Setting up the WhatsApp integration

Timed connects to WhatsApp through Meta's WhatsApp Cloud API. There are two ways to use it:

Option	When to choose
Use Timed's WhatsApp number	You don't want to manage a Meta app yourself. Messages go out from Timed's shared number, so they show as Timed rather than your company name. No setup required, and Timed's shared message templates are available to you automatically.
Use my own WhatsApp Business number	You have (or want) your own verified WhatsApp Business number. Messages show your company's branding, and you can create and submit your own message templates.

Both options are on the same settings page: Admin → Integrations → WhatsApp. You can switch between them later.

Using Timed's WhatsApp number

1. Open Admin → Integrations → WhatsApp.
2. Select Use Timed's WhatsApp number and click Save Choice.
3. Click Test Connection — it should show Connected.
4. Once connected, use Send a Test Message to send a message to a number you control and confirm everything works.

You don't need any Meta credentials for this option — Timed manages the shared number. If the test fails, contact Timed support.

Connecting your own WhatsApp Business number

You'll need:

• A Meta Business Manager account with a verified business.
• A WhatsApp Business Account (WABA) with at least one phone number registered to it.
• A permanent System User access token with the whatsapp_business_messaging and whatsapp_business_management permissions.

Step 1 — Fill in the credentials

On Admin → Integrations → WhatsApp, select Use my own WhatsApp Business number and fill in:

Field	Where to get it
API URL	https://graph.facebook.com/v22.0 is the default. Only change it if Meta releases a new version you want to use.
Phone Number ID	Meta Business Manager → WhatsApp Manager → Phone numbers — the long numeric ID, not the phone number itself.
Access Token	Business Manager → System Users → [your system user] → Generate Token. Use a permanent token, not the temporary 24-hour one. Stored encrypted.
WhatsApp Business Account ID	WhatsApp Manager → Account info → WhatsApp Business Account ID. Needed to sync your templates from Meta.
Webhook Verify Token	Make up any string (e.g. 32 random characters). You'll paste the same value into Meta in Step 2.
Webhook Secret (Meta App Secret)	The App Secret from your Meta app's Settings → Basic. Used to check that incoming messages really come from Meta. Stored encrypted.
Active	Tick once you've tested. While unticked, Timed doesn't send from your number.

Click Save Settings, then Test Connection. If Timed can reach your number with the token you entered, the status changes to Connected and a Send a Test Message section appears so you can check that sending works.

Step 2 — Configure the webhook in Meta

So that incoming messages and delivery updates reach Timed:

1. In the Meta App Dashboard, go to WhatsApp → Configuration → Webhook → Edit.
2. Callback URL: copy the URL shown under Webhook URL for Meta on the Timed WhatsApp settings page, exactly as shown. When you use your own number, this URL is unique to your company and looks like https://app.timed.co.za/api/whatsapp/webhook/your-company. Don't share it with anyone else.
3. Verify Token: the value you set in Step 1.
4. Click Verify and Save. Meta checks the URL, and Timed confirms it if the verify token matches.
5. Subscribe to at least the messages field. Without it, no incoming messages will ever arrive.

If verification fails, check:

• You copied the Callback URL exactly, including the /api/ part.
• The verify token matches exactly — it's case-sensitive.

If it still fails, contact Timed support.

Step 3 — Sync templates

If you'll send template messages:

1. Go to Management → Communication and open the Templates tab.
2. Click Sync from Meta. Timed pulls in every template registered to your WhatsApp Business Account, including its language, status, and text.
3. Templates that are approved in Meta can be sent straight away. Pending or rejected templates show their status and can't be sent.

You can also add templates in Timed and submit them to Meta for approval — see Managing WhatsApp templates.

Troubleshooting

If you're on Timed's shared number and something isn't working, the Run Diagnostics button under Timed's WhatsApp number runs a check of the shared connection. If it reports a problem, contact Timed support — there's nothing you need to change on your side.

For your own number, these are the most common errors:

Error	What to do
"Unknown path components" (from Meta)	The Phone Number ID is wrong. Double-check it in WhatsApp Manager — it's a long numeric ID, not the phone number.
132000 (from Meta)	The template variables sent don't match what Meta expects. See Sending WhatsApp broadcasts.
Meta can't verify the webhook	Verify token mismatch. Re-copy the same verify token into both Timed and Meta.
Webhook verified, but incoming messages never appear	Usually an App Secret mismatch. Re-copy the App Secret from Meta into the Webhook Secret field, and check you're subscribed to the messages field.

What you can do once connected

Feature	Article
Two-pane chat with employees	The WhatsApp Inbox
Send bulk text or template messages	WhatsApp Broadcasts
Manage Meta-approved templates	Managing WhatsApp templates
Let managers ask the AI assistant via WhatsApp	WhatsApp AI Copilot
Let employees upload documents (send DOC)	Employee documents (FICA)

If something doesn't work after following this guide, contact Timed support.