WhatsApp Channel
Connect your WhatsApp Business number, configure webhooks, and manage channels.
WhatsApp Channel
The Channels tab lets you connect and manage your organization's WhatsApp Business numbers. Trochai connects directly to the Meta Cloud API (Graph API) to send and receive messages.
Connection methods
Trochai offers two ways to connect a WhatsApp Business number:
Quick Setup (recommended)
The simplest option. It uses Facebook's embedded login flow to connect your number in a few clicks.
Advantages:
- No need to manually copy credentials.
- Automatically generates a permanent access token.
- Webhook is configured automatically.
In the channel list, click Add Channel.
Select Quick Setup and click Connect with Facebook.
Sign in to your Facebook account and authorize access to your WhatsApp Business account.
Select the phone number you want to connect. The channel will be created automatically.
Manual Setup
Ideal if you already have a WhatsApp application configured in the Meta Developer Dashboard.
Tokens generated from the Meta Developer Dashboard expire in approximately 1 hour. For a permanent token, use Quick Setup or create a System User token in Business Manager.
The manual setup follows a 4-step wizard:
Prerequisites -- Confirm you have a Meta Business account, a verified WhatsApp Business number, a Facebook app with WhatsApp added, and a permanent access token.
Credentials -- Enter your Phone Number ID, WABA ID, Access Token, Verify Token, and display number.
Webhook -- Copy the webhook URL and verification token that Trochai generates. Paste them into the webhook settings in your Meta Developer Dashboard.
Test -- Click Test connection to verify the credentials are working correctly.
Channel name and color
Each channel can have a name and a color to easily identify it in the interface:
- Name: A descriptive name like "Sales", "Rentals", or "Support". It appears in inbox filters and in the user table.
- Color: A color for the channel identification pills (e.g., blue, green, purple).
Channel members
Each channel has its own list of members — the agents and viewers who have access to that channel's conversations. Admins have implicit access to all channels without needing to be members.
Assigning users to a channel
Click Edit next to the channel.
In the Members section, click the + button to add a user.
Select the user from the dropdown list. Only users in your organization are shown.
You can also manage channel membership from the Users tab: each channel appears as a color-coded pill next to each user. Click the pill to add or remove the user from the channel.
Channel membership controls two things: (1) which conversations an agent can see in their inbox, and (2) whether they can be automatically assigned to conversations in that channel. Admins see all conversations regardless of their membership.
Removing a member
Click the delete icon next to the member in the channel's member list, or click the channel pill from the user table.
When you remove an agent from a channel, they will no longer see that channel's conversations in their inbox. Conversations they had assigned are not automatically reassigned.
Per-channel assignment rules
Each channel has its own assignment rules that control how new leads arriving through that channel are distributed. This lets you configure different strategies for each WhatsApp number.
For example:
- "Sales" channel: Round-robin among the sales team agents.
- "Rentals" channel: Property agent assignment.
- "Support" channel: Manual assignment.
To configure a channel's assignment rules, edit the channel and look for the Assignment section. For details on available modes, see Assignment Rules.
Managing existing channels
View status
Each channel displays its current status:
| Status | Description |
|---|---|
| Connected (green) | The channel is active and receiving messages |
| Inactive (gray) | The channel is not receiving messages |
Edit a channel
- Click Edit next to the channel you want to modify.
- You can update the credentials, display number, BSP provider, and coexistence mode.
- Use Test connection to verify the changes are correct.
- Click Save to apply the changes.
Delete a channel
- Click Delete next to the channel.
- Confirm the deletion in the confirmation dialog.
Deleting a channel permanently disconnects that WhatsApp number from Trochai. Existing conversations are not deleted, but you will not be able to send or receive new messages through that channel.
BSP provider
When configuring a channel you can select the BSP (Business Solution Provider):
| Provider | Description |
|---|---|
| Direct (Meta) | Direct connection to the Meta API. Default option. |
| 360dialog | Connection through the 360dialog provider. |
| Other | Another BSP provider. |
Coexistence mode
Coexistence mode allows you to use the WhatsApp Business app on your phone at the same time as Trochai. Enable this option if your team needs to respond to messages from both channels simultaneously.
With coexistence mode enabled, messages sent from the WhatsApp Business app are also recorded in Trochai.
Webhook information
Trochai automatically generates a webhook URL and a verification token for each organization. If you need to look them up:
- Edit the existing channel or start the manual setup wizard.
- In the Webhook step you will find both values with buttons to copy them to the clipboard.
WhatsApp Business Profile
The business profile is the information your clients see when they tap your business name inside WhatsApp: the profile picture, description, address, email, websites, and category. Editing it matters because it's the first impression many clients have of your real estate agency.
How to find the editor
Exact path: Go to Settings → WhatsApp → Channels, click Edit next to the channel you want to update, and open the Business Profile tab inside the channel editor.
In the sidebar, open Settings.
Go to the WhatsApp section and select the Channels tab.
Click Edit next to the channel whose profile you want to update.
Switch to the Business Profile tab (next to the channel Settings tab).
Only admins can view and edit a channel's business profile. Agents and viewers will not have access to this tab.
Fields you can edit
| Field | Limit | Description |
|---|---|---|
| Profile picture | Square JPG or PNG, 192–640 px, max 5 MB | Uploaded with an integrated cropper to enforce the 1:1 aspect ratio |
| About / short status | 139 characters | Shown below the business name in WhatsApp |
| Business description | 512 characters | Longer text about your services or coverage area |
| Category (vertical) | Meta's official list | For real estate, "Professional services" is recommended |
| Contact email | 128 characters | Must be a valid email or left blank |
| Address | 256 characters | Physical location of your office |
| Websites | Up to 2 URLs (256 chars each) | Must start with https:// |
Every field shows a live character counter that turns red if you exceed the limit. The email is validated for format; URLs are validated on save.
Live preview
Next to the form, on desktop, there's a live preview that mimics the business profile card your clients see in WhatsApp. Changes update in real time as you type, and only fields with content are shown.
Uploading or changing the profile picture
Click Upload picture (or Change picture if you already have one).
Select a JPG or PNG image from your computer.
Crop the image to a square in the integrated cropper and confirm.
Trochai uploads the picture to Meta and updates your WhatsApp profile instantly.
Any change to the business profile is published directly to Meta and reflected in your clients' WhatsApp app within a few minutes. There is no need to reconnect the channel.
Related pages
- Assignment Rules -- available assignment modes per channel
- Team -- manage members and view channel membership
- AI Bot -- the bot responds through connected channels
- Templates -- message templates are sent through these channels
- WhatsApp Troubleshooting -- if you have connection issues