Connect the WhatsApp Business API
Connect your clinic number to Meta's official WhatsApp Business API — requirements, step-by-step setup, number states and limits.
7 min read
In medical tourism, most patients contact the clinic on WhatsApp. MedicalGrow connects your number to Meta's official WhatsApp Business API: your whole team replies from the same number in one inbox, conversations are stored on the patient record, and nobody's phone has to be "the clinic phone".
This article walks you through the setup from start to finish. It takes about 15–20 minutes, and the number must be able to receive a code by SMS or call during setup.
What "official API" means, and why it matters
There are unofficial tools that imitate WhatsApp Web and work by scanning a QR code. They break WhatsApp's terms of service and can get the number permanently banned. The MedicalGrow connection is made through Meta's own setup window (Embedded Signup) and runs on Meta-approved partner infrastructure.
What "no ban risk" really means: your number won't be shut down because of the tool you use. You still need to follow Meta's messaging rules — unsolicited bulk messages, lots of blocks or reports, or prohibited content can restrict a number on the official API too. See WhatsApp rules and quality rating.
Before you start
| Requirement | Details |
|---|---|
| A suitable phone number | A number that can receive an SMS or voice call (a landline works too). The number must not currently be active on the WhatsApp or WhatsApp Business app — or you use the "Coexistence" option below. |
| Meta Business portfolio | The clinic's Meta Business portfolio (Business Manager). One can be created during setup, but it's better to create it beforehand and be an admin. |
| Facebook account | A personal Facebook account that is an admin (Full control) of the portfolio. Use the clinic owner's or a permanent admin's account. |
| Business verification (recommended) | Meta Business verification. Not mandatory, but it raises your messaging limit and makes display name approval easier. |
| Website | A live website that matches your display name. Meta checks it when approving the name. |
| Panel access | An Admin user with Settings access in MedicalGrow. |
Heads up
If the number is currently registered on personal WhatsApp, it can't be connected to the API. Back up your chats on the phone, then delete the account on that number via WhatsApp → Settings → Account → Delete my account. Wait a few minutes after deleting before starting the setup. Old chats from the personal account are not imported into the panel.
Which connection option is right for you?
| Your situation | Your option |
|---|---|
| A new number, or one never used on WhatsApp | Create a new WhatsApp business account (recommended) |
| The number is on the WhatsApp Business app on your phone and you want to keep using the app | Connect a WhatsApp Business App (Coexistence) |
| The number is registered on another company's WhatsApp API | Migrating from an existing BSP — also let our support team know about the move |
With Coexistence, you use the same number both in the WhatsApp Business app on your phone and in the panel; your contacts and up to 6 months of chat history are imported. Its limits: one number per account, template messages are sent from the panel only, and group chats, broadcast lists, disappearing messages and WhatsApp calls don't come into the panel. To keep the connection alive you also need to open the app on your phone regularly (Meta requires at least once every two weeks).
Step by step (new number)
- Go to Settings in the left menu and open WhatsApp in the submenu (not Integrations — it's a separate menu).
- Click Connect your WhatsApp.
- Choose Create a new WhatsApp business account as the connection option and continue with Continue with Facebook. Meta's setup window opens.
- Log in with Facebook and fill in your business information: Business portfolio (select your existing portfolio or create one), your website and your country.
- Choose a WhatsApp Business account (WABA). On a first setup, select Create a WhatsApp Business account; if you created one before, you can select it.
- Create the business profile: the display name patients will see (e.g. "Aura Dental Clinic") and Medical and health as the Category. You can also fill in the description and website.
- Enter the phone number and choose how to verify it: Text message (SMS) or Phone call. Choose a phone call for landlines.
- Enter the 6-digit code sent to the number.
- On the last screen, review the permissions granted to MedicalGrow and click Confirm, then Finish. The window closes.
- Back in the panel, Settings → WhatsApp shows your number, its status and the display name approval.
Tip
If the window closes or you get an error, start again; Meta remembers completed steps and lists the portfolio/WABA you created. Don't create a second WABA for the same number.
Display name rules
The display name is the business name patients see on WhatsApp, even if they haven't saved your number. Meta reviews every name; until it's approved, your name may not show and sending may be limited.
- The name must be clearly related to your business and appear on your website, signage or official documents.
- It can't be a generic term alone: "Dental Clinic", "Hair Transplant" ✗ — "Aura Dental Clinic" ✓.
- Use normal capitalisation (not all caps, except acronyms); no emojis, unnecessary punctuation or the word "WhatsApp".
- A person's name alone isn't allowed; if it's a recognised brand (e.g. "Dr. Kaya Aesthetics"), it must appear the same way on your website.
- Changing the name later sends it back for review.
If a name is rejected, the panel or Meta's WhatsApp Manager shows Rejected; correct it according to the rules and resubmit.
Number states
| State | Meaning | What to do |
|---|---|---|
| Connected | The number is active; you can send and receive. | — |
| Pending | Registration or display name review is in progress. | Wait from a few hours to 1–2 days. |
| Flagged | The quality rating is low. | Send less, review your templates. |
| Restricted | Starting new conversations is restricted due to a policy breach or limit. | You can still reply to incoming messages; contact our support team. |
| Disconnected / Offline | The connection is lost (e.g. the number was registered elsewhere). | Contact our support team. |
State labels may look slightly different in the panel and in WhatsApp Manager.
Messaging limits
Meta limits the number of unique people a business can reach outside the 24-hour window (i.e. with templates). The limit is shared across all numbers in your Meta Business portfolio:
| Tier | People reachable with templates per 24 hours |
|---|---|
| Starting | 250 |
| Tier 1 | 2,000 |
| Tier 2 | 10,000 |
| Tier 3 | 100,000 |
| Top | Unlimited |
- You move up to 2,000 when you complete business verification, or when you reach 2,000 people with high-quality templates within 30 days.
- Higher tiers come automatically if your quality rating is good and you've used at least half of your current limit in the last 7 days.
- Replies to conversations started by the patient don't count towards this limit.
Where do messages appear?
WhatsApp messages appear in Conversations with the green WhatsApp icon, and a record is created in Contacts for every new patient who writes. If the 24-hour window is closed, the reply box asks you to pick a template — see WhatsApp templates.
Example: Sarah Mitchell from London taps the WhatsApp button on your Instagram ad and writes to you. The message lands in the panel, Zeynep Arslan takes the conversation and Mehmet Demir leaves an internal note on it; the patient gets every reply from one number under the name "Aura Dental Clinic".
Common issues
"This number is already registered on WhatsApp". The number is still active on the personal or Business app. Either delete that account or choose the Coexistence option.
The verification code doesn't arrive. Try the phone call option; for landlines, make sure the line accepts external calls. After many attempts Meta may make you wait a few hours.
Setup finished but the number isn't in the panel. Refresh the page; if it's still missing, message our support team on WhatsApp. Full checklist: Integration troubleshooting.
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