WhatsApp

Connect your Tiny Talk agent to WhatsApp so customers can chat with your agent directly from WhatsApp. Tiny Talk uses Meta’s official Embedded Signup flow as a tech provider, so you can complete the setup in a few steps without leaving the dashboard.

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Prerequisites

• A Facebook account — you’ll sign in with Facebook during the setup flow
• A phone number that can receive an SMS verification code
• A Meta Business Account — you can create one during setup if you don’t have one

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Setup

1. Go to Integrations → Hub → WhatsApp in your dashboard
2. Click Login with Facebook
3. Sign in with your Facebook account
4. Create or select a Meta Business Account
5. Create a WhatsApp Business Account and register your phone number
6. Verify your phone number via SMS
7. Back in the dashboard, enter a 6-digit PIN and click Register Phone Number to complete the setup. This PIN is used for two-step verification with WhatsApp’s Cloud API.

After setup, WhatsApp messages are automatically routed to your agent and conversations appear in the Help Desk.

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How it works

• When someone sends a message to your WhatsApp number, it’s routed to your Tiny Talk agent
• The agent responds using the same AI model and knowledge base as configured in the dashboard
• If Help Desk is enabled, conversations appear in the inbox alongside web widget conversations and you can take over to respond as a human agent
• If Help Desk is disabled, the agent still responds but each message is treated independently — the agent has no memory of previous messages, so conversations become a simple question-and-answer flow without context

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WhatsApp policies

The WhatsApp Business Platform is governed by Meta’s policies. Below are the key areas to be aware of — for full details, refer to Meta’s WhatsApp Business Messaging Policy.

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Opt-in

You must have user consent before sending messages. The user needs to have shared their phone number with you and agreed to receive messages from your business. The opt-in method is flexible (website form, SMS, in-person, etc.) as long as it clearly states which business they’re opting in for. See Meta’s opt-in requirements for details.

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24-hour messaging window

You can freely respond to a customer for 24 hours after their last message. After that window closes, you can only reach the customer using a pre-approved message template. Since Tiny Talk agents respond to incoming messages, this mainly affects human follow-ups.

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Quality and enforcement

Meta monitors message quality and assigns a quality rating to your phone number based on user feedback. If customers frequently block or report your messages, Meta may restrict your account — starting with warnings and escalating to temporary blocks or permanent removal for repeated violations. To maintain a healthy rating:

• Only message users who have opted in
• Respond to what customers are asking
• Avoid repetitive or promotional content in automated replies
• Provide clear opt-out instructions and honor them promptly

See Meta’s policy enforcement documentation for the full enforcement process.

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Prohibited content

WhatsApp prohibits transactions in certain content categories (e.g., alcohol, gambling, weapons, healthcare products, and others). Review Meta’s policy violation categories to make sure your use case is compliant.

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Messaging costs

Meta provides a free tier of conversations per month. Beyond that, Meta charges per conversation based on the category (marketing, utility, service, etc.). These charges are billed by Meta separately from your Tiny Talk subscription. See Meta’s WhatsApp pricing for current rates.

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Display name

Your WhatsApp display name must be approved by Meta and should represent your business. You can set this during the signup flow.

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Data privacy

Messages are encrypted using the Signal protocol. Meta acts as a data processor and retains message data for up to 30 days for delivery purposes. Meta does not use WhatsApp business messages to inform ads. See Meta’s data privacy and security documentation for details on encryption, data retention, and compliance certifications.

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Disconnecting

To disconnect WhatsApp, click Disconnect on the WhatsApp card in Integrations → Hub. This removes the connection but does not delete your WhatsApp Business Account on Meta’s side.

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FAQ