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What it is for

Official WhatsApp is a number approved by Meta. STChat shows two types of WhatsApp, QR Code and Official. When both work together in the same inbox, the type appears as Fusion. As the system itself explains:
  • QR Code: connects by scanning the code, using the WhatsApp on the device. Replies at any time.
  • Official WhatsApp: a number approved by Meta. After 24 h without a reply from the customer, only with an approved template.
  • Fusion: one inbox, with the best of each.

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Who can use it

The agency assigns the inbox. The connection is made by the Owner or Admin. If the inbox is managed by the agency, the panel shows “Official API · managed by the agency” and “Managed by the agency”, and reconnecting is up to the agency. It appears if the agency enabled the Official WhatsApp module for the organization.

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Where to click

In Settings › Channels, on the Official WhatsApp row. The Connect channel button, at the top of the screen, also lists the Official inbox when it is not connected yet.

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Step by step

1

Open Settings › Channels

Click Connect channel and choose the Official WhatsApp inbox. Or open the channel from its row.
2

Connect through Meta

In the inbox panel, use Reconnect (or Connect Official WhatsApp). A separate window opens to finish registering the number. If the browser blocks pop-ups, allow them.
3

Return to STChat

When it finishes, “Official WhatsApp connected! Refreshing…” appears.
If no Official inbox is assigned, the system warns: “No Official inbox assigned. Ask the agency to assign one.”

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What happens next

Open the channel with Manage. The Official panel has the tabs Overview, Settings, Official and History. On the Official tab there is the View templates button. On Overview, when there is data, Quality, Sending limit and Block risk appear. The Restart button is turned off on an Official inbox, and the Number warm-up does not appear on it.

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Common errors

  • “The Official WhatsApp onboarding wasn’t completed.”: the registration in the Meta window did not finish. Try again.
  • “Couldn’t generate the connection link.” or “Invalid connection link.”: try again; if it continues, talk to the agency.
  • “Failed to start onboarding.”: try again.
  • “This inbox uses the Official API: reconnect through Meta in Settings › Channels.”: the QR does not work for it.
In Fusion, STChat sends through the unofficial connection when the Official WhatsApp 24 h window is closed. Its use is the company’s responsibility and may lead to the number being blocked by WhatsApp.

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Next step