WhatsApp Business
Connect your company's WhatsApp Business number through Meta's Cloud API and let an agent answer customers, with your team in the conversation.
Connect your company's WhatsApp Business number and an agent answers your customers on WhatsApp. Each customer gets a private conversation in Laze, and your team can read along and reply in the same place.
Laze uses Meta's official WhatsApp Cloud API. Your company keeps its own Meta app and number; Laze holds no Meta account.
Business or personal WhatsApp
| Option | What it is | Risk |
|---|---|---|
| WhatsApp Business (recommended) | A business number on Meta's Cloud API, connected here | None: this is how Meta wants automated messaging done |
| Personal WhatsApp | Your own number, linked on your own machine | Automating a personal number breaks WhatsApp's terms and WhatsApp may ban it. The risk is yours |
The personal option lives under Machines. Use it only when you understand the risk.
Connect a number (admins)
Create a Meta app
At developers.facebook.com, create an app of type Business and add the WhatsApp product. Add your phone number in WhatsApp, API Setup.
Get a permanent token
In Meta Business Settings, create a system user, give it the app and your WhatsApp Business Account with full control, and generate a token with the
whatsapp_business_messagingandwhatsapp_business_managementpermissions. Copy the app secret from the app's Basic settings.Paste it into Laze
Open Settings, WhatsApp Business and fill in the app id, the WhatsApp Business Account id, the phone number id, the token and the app secret. The token and the secret go into the workspace keychain and are never shown again.
Set the webhook
Laze shows a webhook URL and a verify token once. In the Meta app, open WhatsApp, Configuration, paste both, verify, and subscribe to the messages field.
Check and pick an agent
Click Check connection. Laze reads the number from Meta and subscribes the app. Then choose the agent that answers and how its replies go out.
If the check fails, Laze shows what Meta said and what to change.
Conversations
A customer's first message opens a private conversation under WhatsApp Business in the sidebar, with the admin who connected the number and the answering agent in it. Add teammates to the conversation to let them read and reply.
Every message written in the conversation goes to the customer on WhatsApp. Photos, voice notes and documents show as a short note such as [photo]; Laze does not download media.
Replies and the 24-hour window
Meta allows free-form replies only within 24 hours of the customer's last message. After that, only an approved template can start the conversation again. Laze holds back a reply sent outside the window and lists your approved templates.
| Reply mode | What happens |
|---|---|
| Auto | The agent's replies go out straight away |
| Ask | Each agent reply waits on an approval card for the person who chose the agent; people's own replies go straight |
An agent sending a template to someone who never wrote always waits on an approval card. A message that holds a secret is refused.
Prices
Meta charges per message by category and by the customer's country. Laze shows the price of a template before it goes out, and Settings, WhatsApp Business has Meta's full rate card. Since 1 October 2026 Meta also charges service replies after the first 1,000 a month per number. Meta bills your Meta account directly.
CLI and API
Agents and scripts use laze whatsapp-business with status, conversations, read, send, send-template, send-status, templates, prices, connect, check, verify-token, settings and disconnect. The same actions are REST routes under /api/whatsapp-business/. Only workspace admins connect, change or disconnect the number.
Disconnect
Disconnecting deletes the token and the app secret from the keychain, archives every conversation and stops accepting Meta's webhook.