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How to set up the WhatsApp number

Only available for Plus and Enterprise packages.

Setting up a personal Whatsapp number takes a few steps. 

We will go through this together on a call with your Customer Success Manager (CSM), as the process is strict on the Meta side, and mistakes could lead to major delays or even ban on WhatsApp if not done correctly.

  1. Preparations
  2. The Meta Setup
  3. The Runnr.ai Setup
  4. The 360Dialog Setup
  5. Connecting 360dialog to Meta
  6. Extra WhatsApp Options

1. The Preparations

  • Admin rights for your property’s Facebook Business Portfolio. Check you can login at business.facebook.com.
  • Make sure you prepare the number you would like to use for the WhatsApp communication. 
    • This can be a landline number, which we recommend to use when is the hotel main contact number.
    • During setup the number needs to be able to receive a code, so (temporarily) switch off any answering machine that is connected to this number. A text message is also possible if you use a mobile number.

  • Note: Once setup is complete, this number can no longer be used for manual WhatsApp messaging. All communication will be handled by Runnr.ai.

2. The Meta Setup 

  • We are going to set up the Business Account to make you a verified Business on Meta. This also gives you the opportunity to send customised templates from the Guest Journey Builder.
  • To check whether you are already verified: go to the Security Center.
    • If you are already verified: ✅  great!
    • If not: don't worry, verification can be complete it later - see step 6. 

3. The Runnr.ai Setup

  • Runnr.ai CSM removes the Virtual Assistant from your account.
  • Go to Messaging channels in Runnr.ai
  • Click Set up WhatsApp Channel (blue button)

4. The 360Dialog Setup 

 360 is an official <eta/ WhatApp API provider. 

  • A new window 360Dialog window opens. 
    • Create an account using your office email (ideally info@...).
    • Confirm that the email can receive external emails.
  • In the ‘About Your Number’ section:

    • If the number already has a personal WhatsApp connected → remove the account via WhatsApp > Account settings. Deleting app only will give an error in the process. To correctly delete: 

      Go to whatsApp setting, account, click delete account. 

  • Now, in the 360Dialog screen, select three times “no” on the questions
  • Click Confirm and then Start Embedded Signup.

5. Connecting 360Dialog to Meta

  • Confirm your name and click Next
  • Add the organsation name as registered in the Chamber of Commerce. 
    Note: This will not be visible to guests.
  • The next step is the creation of the newly used WhatsApp Business Account and Business Profile. Be there's not other options selected.
    Screenshot 2025-08-28 at 11.14.28
  • Add the display name .
    ⚠️ This name can not easily be changed so make sure to put it in correct!
  • Select the business category hotels and lodging.
  • Add the phone number and choose how to receive the confirmation code:
    • Call  (landline or mobile).
    • .SMS (mobile only) .
If the number has an answering machine attached - make sure it is switched off for now!
  • Enter the code and confirm.
  • Now, the setup should be finished and redirect to Runnr.ai
⏱️  This can take somewhere between a few seconds and 5 minutes.

6. Extra WhatsApp options

  • You can now verify your account if it has not been verified yet. This can be done in the Security Center. 
  • In the Whatsapp accounts setting within meta  you can click "profile" to add or change display image.