Connect your shop's own WhatsApp number through Meta

Zelun sends your appointment messages over WhatsApp for you. By default they go out from a shared platform sender, one number that Zelun runs for every shop. This works on every band, with nothing to set up.

Shops on higher bands (Small, Growing and Larger) can also have their own sender. Your clients then see your shop's own WhatsApp display name instead of the shared number. A dedicated sender is a feature of those bands, not a separate add-on. It does not make messages free: messages that are metered still use your prepaid messaging credits, and appointment messages on the shared sender keep their fair-use limit. Ask your account manager if you are unsure where your shop stands.

A clinic that wants its patients to write to it about their care needs its own sender: on the shared number a message that does not answer an appointment cannot be tied to one clinic. The article on patient conversations explains the option.

You connect your own sender on the WhatsApp page, in the Setup group of the side menu. The page is titled WhatsApp sender, and it starts with a Status chip that reads Not connected, Pending or Connected. You connect through Meta: you bring your own WhatsApp Business number and link it through a short sign-up window from Meta. Messages go straight out through Meta, with no middleman.

Once one is connected, the chip reads Connected and the page shows Connected via Meta. If your shop connected earlier through Twilio, it keeps working as before and the page says so (see below).

1. A band that includes a dedicated sender. The page says so: "Dedicated sender is a band entitlement". On other bands it explains that connecting your own number is part of the Small, Growing and Larger plans, that your current plan sends from the shared Zelun number, and offers See plans. No connect option appears.
2. For Meta: a WhatsApp Business number you control, and a business verified with Meta (Meta Business Verification). You will pick your WhatsApp Business account and number in Meta's window.
3. An account that can open the WhatsApp page. It is only available to accounts with that access. You can also reach it from My business: in the Plan section, the sender card has a Set up WhatsApp sender link. If you cannot find it, ask the person who manages your company account.

The Meta option is not always on offer. Zelun itself has to be approved by Meta as a technology partner before shops can connect through the sign-up window. Until then the status reads Pending and the page shows that dedicated WhatsApp is not available yet; your messages keep going out from the shared number.

Connect through Meta

1. Open WhatsApp in the side menu. With no sender connected, Status reads Not connected and Connect WhatsApp is available.
2. Read what the connection needs. The note under the button says you log in with your Facebook Business account and pick or create a WhatsApp Business number, and that Zelun never sees your Meta password.
3. Press Connect WhatsApp. A Meta window opens.
4. In the Meta window, sign in, choose your business, create or pick your WhatsApp Business account and phone number, confirm the code Meta sends to that number and accept Meta's terms.
5. Close the window when Meta says it is done. Zelun finishes the connection by itself, Status changes to Connected and the page shows Connected via Meta, with your WhatsApp display name.

If your number is connected through Twilio

1. Open the WhatsApp page. You see the notice "Your number is connected through Twilio. We recommend connecting it directly with Meta." Your number keeps sending as usual meanwhile.
2. Press Reconnect with Meta and follow Meta's window as above. You keep the same number and all your message history in Zelun; you only sign in with your Facebook Business account.
3. When it finishes, the page shows Connected via Meta and the notice goes away.

Connecting a new number through Twilio is no longer offered.

Afterwards

• Under Once connected, the page reminds you what changes: reminders, confirmations and replies send from your own number; if the connection drops, sends fail rather than falling back to the shared number; and you can rotate your access token at any time.
• Once a WhatsApp access token is stored, Rotate token appears. It opens a confirmation window, Rotate access token, with a field for the new Access token. The old token stops working at once, so sends fail until the new one is in place; press Rotate now only when you mean it. If it does not work you see "Could not rotate the token".
• If a send fails, the page shows Last send issue with what went wrong.
• If your WhatsApp stops sending. When Meta rejects Zelun's access to your number (the permission was revoked or expired), the page shows a notice: "Your WhatsApp stopped sending on…", with how many messages did not go out. Zelun also emails your owners, once per problem. Press Reconnect with Meta; the notice closes by itself once the next message goes out. A message that fails because the client's number is not on WhatsApp does not count as a problem with your connection.

• Before you connect: WhatsApp reminders and notices come from the shared platform number.
• After you connect: they come from your own number and display name, and replies from clients land in your WhatsApp inbox.
• If your band later drops below the one that includes a dedicated sender, your connection is kept but messages go out from the shared number again. Moving back up restores it without signing up again.
• Your clients are never switched to another company's sender, and nobody else can use your connection.

• Expecting a connect button on every band. Without the right band there is nothing to connect.
• Waiting for the Meta window when it is not available. If the page says dedicated WhatsApp is not available yet, try again later; meanwhile the shared number is used.
• Closing the Meta window before it finishes. The connection is not saved and you can simply start again with Connect WhatsApp.
• Thinking your own number makes everything free. Metered messages still use your prepaid messaging credits.
• Not knowing your messages fell back to the shared number. If a template for your own number is not approved yet, Zelun does not quietly send from the shared number; that message is not sent and the page can show a send issue.

Read the WhatsApp inbox article to see how replies arrive, and the articles about reminders and about what messaging includes.