This article walks you through connecting your agency's WhatsApp Business account to Rex, adding more numbers, and what to expect on the Meta screens along the way.
🔒 Please Note: You'll need to be an admin with the privilege to manage integrations to connect WhatsApp. You'll also need the phone that runs WhatsApp Business with you while you set it up.
Before you start, check you have everything listed in - WhatsApp Integration: Introduction.
How Do I Connect WhatsApp to Rex?
- Go to Settings > Admin > Integrations.
- Click Discover, find WhatsApp and click Activate.
- Read the consent confirmation and tick the box to confirm.
- Click Connect WhatsApp Account. A Facebook window opens.
- Sign in to Facebook and follow the Meta screens. When you reach the end, click Finish.
- Meta shows a QR code. Open WhatsApp Business on the phone, go to Settings > Account > Business Platform and scan the QR code from there.
- When WhatsApp asks whether to share your past conversations, approve it on the phone if you want up to six months of history brought into Rex.
When it's done, Rex shows a Connection is Active panel on the WhatsApp integration.
❗ Please Note: Scan the QR code from inside the WhatsApp Business app, not with the phone's camera. The camera won't connect the account.
Once connected, choose which team members can see the conversations. See - Choosing Who Sees WhatsApp Messages.
What Will I See on the Meta Screens?
Meta's setup screens are designed for businesses that send messages through the WhatsApp platform, so a few things may look unexpected:
- "Rex Reach" - you may see the connection named Rex Reach. This is Rex, so you can continue.
- Sending and payment prompts - Meta may ask about message sending or payment details. Rex only reads your conversations and doesn't send messages, so there's no charge from Meta for the integration.
- Pre-ticked boxes - leave Meta's default selections as they are unless you have a reason to change them.
❗ Please Note: After you connect, your clients may see a notice in their chat with you saying "This business is now using a secure service from Meta". This is a standard WhatsApp message and doesn't need any action from you or your clients.
How Do I Connect Another Number?
Each WhatsApp Business number is its own connection. To add another, such as an agent's own number:
- Go to Settings > Admin > Integrations and Activate WhatsApp again.
- Give the connection a name, such as the agent's name or "Office".
- Follow the same steps above with the phone for that number.
❗ Please Note: Each connection needs its own name. If you leave the name blank, you'll see "Service names must be unique".
What If I See "Connect Refused"?
This means Meta didn't finish the connection. Check that:
- The number is on the WhatsApp Business app, not personal WhatsApp.
- WhatsApp Business is up to date on the phone.
- You scanned the QR code from Settings > Account > Business Platform in WhatsApp Business.
Then try connecting again. If it still won't connect, contact Rex Support.
How Do I Disconnect WhatsApp?
Go to Settings > Admin > Integrations, open the WhatsApp connection and click Deactivate. Rex stops recording new WhatsApp messages from that number. Messages already in Rex stay on the contact records.
❗ Please Note: Deactivating in Rex doesn't remove Rex's access on Meta's side. To remove it completely, also remove Rex from your business settings in Meta.
❓ FAQs
Do I need to keep the phone nearby after connecting?
No, but open the WhatsApp Business app on the phone at least once a fortnight. If the app isn't opened for about two weeks, WhatsApp may disconnect and messages stop coming into Rex.
I declined sharing past conversations. Can I bring them in later?
Yes. Remove Rex from the WhatsApp Business app, then connect again in Rex. WhatsApp will ask you again.
Can our agents connect their own numbers?
Connecting needs an admin in Rex, plus the agent's phone to scan the QR code. Many agencies have the admin and agent sit down together for a few minutes.
Does connecting change anything in the WhatsApp Business app?
Yes, a few things, such as broadcast lists turning off and linked devices needing to be linked again. See - WhatsApp Integration: Introduction.