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WhatsApp go-live checklist

Modality, connection, Verify setup, templates, consent, and a real smoke test before the number goes to market.

Use this checklist when you are ready to put WhatsApp live safely. If Knowledge and the Test chat rehearsal are still incomplete, finish those first.

Before you touch WhatsApp

  • Approved knowledge is live (no customer PII, no obvious duplicates).
  • Persona and guidelines are approved (tone and what always hands off to a person).
  • The team finished the Test chat rehearsal checklist.
  • Roles are set and at least one attendant will be online on go-live day.
  • Your plan includes WhatsApp. If the card is missing under Channels, check billing first.

Pick a modality

  • WhatsApp Cloud (official): the production default. Templates, multi-number, Meta compliance. Your workspace owns the WABA and pays Meta.
  • BentoKit hosted API: when operations agreed a hosted line with us.
  • Personal WhatsApp (gateway): pilot only, with explicit risk acceptance. Never the primary production line for a regulated desk.

Connect in Concierge

  1. Open Channels

    Add WhatsApp Cloud (or the modality you agreed). Prefer Embedded Signup when your plan and Meta app allow it. Use manual credentials only as an advanced fallback.

  2. Reach Connected

    Finish any webhook or finalize steps the UI asks for. With multiple numbers, confirm each line’s display label (verified name and +55…). Sessions uses that label.

  3. Run Verify setup

    On official Cloud, use Verify setup when the button appears. Fix WABA billing eligibility, phone status, and app subscription before any campaign. A missing funding source on Meta often fails at delivery time, after the API already accepted the send.

Templates, the 24h window, and consent

  • Inside the 24h customer-service window (the user messaged first), free-form service replies are the main reactive path.
  • Business-initiated messages outside that window need a Meta-approved template on official Cloud.
  • Marketing templates require explicit opt-in and a clean audience list.
  • You are responsible for recipient consent and opt-outs. Concierge keeps an audit trail of send authorizations (Terms §5A.5).

Live smoke test (team number only)

  • Message the connected number from a personal device with a simple greeting.
  • The Agent answers with the right persona and knowledge.
  • Sessions shows the correct line label (especially important with several numbers).
  • Ask for a human: the queue, takeover, and reply work end to end.
  • Hand the chat back: the Agent resumes.
  • Outside business hours (if configured): capture the contact or share a link, with no infinite wait.
  • Optional: an approved utility template arrives on the test device.

Go-live gate

  • Modality and number owner are documented.
  • Connected status and Verify setup show no blocking alert.
  • The smoke test above is green.
  • The duty desk knows the number and the Sessions queue on day zero.
  • Widget and Telegram were not turned off by accident. WhatsApp joins the same Agent as your other channels.
  • Someone is named to disconnect the channel if Meta quality drops.

Related guides

  • Connect channels: overview of Telegram, WhatsApp, and Instagram.
  • Rehearse in the Test chat: run the internal script before any real lead.
  • Admin: bring your workspace live: full path including knowledge and roles.