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Before you start

Before connecting WhatsApp to Watermelon, there are a few things you should have prepared.

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Facebook Business ID

Make sure you have a Facebook Business ID, as WhatsApp Business API runs through Meta. Below you can find how to check if you have a Facebook Business ID, and if not, how to create a Facebook Business Manager account.
  1. Go to business.facebook.com and log in with your personal Facebook account.
  2. If you already have a Business Manager, it will appear in your dashboard.
  3. Click Business Settings in the left menu.
  4. Open Business Info at the top-left corner.
  5. Your Business Manager ID will be listed here if a Business Manager exists.
If you do not see a Business Manager or Business ID, you likely do not have one yet. Then, create one (see next tab).

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Disconnect from other tools

If your WhatsApp number is currently used privately or through another tool, you must remove that connection first. Make sure the number is not connected to:
  • WhatsApp Business API
  • WhatsApp Business App
  • A personal WhatsApp account
After linking, you can only use this number for WhatsApp via Watermelon, not via your mobile app or any other tool.

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Connecting WhatsApp

Follow the steps below to connect WhatsApp to Watermelon:
1

Open WhatsApp in Apps

Apps Channels Whatsapp Pn
2

Connect WhatsApp

Click Connect.
Whatsapp Connect Pn
3

Setup WhatsApp

Watermelon uses 360Dialog to verify and activate your WhatsApp Business API account.A pop-up will appear to guide you through the setup.
Whatsapp Pop Up Pn
4

Log in to your 360Dialog account or create a new account

After logging in to your account, follow these steps:
1

Select the number you want to connect and click Authorize

Whatsapp Select Number Pn
Then click Authorize.
2

Partner application authorized

You’ll get a confirmation that the partner application is authorized. You will return to Watermelon automatically. Until then, do not close the window.
Whatsapp Partner Application Authorized Pn
3

Successfully linked

You’ll get a notification that the number is successfully linked to your Watermelon account.
Whatsapp Successfully Linked Pn
You’ve now connected WhatsApp to Watermelon. Your WhatsApp messages will now show in your Watermelon Inbox and can be answered from here.

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Setting up your WhatsApp Business profile

Once your number is connected:
1

Set up your WhatsApp Business account in the 360Dialog Client Hub

  • Open the 360Dialog Client Hub and click WhatsApp Business Account in the left menu.
  • Click Show Details.
  • Go to Profile.
2

Add your business details

  • Profile picture (192×192 px)
  • Business name
  • Contact information
  • Short business description
3

Validate

You may receive an email to validate the profile changes.

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Error messages linking WhatsApp/360Dialog

While connecting WhatsApp, there’s a couple of error messages you can get. Below, you can find these error messages, their reasons and solutions.
  • Error message: Sharing API Key permissions not allowed.
    • Reason: The WhatsApp number is already in use with 360.
    • Solution:
      1. Request a partner migration through 360 by following the steps in this article. 
      2. The partner ID for Watermelon is NqTEl9PA.
      3. Email [email protected] so that we can approve the migration.
        We do not receive an automatic notification about this. For a quick resolution, it is essential to contact us directly.
  • Error message: Number was not set up correctly.
    • (Possible) reason: The WhatsApp number is still linked to the WhatsApp Business App. This prevents the number from being registered on the WhatsApp Business API.
    • Solution:
      1. Remove the number from the WhatsApp Business App.
      2. Once the number has been successfully removed, you can proceed with registering it as a new number on the WhatsApp Business API (via Watermelon).
      3. After that, you can link WhatsApp.
  • Error: Failed to get WhatsApp commerce settings
    • (Possible) reason: The integration has not been created for this number, which is why this error appears. Most likely, an incorrect flow was followed (for example, a migration instead of adding the number as new).
    • Solution:
      1. Contact 360Dialog via their chat.
      2. Submit a request to remove the number from the system.
      3. You will receive a notification once this has been completed.
      4. You can onboard the number again.
We notice that Meta regularly introduces changes and bugs on their end. This means that certain steps in this Help Center article may not always fully match what you see in practice.If something does not work as expected or you cannot complete the steps, please contact our Support team. We are happy to help you get everything set up correctly.