Numbers and accounts

Numbers and accounts is where you look after the WhatsApp Business Accounts (WABAs) and phone numbers connected to IconEngage once they are set up. To connect your first number, follow Connect your WhatsApp number.

Open the page

Go to WhatsApp › Numbers and accounts. The page is headed WhatsApp.

What you see depends on how many accounts you have connected.

• One account: the account opens straight away, with four tabs: Overview, Business profile, Diagnostics and Activity.
• Two or more accounts: you see a Business accounts list with one row per account. The Health column shows each account's status, Numbers shows how many numbers it holds, and Last activity shows when anything last happened. Accounts with a problem are marked Needs attention, and a line above the list counts them. Click Manage on a row to open that account.

The top of the page also has Refresh (reloads the list) and Webhook activity (opens the Webhook log). If your plan limits how many numbers you can have, a line such as "1 of 1 WhatsApp numbers used" appears here as well.

What the Overview shows

Three summary cards sit at the top:

• Phone number: the number, its display name, the Phone number ID and the WABA ID. If the account has more than one number, See every number takes you to the full list.
• Meta Business: Quality rating, Messaging limit, Display name review and Account review. Open at Meta opens the account in Meta's WhatsApp Manager, where you change the things only Meta controls, such as the display name. For more on these, see Quality and messaging limits.
• Settings: Configure takes you to the business profile, registration and PIN for the number.

Below the cards:

• Business account: name, WABA id, Account review, Timezone id, when it was Connected and Last synced, and whether an Access token is Configured. Only the last four characters of the token are shown.
• Connection health: Last webhook, the Webhook subscription (Subscribed at Meta or Not subscribed) and when it was Checked.
• Phone numbers: a table with Number, Verified name, Quality, Messaging limit, Status and Last webhook. Click a number to open its page.

Health statuses

If an account is disconnected or stops receiving webhooks, a banner appears at the top of every page, for example "WhatsApp is disconnected" or "WhatsApp webhooks are not subscribed". Click Go to WhatsApp settings to fix it, or Dismiss for this session to hide the banner for now.

Alerts on the page

The page also shows alerts when you need to act:

• Registration pending: the number is connected but not registered, so it can't send or receive yet. Click Register the number.
• Display name in review or Display name declined: customers see your number instead of your name. Messages still send. You submit a new name in WhatsApp Manager at Meta.
• Message quality is low or Message quality has dropped: see Quality and messaging limits.
• Account review: Meta is still reviewing the account, and some features stay limited until it finishes. You don't need to do anything.
• Add a payment method in Meta: Meta bills template messages to the WhatsApp Business Account. Without a payment method on the account, Meta refuses templates (error 131042). Click Dismiss once you have added one.

The account page

Click Manage next to an account to open its WhatsApp account page. It brings everything for one account together:

• the same alerts, summary cards and account details as the Overview
• Diagnostics (see below)
• Conversions API, which can send conversions from Click-to-WhatsApp ads back to Meta (see Leads and attribution)
• Recent activity, the latest deliveries from Meta, with a link to All webhook activity for this account

Click Back to WhatsApp to return to the list.

The number page

Click a number in the Phone numbers table to open its Phone number page:

• Identity: Number, Phone number id, Display name, Name review, Quality rating, Messaging limit, Throughput, Status, Last synced and Profile last written.
• Registration: whether the number is Registered at Meta, plus the two-step verification PIN controls.
• Quality and limit history: see Quality and messaging limits.
• Business profile: see Business profile.
• Webhook activity for this number.

Sync an account

Syncing asks Meta for the account's current numbers and settings. It also subscribes the account to webhooks again if the subscription was lost.

1. Go to WhatsApp › Numbers and accounts and open the account.
2. Click Sync.

You'll see "Sync started" and then "WhatsApp synced" once the numbers and settings match Meta. If it says "Still syncing", click Refresh in a moment.

Replace the access token

Do this if you connected with a system-user access token and that token has expired or been revoked.

1. Open the account and find Business account.
2. Click Replace token.
3. Paste a new system-user access token from Meta Business Manager.
4. Click Replace token.

IconEngage checks the new token against every connected account before saving it. Every connected account then uses the new token. Tokens are stored encrypted and are never shown again.

Connect another account

1. Go to WhatsApp › Numbers and accounts.
2. Click Connect another account, or Connect another with an access token if you connect with a token.
3. Follow the same steps as the first time. See Connect your WhatsApp number.

If your organisation is at its number limit, both buttons are turned off and a note explains why: "Your plan allows 1 WhatsApp number. Contact IconEngage to add more."

Register a number, set its PIN or deregister it

WhatsApp asks for a 6-digit two-step verification PIN whenever a number is registered. IconEngage sends the PIN to Meta once and never stores it.

To register a number:

1. Open the number's page and find Registration.
2. Click Register number.
3. Enter the 6-digit PIN set for the number in WhatsApp Manager. If you haven't set one, choose one now and keep it somewhere safe.
4. Click Register number.

To set or change the PIN: click Set two-step PIN, enter six digits and click Confirm. Meta limits how often a PIN can be changed, so if you are refused, wait a while before trying again.

To deregister a number: click Deregister number and confirm. The number stops sending and receiving until you register it again with its PIN. The account stays connected.

Run a diagnostics check

A check asks Meta directly whether the account is reachable and still subscribed. It doesn't change anything.

1. Open the account (or the Diagnostics tab if you have one account).
2. Click Run a check.

The result is Everything is working, Working, with problems or Not working. Under What we found, each problem comes with a Next step. What was checked lists the access token, whether Meta is reachable, the webhook subscription, webhook delivery and number quality. Every check is recorded in the audit log.

Disconnect an account

Disconnecting stops messages for every number on the account. The token is revoked and IconEngage is unsubscribed at Meta.

1. Open the account.
2. Click Disconnect.
3. Type the account's name to confirm.
4. Click Disconnect.

You can connect the account again later.

Who can do this

See Roles and permissions.