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Use this guide if you chose Self-managed in Settings → WhatsApp. You’ll copy a few values from Meta into StoreTalk, then point Meta’s webhook at StoreTalk so customer messages reach your inbox. If you don’t have a Meta Business Account or developer app yet, choose StoreTalk-managed instead and we’ll set it up for you.
Meta has changed how WhatsApp accounts are organised. What used to be one WhatsApp Business Account (WABA) is now split into two:
  • a WhatsApp account, which owns your phone number, display name, quality rating and messaging limits
  • a Messaging account, which owns your templates, payment method and webhooks
Your WABA ID is now shown as the Messaging account ID. It’s the same number, and it’s what StoreTalk asks for.

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What you’ll need

You must be an admin of the business portfolio and the Meta app.

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1. Create a System User and a permanent token

A System User token doesn’t expire, unlike the temporary token on the API Setup page (which lasts 24 hours).
1

Open System users

Go to Meta Business Suite → Settings → Users → System users, and click Add. Give it a name (for example, StoreTalk) and the Admin role.
Meta Business Suite Settings, System users page with the Add button
2

Assign assets

Select the System User and click Assign assets. Give it full control of:
  • your app (under Apps)
  • your WhatsApp account (under WhatsApp accounts)
Skipping this step is the most common reason a token is generated but StoreTalk still can’t send messages or see your number.
3

Generate the token

Click Generate token, choose your app, set Token expiration to Never, and tick these permissions:
  • business_management
  • whatsapp_business_management
  • whatsapp_business_messaging
Copy the token straight away. Meta only shows it once.

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2. Copy your Phone Number ID and WABA ID

1

Open API Setup

Go to Meta for Developers → your app → Use cases → Connect on WhatsApp → Customize → API Setup.
Customize use case page with API Setup selected in the left menu
Older apps may still show WhatsApp → API Setup directly in the left menu. The page is the same.
2

Pick your number and copy the IDs

Under Send and receive messages → Step 1, choose your business number in the From dropdown. Copy:
  • Phone number ID
  • Messaging account ID (this is your WABA ID)
From dropdown with the Phone number ID and Messaging account ID shown underneath
Make sure you pick your real business number, not Meta’s free test number. Test numbers can only message a handful of pre-approved recipients.

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3. Copy your App secret

Go to your app → App settings → Basic, click Show next to App secret, and copy it. StoreTalk uses it to verify that incoming webhooks really come from Meta. While you’re here, fill in Privacy policy URL. Meta won’t let you publish the app without it (step 6).
App settings Basic page showing App secret with a Show button and the Privacy policy URL field

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4. Save the details in StoreTalk

In StoreTalk, go to Settings → WhatsApp, choose Self-managed, and enter:
  • Phone Number ID
  • WhatsApp Business Account ID (WABA ID): the Messaging account ID
  • System User Access Token
  • Meta App Secret
Click Save credentials.

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5. Point the webhook at StoreTalk

Back in your app, go to Customize → Configuration and enter: Click Verify and save. Then, under Webhook fields, click Subscribe next to messages.
Configuration page with Callback URL and Verify token filled in

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6. Publish your app

Go to your app → Publish (left menu) and click Publish.
While an app is Unpublished, Meta only sends test webhooks. Real customer messages won’t reach StoreTalk, even though sending from StoreTalk works. This is the most common cause of “I can send but never receive”.
The Publish button stays greyed out until a Privacy policy URL is set in App settings → Basic.
Publish page showing the Privacy policy URL requirement and the Publish button

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7. Add a payment method

Meta Business Suite → Settings → Accounts → Messaging accounts → select your account → Payment Settings. Without a payment method you can only reply to customers who message you first. You can’t start conversations or send template messages, including campaigns.
Messaging accounts page showing No payment method found and the Payment Settings button

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Test it

Send a WhatsApp message to your business number from another phone. It should appear in the StoreTalk Inbox within a few seconds.

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Troubleshooting