Connect WhatsApp for support conversations
Before you begin
Open **Settings → Channels → WhatsApp** with access to the business assets and phone number you intend to use. Connecting a channel and changing access to business assets should be performed by the authorized business owner. Workspace availability and provider approval can affect which actions are available.
Connect the account
1. Review the connection status and setup guidance.
2. Use **Connect WhatsApp** when available.
3. Complete the setup popup, select or create the intended business assets, and verify the intended phone number.
4. Return to Fusion and wait for the connected status.
5. Check the business, WhatsApp account, phone number, verification, and webhook-subscription information shown.
Review support reply behavior
The **Support Window** section describes customer-service-window restrictions and template controls. Enable template management and select a suitable approved template only when your business needs that route. Enabling a switch does not approve a template or guarantee that the provider accepts a message.
Verify the customer journey
Send an authorized test message from a separate customer account and confirm it reaches the Inbox. Reply from the Inbox and inspect its actual delivery state. Keep the selected number and business identity consistent throughout the test.
If setup is incomplete
Check the status tiles and finish any pending provider verification. Allow the setup popup for the legitimate connection flow. Do not paste access tokens into support conversations. If a channel is unavailable, include a redacted screenshot of its status when asking for help.