Connect your shop's own WhatsApp number (Meta or Twilio)

Zelun sends your appointment messages over WhatsApp for you. By default they go out from a shared platform sender, one number that Zelun runs for every shop. This works on every band, with nothing to set up.

Shops on higher bands (Small, Growing and Larger) can also have their own sender. Your clients then see your shop's own WhatsApp display name instead of the shared number. A dedicated sender is a feature of those bands, not a separate add-on. It does not make messages free: messages that are metered still use your prepaid messaging credits, and appointment messages on the shared sender keep their fair-use limit. Ask your account manager if you are unsure where your shop stands.

You connect your own sender in the Notification sender panel. There you choose how to connect:

• Connect via Meta. You bring your own WhatsApp Business number and link it through a short sign-up window from Meta.
• Connect via Twilio. You use a WhatsApp-enabled number from your own Twilio account.

Once one is connected, the screen shows Connected via Meta or Connected via Twilio, and the choice is not offered again.

1. A band that includes a dedicated sender. The panel says so: "Dedicated sender is a band entitlement". On other bands the panel explains why your shop is on the shared number and no connect option appears.
2. For Meta: a WhatsApp Business number you control, and a business verified with Meta (Meta Business Verification). You will pick your WhatsApp Business account and number in Meta's window.
3. For Twilio: your own Twilio account, with three things from it: your Twilio account identifier, the Auth token, and a WhatsApp-enabled number to use as the WhatsApp from number.
4. An account that can open the WhatsApp page. The Notification sender panel is on the WhatsApp page, in the Setup group of the side menu, and it is only available to accounts with that access. If you cannot find it, ask the person who manages your company account.

The Meta option is not always on offer. Zelun itself has to be approved by Meta as a technology partner before shops can connect through the sign-up window. Until then the panel shows that dedicated WhatsApp is not available yet and only the Twilio option appears.

Connect through Meta

1. Open WhatsApp in the side menu. The page shows the status of your sender and the Notification sender panel.
2. Under Choose how to connect WhatsApp, read what each option needs.
3. Press Connect WhatsApp. A Meta window opens.
4. In the Meta window, sign in, choose your business, create or pick your WhatsApp Business account and phone number, confirm the code Meta sends to that number and accept Meta's terms.
5. Close the window when Meta says it is done. Zelun finishes the connection by itself and the panel changes to Connected via Meta, with your WhatsApp display name.

Connect through Twilio

1. Open the same Notification sender panel.
2. Fill in the three fields: your Twilio account identifier (the first field), Auth token and WhatsApp from number.
3. Press Connect Twilio. Zelun checks the details with Twilio before saving anything.
4. When they are accepted, the fields clear and the panel shows Connected via Twilio. The Auth token is stored privately and is never shown again.

Afterwards

• On a Meta connection, Rotate WhatsApp token lets you replace the stored access token if you need to. The WhatsApp page also has a Rotate token button that opens a confirmation window, Rotate access token. The old token stops working at once, so sends fail until the new one is in place; press Rotate now only when you mean it.
• If a send fails, the panel shows Last send issue with what went wrong.

• Before you connect: WhatsApp reminders and notices come from the shared platform number.
• After you connect: they come from your own number and display name, and replies from clients land in your WhatsApp inbox.
• If your band later drops below the one that includes a dedicated sender, your connection is kept but messages go out from the shared number again. Moving back up restores it without signing up again.
• Your clients are never switched to another company's sender, and nobody else can use your connection.

• Expecting a connect button on every band. Without the right band there is nothing to connect.
• Waiting for the Meta window when it is not available. If the panel says dedicated WhatsApp is not available yet, use Twilio or try again later.
• Typing the wrong Twilio details. Twilio can answer that the account identifier and Auth token pair was rejected, or that the number is not WhatsApp-enabled on that account. Nothing is saved until Twilio accepts the details.
• Closing the Meta window before it finishes. The connection is not saved and you can simply start again with Connect WhatsApp.
• Thinking your own number makes everything free. Metered messages still use your prepaid messaging credits.
• Not knowing your messages fell back to the shared number. If a template for your own number is not approved yet, Zelun does not quietly send from the shared number; that message is not sent and the panel can show a send issue.

Read the WhatsApp inbox article to see how replies arrive, and the articles about reminders and about what messaging includes.