By default, WhatsApp surveys go out from WiseData's number. On the Business plan you can connect your company's WhatsApp: the message arrives with the name and number your customer already knows, which builds trust and raises the response rate. The connection uses Meta's official API, through a Meta form that opens inside WiseData NPS.
Throughout this article, the example is Wellness Clinic, which wants to send its satisfaction survey from its service number.
Before you start: three different things on Meta
Most connection questions come from mixing up these three things. It's worth understanding them before opening the form:
- Business portfolio — the "company" inside Meta, which holds pages, ad accounts and WhatsApp accounts. A company can have more than one portfolio.
- WhatsApp Business account — lives inside a portfolio. It holds the numbers, the message templates and the payment method.
- Phone number — lives inside a WhatsApp Business account. It's the sender your customer sees.
During the connection you pick all three, in that order. The number must be inside the account you pick: if Wellness Clinic picks the "Wellness Clinic – Surveys" account but its service number is in another account, the connection won't finish.
What to prepare
- Business plan or higher. On other plans the WhatsApp item shows as disabled in Settings.
- Be the account owner in WiseData NPS. Only the owner connects and disconnects, because the connection authorizes messages on the company's behalf and creates charges on the Meta account.
- Admin access to the portfolio on Meta, signing in with your personal Facebook.
- A number that can receive SMS or a call. If that number is already used in the WhatsApp app on a phone, talk to our support before you start.
Step by step
- Open Settings › WhatsApp and click Connect WhatsApp.
- In the Meta window, sign in with your Facebook and choose the business portfolio (or create one).
- Choose the WhatsApp Business account (or create one) and the number that will send the surveys.
- Confirm the number with the code Meta sends by SMS or call.
- Finish the Meta window. Back in WiseData NPS, the screen shows the connected number.
Receiving the code isn't enough: the number is only ready once the code is confirmed and the Meta window is finished to the end. If the code is rejected, Meta blocks new attempts for a few minutes and shows a countdown. Wait for the time shown instead of requesting codes back to back, and use the call option if the SMS doesn't arrive.
Paying for conversations on Meta
With your own number, Meta charges the conversations directly to your WhatsApp Business account, separately from your WiseData NPS subscription. That's why you add a payment method on Meta. When you do, review country, currency and time zone carefully: Meta warns that some of these choices can't be changed later. Sends still count toward your plan's monthly limit; on Business, with your own number connected, the WhatsApp limit goes from 500 to 1,000 per month.
Connection status
- Connected — the number is ready. WhatsApp surveys now go out from it, as long as there's an approved template for the survey's type and language.
- Phone number missing — Meta authorized the account, but the number isn't ready. The message on screen tells you why: the number is not verified on Meta yet, or it's not in the account you picked. Fix it on Meta and click Register number. Meanwhile, surveys keep going out from WiseData's number.
- Reconnection needed — Meta no longer accepts the access (someone removed the permission or the account was disconnected there). Click Reconnect account. In this state WhatsApp surveys are not sent: they don't switch to WiseData's number on their own.
Once connected, the screen also shows Number quality and Sending limit. Both come from Meta. A new number shows "Not rated" and a low daily contact limit, which Meta raises as the number is used without blocks. That daily limit is Meta's and is different from your plan's monthly limit. Refresh data fetches the latest values.
When something doesn't work
- The button keeps loading — the Meta window is still open, often behind the browser. Finish it there or click Cancel and start over.
- The Meta window doesn't open — ad blockers stop the form from loading. Turn them off for WiseData NPS and try again.
- I can't find the number on Meta — on business.facebook.com, select the right portfolio at the top of the page and open WhatsApp Manager. The number list shows each number's status and the verification option.
- The connection failed after the Meta window closed — before deleting any number, check its status in WhatsApp Manager and contact our support. Deleting and recreating is rarely needed and can delay approval.
Disconnecting is not deleting
Disconnecting in WiseData NPS only removes the link: surveys go back to WiseData's number, and the number, the account and the approved templates stay in your Meta account. You can reconnect whenever you want. Deleting the number happens on Meta, affects every system that uses that number and isn't easy to undo. Check with support first.
How to know it's ready to send
The Connected status shows the account is linked, but it doesn't prove a message has gone out yet. To check, get the templates approved (see WhatsApp message templates) and use the test send when creating the survey: it goes to the WhatsApp in your profile and leaves from the company's number. If Wellness Clinic receives the test with its name as the sender, everything is ready.
Where to go next
- WhatsApp message templates — the next step: getting Meta to approve the text for each survey type.
- Sending channels — how WhatsApp compares to the other channels, and each plan's limits.
- Creating and sending surveys — the test send and the survey language.
In short: on the Business plan, the account owner connects in Settings › WhatsApp, picks the portfolio, account and number on Meta (the number must be inside that account), confirms the code, adds the payment method on Meta and, with the Connected status and approved templates, runs a test send before going live.