Connecting Your WhatsApp Business Account to QuestionPro

This guide walks you through collecting the four values QuestionPro needs to send WhatsApp messages on your behalf. Collecting the values themselves takes about 15–20 minutes. Note that two Meta prerequisites — Business Verification and a payment method — can take a few days to clear before you can send at full volume; see Before you go live below.

The four values you will collect

Note: The Phone Number ID is not your phone number. It is a separate internal ID that Meta assigns.

Receiving status updates (webhook): To also receive message delivery/read status and template-approval updates, you configure a webhook using two more values — your App Secret and a Verify Token you choose yourself. See Part D.

This is the single most common source of confusion. Meta splits WhatsApp setup across two completely separate websites. You will move between them. Always check which site you are on before following a step.

If you already have a WhatsApp Business Account with a registered phone number connected to a Meta App, skip straight to Part B. Otherwise, complete these steps first.

Step 1 — Create a Meta Business Account

1. Go to business.facebook.com.
2. Click Create account and enter your business name, your name, and business email.
3. Confirm the verification email that Meta sends you.

Step 2 — Create a WhatsApp Business Account

Still on business.facebook.com:

1. Open Settings (or go directly to business.facebook.com/settings).
2. In the left menu, under Accounts, click WhatsApp accounts.
3. Click Add and follow the prompts to create a WhatsApp Business Account.

Step 3 — Add and Verify Your Phone Number

Inside your WhatsApp account:

1. Inside your WhatsApp account, go to Phone numbers → Add phone number.
2. Enter the number and verify it with the code sent by SMS or call.

Important: This number must not already be active on the regular WhatsApp or WhatsApp Business mobile app. If it is, remove it from that app first, then add it here.

Step 4 — Create a Meta App

Now switch to the other website, developers.facebook.com:

1. Go to developers.facebook.com/apps.
2. Click Create App.
3. Meta’s create flow is use-case-first and its wording changes often. When asked what you want your app to do, select the WhatsApp use case → Next, then select the Business app type → Next.
4. Give the app a name, confirm the business portfolio it belongs to, and click Create App.

Value 1 — Phone Number ID

Website: business.facebook.com

1. Go to business.facebook.com/settings.
2. In the left menu, under Accounts, click WhatsApp accounts.
3. Select your WhatsApp account, then open the Phone numbers tab and click your phone number.
4. The Phone Profile panel opens. At the top, next to ID, you will see your Phone Number ID. — copy it. (This is Value 1.)

Value 2 — WhatsApp Business Account ID (WABA ID)

Website: business.facebook.com

1. While still in Settings → WhatsApp accounts, select your WhatsApp account from the list.
2. In the panel on the right, the account name appears at the top with an ID directly beneath it. That number is your WhatsApp Business Account ID — copy it. (This is Value 2.)

Tip: This same screen also shows Business verification and Account status — both should read as verified/approved before you send at volume (see “Before you go live”).

Value 3 — Meta App ID

Website: developers.facebook.com

1. Go to developers.facebook.com/apps.
2. Find your app under My Apps. The App ID is printed on the app’s card, directly under the app name. Copy it. (This is Value 3.)

Why we need the App ID: QuestionPro uses it to upload media (images) for your message templates. Meta’s media upload API is tied to your App ID (graph.facebook.com/<version>/<APP_ID>/uploads), so without it, templates that contain media cannot be created.

Value 4 — Access Token (Permanent System User Token)

Website: business.facebook.com

Create a System User — a service account that is not tied to any one person, so the token keeps working even if staff change. You can always revoke this token.

4a — Create a System User

1. Go to business.facebook.com/settings.
2. In the left menu, under Users, click System users.
3. Click Add, give the user a name (e.g. QuestionPro Integration), set the role to Admin, and click Create system user.

4b — Assign the Required Assets

The System User must have access to both your WhatsApp account and your App.

1. Select the System User you just created, then click Assign assets (also labelled Add assets).
2. Assign your WhatsApp Business Account and grant it Full access (also shown as Full control).
3. Assign your App and grant it Full access as well.
4. Save.

When done, the System User’s Assigned assets tab should show both your App and your WhatsApp account with Full access, and a Generate token button in the top right.

4c — Generate the Token

1. With the System User still selected, click Generate token (top right).
2. Select your App from the dropdown.
3. For Token expiration, choose Never so the token does not expire.
4. Tick the following permissions:
   • whatsapp_business_messaging — required (lets us send messages)
   • whatsapp_business_management — required (lets us manage templates)
5. Click Generate token.
6. Copy the token immediately and store it somewhere safe. Meta shows it only once — you cannot view it again after closing the dialog. If you lose it, simply generate a new one. (This is Value 4.)

Paste each value into its matching field in QuestionPro:

Save the settings to complete the connection.

A webhook lets Meta notify QuestionPro about message delivery/read status and template approval/rejection. This is separate from sending, and it uses two more Meta values: your App Secret and a Verify Token that you choose. Your Meta App must also be published (set to Live) for these updates to arrive.

Read this first — the order matters

When you save the Callback URL in Meta, Meta immediately calls QuestionPro to verify it, sending along your Verify Token. If QuestionPro does not already hold the same token, verification fails. So always follow this order:

1. Enter the App Secret and Verify Token in QuestionPro first (the WhatsApp integration screen — "Add Webhook Configuration") and save.
2. Then enter the Callback URL and the same Verify Token in Meta.

Doing it the other way round is the most common reason webhook verification fails.

D1 — Get your App Secret

Website: developers.facebook.com

1. Open your app, then in the left menu go to App settings → Basic.
2. Near the top you’ll see App secret (masked). Click Show, re-enter your Facebook password when prompted, and copy the value.

QuestionPro uses the App Secret to confirm that incoming webhook calls genuinely come from Meta. Keep it secret; if you ever reset it here, you must update it in QuestionPro too.

D2 — Choose a Verify Token

The Verify Token is not issued by Meta — you invent it. Pick any hard-to-guess string (for example, a random 20+ character string). You will enter this exact same value in both QuestionPro and Meta. It is only used during the one-time verification handshake.

D3 — Enter both in QuestionPro (do this before Meta)

On the QuestionPro WhatsApp integration screen (“Enter your Meta App credentials…”), paste your App Secret and your Verify Token, then save.

D4 — Find your Callback URL

Your Callback URL depends on which QuestionPro data center (DC) your account is on. Use the row for your DC:

D5 — Add the Webhook in Meta

Website: developers.facebook.com

The webhook settings live in one of two places, depending on your app — check both:

1. Most apps: your app → WhatsApp → Configuration (on newer apps this is under Use cases → Customize → Configuration).
2. Some apps: a separate Webhooks section in the left menu. Open it and choose the WhatsApp Business Account object.
3. In the Callback URL field, paste your DC’s URL from D4.
4. In the Verify token field, paste the same token you entered in QuestionPro (D2/D3).
5. Click the Verify and save button. Meta calls QuestionPro immediately. If it fails, Meta shows "The callback URL or verified token couldn't be validated…" and won't save. If it succeeds, the Callback URL is saved with no error — that's your confirmation the handshake passed.
6. Under Webhook fields, click Manage and subscribe to these two fields:
   • messages
   • message_template_status_update

Important: A verified Callback URL alone delivers nothing — you must subscribe to the two fields above.

D6 — Set your App to Live

At the top of the App Dashboard, switch App Mode from Development to Live. In Development mode Meta only sends webhooks for people who have a role on the app, so real customer status updates will not arrive until the app is Live.

You can connect QuestionPro with the values above and send a small number of test messages immediately. To send at production volume and reliably receive status updates, make sure all three of the following are in place. The first two can take a day or two to clear, so start them early.

Which value comes from where — at a glance