Phone Numbers

Learn the role of phone numbers in WhatsApp Business Platform, how they are added, how they can be found in a Meta business portfolio, and how they can be deleted from WhatsApp Business Platform

The terms “phone number,” “integration,” and “channel” are used interchangeably, as they represent the same functional concept.

WhatsApp uses phone numbers to send and receive messages. As such, businesses must first add a phone number to a WhatsApp Business Account (WABA) before being able to use the WhatsApp Business Platform.

Businesses can add a phone number (and create a WABA) during the Embedded Signup process.

Phone Number Limits

A Business Manager account is initially limited to 2 registered business phone numbers, but this limit can be increased to up to 20.

This limit is automatically increased if the business is verified, or the phone number has reached the 2,000 messaging limit and sent enough paid messages.

If the limit increase is approved, you receive a business_capability_update webhook event, and a notification on the Meta Business Suite of your new limit.

If the business has been verified for over a week but the phone number limit hasn’t increased, check and improve the phone number's message quality scores. Once improved, Meta will automatically re-evaluate and update the phone number limit if eligible.

Find Phone Numbers

Phone numbers registered under a specific WhatsApp Business Account can be found directly from Meta Business Manager.

1

Access Meta Business Manager > Settings

2

Go to WhatsApp Accounts > WhatsApp Manager

3

In the phone numbers page you will see all numbers connected to the account

In this page, you will be also able to see the status of this number.

To add a new phone number to a WhatsApp Business Platform, please do not use the Meta Business Manager. This setup will not work.

Phone numbers should always be registered using the Embedded Signup flow.

Downgrade Phone Number

Deleting (also known as downgrading) a phone number from the WhatsApp Business Platform makes it possible to:

• Use the phone number on the personal WhatsApp app, or the WhatsApp Business app

• Re-register the phone number on the WhatsApp Business Platform (when migrating the phone number is not possible)

Deleting a phone number from the WhatsApp Business Platform requires having a Facebook account that has administrator access to the Meta Business Manager associated with the phone number.

A phone number cannot be deleted if paid messages were sent in the past 30 days.

360Dialog clients who have lost access to their Meta Business Manager can contact our support team for assistance.

Partners cannot request deletion of their clients' phone numbers.

To delete a phone number:

1

Cancel the phone number's subscription from the 360Dialog Hub.

2

In Meta Business Manager, go to Business Settings > WhatsApp Accounts > WhatsApp Manager > Phone Numbers.

3

Find the number you want to delete and click the trash icon.

4

Confirm the phone to be deleted and press Next.

5

Enter your password and select the reason for deletion.

6

Press delete to finish the process.