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This guide takes you from a bare Meta account to a WhatsApp Business number that answers voice calls with your AI agent and handles messages in the VoiceInfra inbox. Everything on the Meta side is shared between the two, so work through the Meta steps once, then connect whichever capabilities you need.
WhatsApp has two separate integrations in VoiceInfra, configured in different places:
  • Voice calling — added under Phone Numbers, and inbound only
  • Messaging — added under Social Platforms
You can connect either or both to the same WhatsApp Business number.

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What you need before you start

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Step 1: Set up Meta Business Manager

Meta Business Manager is the hub for your business assets on Facebook and Instagram.
1

Create an account if you do not have one

Go to business.facebook.com and create your account. Complete business verification with the documentation Meta asks for, then add your business information and a payment method.
2

Check your access level

If you already have a Business Manager, make sure you have Admin access. Without it you cannot create the WhatsApp Business Account or the developer app.

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Step 2: Set up a WhatsApp Business Account

1

Create the account

In Business Settings, go to Accounts → WhatsApp Business Accounts, click Add, and choose Create a new WhatsApp Business Account.
2

Add and verify your number

Enter the business phone number and verify ownership by SMS or voice call.
3

Complete verification

Finish Meta’s business verification. If you are reusing an existing WhatsApp Business Account, just confirm it is connected to your Business Manager.
The number you verify here is the one that will appear in the dropdown when you generate your access token in the next step.

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Step 3: Create the developer app and get your credentials

You need two values from Meta: a Phone Number ID and an Access Token.
1

Create the app

Go to developers.facebook.com and click Create App. Give it a name and continue.
2

Choose the app type

Select Other from the use-case list, then choose Business as the app type. Connect the business portfolio you created in step 1 and click Create App.
3

Add WhatsApp to the app

On the app dashboard, click Set up next to WhatsApp. Refresh the page once it finishes — you will then see WhatsApp in the left-hand panel.
4

Open the API setup page

Click WhatsApp in the side panel, then click Start using the API.
5

Select your number

The dropdown on the next page lists the number you verified in the WhatsApp Business Account. Select it.
6

Generate and copy your credentials

Click Generate Access Token. Copy the token — this is your Access Token. Also copy the Phone Number ID shown on the same page. You need both in step 4.
Treat the access token like a password. VoiceInfra encrypts it at rest and never displays it again after you save.

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Step 4: Connect the number in VoiceInfra

1

Open Phone Numbers

In the VoiceInfra portal, go to Phone Numbers — or open portal.voiceinfra.ai/phone-numbers directly.
2

Add a phone number

Click Add Phone Number and choose WhatsApp Business from the connection methods.
3

Enter your number

Give the number in E.164 format, including the country code.
4

Paste your Meta credentials

In the Meta Business API section, paste the Phone Number ID and the Access Token you copied from the developer dashboard.
5

Configure call settings

Under Call Settings you can set:
  • Noise cancellation — reduces background noise on inbound calls to this number
  • Media encryption — Disable, Allow, or Require SRTP for inbound call media. Require rejects any call that cannot be encrypted.
6

Connect

Click Connect. When it finishes you will see Integration Complete! and the number appears in your list.
7

Assign an assistant

On the number’s detail page, use Assign to an Assistant to choose the agent that answers calls on it.
WhatsApp numbers are shown as Inbound Only — receive calls only. Outbound calling over the WhatsApp Business API is not available yet.

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Step 5: Enable voice calling in Meta

Calls will not reach VoiceInfra until you switch calling on for the number in Meta.
1

Open your number in WhatsApp Manager

Go back to WhatsApp Business Manager and select your number from Account Tools → Phone Numbers.
2

Turn on Allow Voice Calls

On the number’s details page, open the Call Settings tab and enable Allow Voice Calls.
That is the calling setup complete. If you also want messaging, continue below.

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Step 6: Add messaging (optional)

Messaging gives you an AI inbox: your agent replies to WhatsApp messages, qualifies leads, books appointments, and escalates to a person when needed. It is configured separately from calling.
1

Open Social Platforms

Go to Social Platforms in the sidebar and click Add integration.
2

Choose WhatsApp Business

Select WhatsApp Business. Instagram Messaging, Facebook Messenger, and Telegram are listed but not yet available.
3

Enter the basics

Give the integration a Friendly Name and enter the WhatsApp phone number.
4

Add your Meta credentials

Enter the same Phone Number ID and Access Token from step 3.
5

Choose an assistant

Optionally select an AI assistant to answer messages automatically. You can change this later, or add one afterwards — without one, messages are still received and stored, but no automatic reply is sent.
6

Review and create

Check the details and click Create Integration.

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Point Meta’s webhooks at VoiceInfra

Messaging needs Meta to send events to VoiceInfra. After creating the integration:
1

Copy the webhook details

Open your WhatsApp integration in Social Platforms and go to the Webhook Config tab. Copy the Webhook URL and the Verify Token.
2

Configure the webhook in Meta

In Meta Business Suite → WhatsApp Manager → Webhooks, click Configure Webhook, paste both values, and subscribe to the messages and messaging_postbacks events.
3

Verify and save

Click Verify and Save. The Webhook Status on your VoiceInfra integration should now read active, and inbound messages will start arriving in the Conversations tab.
If you regenerate the verify token in VoiceInfra, the old one stops working immediately and you must paste the new one into Meta or webhooks will fail.

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What you get

Recordings, transcripts, summaries, and extracted fields work on WhatsApp calls exactly as they do on any other channel, so you can measure and improve the same way.

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Troubleshooting

The number has to be verified inside the WhatsApp Business Account first, and that account has to belong to the same business portfolio as the developer app. Check both under Business Settings.
The most common cause is Allow Voice Calls still being off in WhatsApp Manager under the number’s Call Settings tab. Nothing reaches VoiceInfra until it is enabled.
Messaging is a separate integration under Social Platforms — adding the number under Phone Numbers does not enable it. You also need the webhook configured and the messages event subscribed in Meta.
That is expected. Outbound calling over the WhatsApp Business API is not available yet. Numbers added this way are marked Inbound Only. Use a standard SIP number or PBX extension for outbound.
Deleting a WhatsApp number requires your WhatsApp Business API Access Token, which VoiceInfra uses to disable the SIP configuration on Meta’s side. Removing it from VoiceInfra does not affect your Meta account, your number, or your messaging history.
Yes, and it is the common setup. Both integrations can point at the same WhatsApp Business number, and each is assigned an assistant independently.