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The WhatsApp (Meta) settings page on the Connection tab, listing two connected numbers with their labels and the default number, with the Add WhatsApp number button and the Read receipts & typing settings
Settings → WhatsApp (Meta) is where you connect WhatsApp numbers to Flowella and choose what customers see when you read and answer their messages. The screen has two tabs: Connection and Smart replies. If you’re setting up WhatsApp for the first time, start with the Meta setup sequence. For how several numbers work together, see Multi-channel.

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Opening WhatsApp (Meta) settings

  1. In the left navigation, select Settings.
  2. Under Integrations, select WhatsApp (Meta).
The Connection tab opens first. Anyone in the organisation can connect a WhatsApp number. Only Owners and Admins can save labels, set the default number, remove numbers and change Read receipts & typing. Other members see these settings read-only.

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Connection tab

The Connection tab has three parts:
  • A short checklist of what you need before you connect, and what happens next.
  • The WhatsApp card, with the button to connect a number and the Connected WhatsApp numbers table.
  • The Read receipts & typing panel (see Read receipts and typing).

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Add a WhatsApp number

Before you start, check that you have a Meta Business Manager account and a WhatsApp Business phone number ready to verify.
1

Start the connection

Select Connect WhatsApp. If you already have a number connected, the button is Add WhatsApp number.
2

Complete Meta's steps

Meta’s signup window opens. Select or create your WhatsApp Business Account, then verify your phone number.
3

Check the number

You return to Flowella. The number appears in Connected WhatsApp numbers.
If your organisation doesn’t have a name yet, Flowella asks you to name it before you connect. Select Continue and follow the prompt. If the connection fails, a banner on the Connection tab explains why. For common causes, see Onboarding troubleshooting. For the Meta side of each number, see Phone numbers and Display name and profile.

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Connected numbers table

Flowella sends from the default number whenever a send doesn’t name another number. The HubSpot Send WhatsApp Message and Send WhatsApp Reply workflow actions always send from it. Flowella also submits your smart reply templates to the WhatsApp Business Account of the default number.

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Remove a number

  1. In the Actions column, select Remove.
  2. If the number has open conversations, Flowella asks “Close conversations and remove number?”. Select Close and remove to continue, or Cancel.
If the number has no open conversations, Flowella removes it straight away, without asking. When you remove a number:
  • Flowella closes the number’s open conversations and removes the number from your organisation.
  • Flowella deletes that number’s conversations, including their messages and notes, and its opt-out list.
  • Your templates stay, and the number stays in your WhatsApp Business Account in Meta. Flowella does not deregister it. To use the number with another provider, see Two-step verification PIN.
  • If it was the default number, your oldest remaining number becomes the default.
  • If it was your last number, WhatsApp shows as not connected.
Removing a number deletes its opt-out list in Flowella. If you might add the number back later, note its opt-outs first. You can then add them again with Import CSV on the Opt-outs page.

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Read receipts and typing

The Read receipts & typing panel controls the signals Flowella sends to customers when they message you. The settings apply to every WhatsApp number in your organisation. To change the settings:
  1. Tick or clear Send read receipts (blue ticks) and Show typing indicator.
  2. Select Save. “Conversation settings saved” confirms the change.
Showing the typing indicator also marks the customer’s latest message as read, so the customer sees blue ticks whenever the typing bubble appears. This happens even with Send read receipts (blue ticks) turned off. To avoid blue ticks completely, turn off both settings. See Meta’s typing indicators page.
Replies sent through the HubSpot custom channel don’t show a typing indicator. This includes replies from the HubSpot Customer Agent (HubSpot’s AI agent). For what agents see in the inbox, see Typing indicator and read receipts.

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Smart replies tab

The Smart replies tab holds the Service, Update and Offer smart reply templates. Flowella uses them to reach contacts after the 24-hour window has closed, for example through Reply or Re-engage in the inbox. To edit them and check their approval status, see Smart replies.

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Troubleshooting

These actions are for Owners and Admins. Ask an Owner or Admin in your organisation, or see Team for roles.
Flowella needs an organisation name before it can connect WhatsApp. Select Continue, enter the name, then come back and connect.
Show typing indicator is on. Each typing bubble also marks the customer’s latest message as read. Turn off Show typing indicator if you don’t want this.

Smart replies

Edit the templates used after the 24-hour window closes.

Inbox

Read and answer WhatsApp conversations.

Meta setup sequence

The order of business portfolio, verification, WABA and phone setup.

Phone numbers

Add and verify the numbers that power each channel.

Multi-channel

Work with several WhatsApp numbers in one organisation.

Meta payment method

The separate card Meta uses for WhatsApp delivery fees.
Last modified on October 24, 2026