhatsApp messaging policies and response time expectations for your team.

Common Issues & Troubleshooting

WhatsApp Business Account not appearing in dropdown

Ensure your Facebook Business Manager account has the correct permissions for the WABA. Contact your Facebook Business Manager admin to grant access or verify that the WhatsApp Business API is properly set up.

Message templates not syncing

Check that your message templates are approved in Facebook Business Manager. Rejected or pending templates won't sync to Intercom. Go to WhatsApp Manager > Message Templates to verify status.

Messages not appearing in Intercom inbox

Verify that webhooks are properly configured in your Facebook Business Manager. Check WhatsApp Manager > API Setup > Webhooks and ensure the callback URL points to Intercom's webhook endpoint.

Unable to send messages after 24 hours

WhatsApp has a 24-hour messaging window policy. After 24 hours of customer silence, you can only send pre-approved message templates. Use template messages for follow-ups or re-engagement.

Prices mentioned in this guide are pulled from current plan data and may change. Always verify on the official Intercom website before purchasing.

Visit Intercom View Intercom Pricing