Channel · WhatsApp Cloud API
WhatsApp Business API, connected properly
PingSetu connects to Meta's WhatsApp Cloud API so your team can share one business number, send approved templates, run automations and keep every conversation on a CRM record.
Background
WhatsApp Business app, or the Cloud API?
The WhatsApp Business app works well when one person answers customers from a phone. It gets harder when several people need to reply, when you want automation, or when the conversations need to connect to a CRM.
The WhatsApp Business Platform — usually called the WhatsApp Business API — is built for that. The Cloud API is the version Meta hosts, so there are no servers for you to run. Software like PingSetu connects to it on your behalf and provides the inbox, automation and reporting on top.
In short
Business app: a phone app for a business owner. Free, quick to start, built around one person replying by hand.
Cloud API: the programmable platform hosted by Meta. Needed for a shared team inbox, automation, CRM integration and template messaging at scale.
What is supported
What the WhatsApp connection includes
Embedded Signup onboardingAvailable
Connect a number from inside PingSetu: choose or create a business portfolio and WhatsApp Business Account, then verify the number.
Message templatesAvailable
Create templates with variables and media, submit them to Meta, and see approval status sync back. AI can help draft template copy.
Session and template messagingAvailable
Free-form replies inside the 24-hour window; approved templates outside it.
Interactive messagesAvailable
Reply buttons, list messages and product messages.
WhatsApp FlowsAvailable
Build, version and publish native in-chat forms, with response data written back to the contact.
MediaAvailable
Send and receive images, video, documents and audio.
Delivery and read statusAvailable
Sent, delivered and read events from Meta's webhooks, surfaced in the inbox and campaign reports.
CatalogAvailable
Sync products to a Meta catalog and share them in chat with the ecommerce module.
On-premises APINot supported
PingSetu uses the Meta-hosted Cloud API only.
Before you start
Prerequisites
- A Meta business portfolio, and a Facebook login with admin access to it.
- A phone number — real or virtual — that can receive a verification code by SMS or voice call, and that you are ready to register on the platform.
- A display name that matches your business and follows Meta’s display name guidelines.
- A way to collect customer opt-in before you send them templates — a website form, checkout checkbox, or the customer messaging you first.
Setup
How connection works in PingSetu
- 1
Start Embedded Signup
From channel settings, open Meta's signup window without leaving PingSetu.
- 2
Choose your business portfolio and WhatsApp Business Account
Select existing ones or create them in the same window.
- 3
Add and verify the number
Enter the number and display name, then confirm with the code Meta sends.
- 4
Create your first templates
Submit the templates you will need for follow-ups and notifications; review can take up to 24 hours.
- 5
Route conversations
Set an assignment rule or a greeting flow so new messages have an owner from day one.
Rules worth knowing
Templates, the service window and messaging limits
The 24-hour customer service window
When a customer messages you, a 24-hour window opens in which you can reply freely. Outside it, you can only send approved templates.
Template categories
Every template is marketing, utility or authentication. Utility templates must be non-promotional and tied to something the customer did or requested; authentication templates are for one-time passcodes. Meta can recategorise a template it considers mislabelled.
Messaging limits
Meta limits how many unique customers a business portfolio can message outside the service window in a rolling 24 hours. New portfolios start at 250; completing business verification or sending enough high-quality messages unlocks 2,000, and limits then scale automatically to 10,000, 100,000 and unlimited as quality and usage allow. The limit is shared by all numbers in the portfolio.
Pricing
Since July 2025 Meta charges per delivered template message, by category and the recipient’s country. Non-template replies inside the service window are free, and so are utility templates sent inside an open window. Meta updates rates on a published schedule, so check its current rate card.
Sources: Meta’s pricing, messaging limits and templates documentation. Last checked October 2026.
FAQ
Frequently asked questions
What is the WhatsApp Business API?
Do I need a Facebook account or business portfolio?
Do I need business verification to start?
How long does template approval take?
Who do I pay for WhatsApp messages?
Can I keep using the WhatsApp Business app on my number?
Ready to connect your number?
Start a trial and run Embedded Signup yourself, or book a demo and we will go through prerequisites with you first.
WhatsApp is a trademark of Meta Platforms, Inc. PingSetu is an independent product and is not endorsed by Meta. Questions? Contact us.