How to Connect WhatsApp as a Channel in Lucidya

WhatsApp is one of the most widely used messaging platforms in the region. Connecting your WhatsApp Business account to Lucidya lets your team receive and manage customer conversations from OmniServe's unified inbox, with full access to routing, assignment, SLAs, and AI-powered features.

Before You Start

Have the following ready before beginning setup: your brand's display name (this is what customers see when messaging you), your company's legal business name and official address, and verified and up-to-date information in your Meta Business Manager.

Step 1. Navigate to Manage Channels

Go to Monitors → Manage Channels. Click New Channel.

Select Chats from the category list and click Next. Select the WhatsApp tab.

Step 2. Create a WhatsApp Account

If you do not have an existing WhatsApp account set up in Lucidya, click New Account. Enter an Account Name and Phone Number. The account name is for internal use only and will not be visible to customers. It must be between 6 and 150 characters, unique across all accounts, and cannot contain Arabic or special characters.

Click Add.

The new account will appear in the accounts list. Select it and click Next to proceed to authentication.

Step 3. Authenticate Your WhatsApp Account

Click Authenticate on the account card. You will be redirected to an external authentication page.

Click Continue with Facebook and log in with the Facebook account linked to your Meta Business Manager.

During the Meta onboarding flow you will select or create a WhatsApp Business Account (WABA), enter your business display name and category, add your WhatsApp Business phone number and verify it via OTP, and review and confirm the requested permissions.

Click Finish. Do not close the popup window or navigate away until you see the confirmation screen. Make sure your browser allows popups.

Return to Lucidya and click Complete.

If successful the account status updates to Authenticated and the linked phone number appears on the account card. If verification fails a notification will appear and you can retry by clicking Verify Authentication again.

Note: Authentication status is not updated automatically. You must click Complete to confirm it.

Step 4. Add the Channel

Once the account status is Authenticated, select it from the list. Click Add Channel to complete the setup. Your WhatsApp channel is now active and ready to receive conversations in Lucidya.

Capabilities and Limitations

Each WhatsApp Business Account can only be connected to one platform at a time. If you connect it to Lucidya, it cannot be used simultaneously on another platform without disconnecting first.

The phone number you use must not be registered with regular WhatsApp. If it is, you will lose access to it on the WhatsApp app.

Your connection relies on maintaining authentication with Meta. Removing Gupshup as a partner from your Meta Business Manager will break the integration and require you to redo the setup.

Meta may require you to complete Business Verification before your account can go live.

For further assistance contact Lucidya Support.