Do I need a Meta Business account?

Yes. The WhatsApp Business Cloud API needs a verified Meta Business account and a dedicated phone number. Once verified, copy the access token, phone number ID and business account ID from Meta into the channel settings. WhatsApp is part of Premium.

What happens after 24 hours?

Zono sees that the 24-hour window has closed and sends your pre-approved reply template instead. If you have not set one up, the message is held back and your agent is asked to pick a template, so nothing fails silently.

Can I run multiple WhatsApp numbers?

Yes. Add one WhatsApp channel per number. Each channel uses its own phone number and can route its messages to its own department.

WhatsApp channel, Customer ↔ Agent

Answer WhatsApp from the same inbox as everything else

WhatsApp Business Cloud API with 24-hour customer-service window tracking, template message fallback, delivery receipts, and rich-media inbound.

Start free See it in the live demo

No credit card. Email, live chat, portal and knowledge base included.

app.zono.support/tickets/4271

WhatsApp ticket

Header menu not collapsing on mobile

WhatsAppTicket #4271

Open

J

Jan Kowalski4 min ago

Hi! Bought the theme yesterday. Mobile menu does not work. Can you fix? 🙏

D

Dana. Maxima supportjust now

Hi Jan, verified your license, can reproduce on iOS 17. We are shipping a fix in 3.4.2 tonight; I will update this thread when it goes live.

Type a message…

Reply will go out from +1 555 0142 (Zono Business)

24h window

Tracked automatically

Templates

Outside the window

Multi-number

One channel per phone

WhatsApp support is hard. Until it isn't.

WhatsApp is huge outside the US

For LATAM, India, MENA, and SE Asia, WhatsApp is the inbox. If you do not show up there, you lose deals.

The 24-hour rule eats teams alive

Meta only lets you send free-form messages within 24h. Miss the window and your reply silently fails, unless your platform handles templates for you.

How it works

WhatsApp, from first message to resolved.

Message starts a ticket

Inbound text, media, location, and interactive replies all become tickets automatically.

24-hour window tracked

Zono tracks the customer-service window so you always know when free-form replies are allowed.

Templates outside the window

Past 24 hours, outbound falls back to your pre-approved template messages with no silent failures.

Delivery confirmed

Sent, delivered, read, and failed statuses sync from Meta against each message.

Everything WhatsApp support should be.

24-hour window tracking

The customer-service window is tracked automatically so you always know when free-form replies are allowed.

Template fallback

Outside the window, outbound falls back to your pre-approved template messages.

Rich inbound

Text, images, video, audio, documents, location, buttons, and interactive lists all come through.

Delivery status

Read, delivered, sent, and failed updates sync from Meta webhooks.

Multi-number support

Run one channel per WhatsApp Business phone number.

Verified webhooks

X-Hub-Signature-256 verification plus the hub.challenge handshake.

Wherever your customers reach out.

Email

Channel

Live Chat

Channel

Slack

Channel

Discord

Channel

Instagram

Channel

Messenger

Channel

LINE

Channel

TikTok

Channel

AI Agent

Channel

WhatsApp questions

Connect WhatsApp

One inbox. Connect WhatsApp and answer from one inbox.

Start free See it in the live demo

No credit card. Email, live chat, portal and knowledge base included.