Getting Started with WhatsApp Business on JustCall
Message customers3 min readUpdated 2026-03-12
Getting Started with WhatsApp Business on JustCall
JustCall's WhatsApp integration lets you send and receive WhatsApp messages from the same inbox where you manage SMS and calls. Your team sees all customer conversations in one place.
Available on: Pro Plus plan and above (WhatsApp add-on required)
Prerequisites
Before connecting WhatsApp to JustCall, you need:
- A Facebook Business Manager account — this is where Meta verifies your business identity.
- A verified Facebook Business account — Meta must verify your business before you can use the WhatsApp Business API.
- A phone number for WhatsApp — this can be a new number or an existing number not already registered with WhatsApp. The number cannot be currently active on WhatsApp personal or WhatsApp Business app.
Connect WhatsApp to JustCall
- Go to Settings → Integrations → WhatsApp.
- Click Connect WhatsApp.
- JustCall opens the Meta Business Suite connection flow. Log in with your Facebook Business Manager credentials.
- Select or create a WhatsApp Business Account within Meta.
- Add a phone number for WhatsApp messaging.
- Verify the phone number via SMS or voice call.
- Complete the setup. JustCall confirms the connection.
Your WhatsApp number now appears in the JustCall sidebar under your messaging channels.
WhatsApp vs SMS: Key Differences
| SMS | ||
|---|---|---|
| Delivery | Over internet (Wi-Fi or data) | Over cellular network |
| Read receipts | Yes (blue checkmarks) | No (delivery confirmation only) |
| Rich media | Images, video, audio, documents, location, contacts | MMS only (US/Canada), limited formats |
| Message templates | Required for outbound (business-initiated) messages | Not required |
| Conversation window | 24 hours after last customer reply | No window restriction |
| Global reach | 2B+ users in 180+ countries | Carrier-dependent, country-specific regulations |
| Cost model | Per-conversation pricing (24-hour windows) | Per-segment pricing |
The 24-Hour Conversation Window
WhatsApp enforces a 24-hour messaging window:
- Customer-initiated: When a customer messages you, a 24-hour window opens. During this window, you can send any message (no template required).
- Business-initiated: To message a customer outside the 24-hour window, you must use an approved message template (see WhatsApp Message Templates).
- The window resets each time the customer replies.
This means your first outbound message to a customer (or any message outside an active window) must be a pre-approved template.
Sending Your First WhatsApp Message
Replying to an incoming message
- Open the conversation in your JustCall SMS Inbox.
- WhatsApp conversations are marked with the WhatsApp icon.
- Type your reply and click Send. Within the 24-hour window, you can send any text or media.
Starting a new conversation (business-initiated)
- Open a new conversation and select your WhatsApp number as the sender.
- Enter the recipient's phone number (must have WhatsApp installed).
- Select an approved message template from the template picker.
- Fill in any template variables (e.g., customer name, appointment date).
- Click Send. Once the customer replies, the 24-hour freeform window opens.
WhatsApp Number Display Name
Your WhatsApp business profile shows a display name that recipients see. This name:
- Must match your registered business name.
- Is reviewed and approved by Meta.
- Cannot be changed frequently (Meta limits name changes).
Set your display name during the WhatsApp Business Account setup in Meta Business Suite.
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