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WhatsApp in Chatwoot

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harishmita

harishmita

Last updated on Oct 15, 2026

Connect your WhatsApp Business number to Chatwoot and your team can answer WhatsApp chats from a shared inbox, alongside your other channels. You can also send approved template messages, run broadcast campaigns, collect CSAT ratings and take WhatsApp calls.

What you can do on WhatsApp

Capability What it does Learn more
Shared WhatsApp inbox Customer messages arrive as conversations your team can assign, label, reply to and resolve Choose how to connect WhatsApp
Template messages Start a conversation, or reply after 24 hours, with a message Meta has approved Templates and the 24-hour window
Campaigns Send one approved template to every contact with chosen labels. Business plan and above. WhatsApp campaigns
CSAT surveys Ask for a rating when a conversation is resolved, even after the 24-hour window has closed CSAT surveys on WhatsApp
Calling Customers call your business from WhatsApp and agents answer in the browser WhatsApp calling
Account health See your number's status, messaging limit, display name review and business profile inside Chatwoot Manage your WhatsApp number

Plan & access

Chatwoot Cloud Self-hosted
WhatsApp inbox (any connection method) Startups plan and above, and the free trial. Not available on the free Hacker plan. Included
Quick setup with Meta (the fastest way to connect) Included from the Startups plan. During the free trial, click Request access on the setup screen and submit your use case to turn it on. Only if your installation has its own Meta app configured for it. Most self-hosted installations use manual setup.
WhatsApp campaigns: sending Business plan and above. Available automatically, no request needed. Not a premium feature. Works on Community Edition and is on by default.
Campaign analytics Business plan and above Enterprise plan only. Your installation's super admin turns on Campaign Analytics in Super Admin › Accounts › open the account › Edit, under Premium features, then clicks Save changes.
Calling Business plan and above Needs a paid self-hosted plan with Enterprise Edition, from v4.15.0. Installing the Enterprise Edition build alone does not enable it.
Templates, CSAT surveys, account health Every plan that includes WhatsApp Included

Who can do what:

  • Administrators connect inboxes and change inbox settings.

  • Agents added to the inbox answer conversations and send templates.

See Pricing & Plans for what each plan includes.

Your connection method decides what you can use

Chatwoot connects to WhatsApp in three ways. Choose before you connect, because some features only work with WhatsApp Cloud API.

Quick setup with Meta (WhatsApp Cloud API) Manual setup(WhatsApp Cloud API) Twilio
Setup effort A few minutes in a Meta window. No developer setup. Meta app, system user token and webhook Twilio account, credentials and webhook
Keep using the WhatsApp Business app on your phone ✅ (Coexistence) ❌ ❌
Template messages ✅ ✅ ✅ Twilio content templates
Campaigns ✅ ✅ ❌
CSAT surveys after 24 hours ✅ ✅ ✅
Calling ✅ ✅ ❌
Account health tab ✅ ✅ ❌
Available on Chatwoot Cloud Cloud and self-hosted Cloud and self-hosted

Using 360dialog? 360dialog is no longer offered for new inboxes. Existing 360dialog inboxes keep working for conversations but cannot use campaigns, calling or CSAT templates.

How to check what you have

  • Your inbox type: go to Settings › Inboxes and open your WhatsApp inbox. An Account Health tab means it is a WhatsApp Cloud API inbox.

  • Quick setup: on the WhatsApp setup screen, a Request access box instead of the connect button means Quick setup is not yet on for your account.

  • Campaigns: WhatsApp under Campaigns in the sidebar means campaigns are available for your account.

  • Calling: a Calls tab in the inbox settings means calling is available for your account.

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