Loomi connects to the WhatsApp Business Platform (the Cloud API). You can connect more than one number to a workspace.
Connect with Facebook
- Open Settings → Channels → WhatsApp and click Connect with Facebook.
- Sign in to the Facebook account that manages your Meta Business.
- Follow the embedded signup: choose or create the WhatsApp Business account, add the phone number and verify it by SMS or call.
- Loomi registers the number and starts receiving messages.
The number must not be active on the WhatsApp or WhatsApp Business app at the same time, unless you use coexistence (below).
Coexistence with the WhatsApp Business app
A number already used in the WhatsApp Business app can be connected without leaving the app. Both keep working: replies sent from the phone appear in Loomi as sent by a human and move the conversation to your team. Loomi never marks a message as read on your behalf on a coexistence number, because that would show on the phone.
Several numbers
Each number appears as its own channel in the Inbox with a letter badge. Conversations stay separate per number. Templates belong to the number's WhatsApp Business Account.
Sending outside 24 hours
WhatsApp allows free-form replies only within 24 hours of the customer's last message. After that, only an approved template can be sent. The composer shows the remaining time and switches to template mode when the window is closed. See The 24-hour window.
Click-to-WhatsApp ads
When a customer taps a Click-to-WhatsApp ad, the Inbox shows which ad they came from. If the ad copy names a product, the AI treats the first question as being about that product; if the ad is generic, the AI asks which item they mean before quoting anything.
Media and voice notes
Photos, documents and voice notes arrive in the Inbox. Voice notes are transcribed; photos and PDFs are described to the AI before it replies, unless image analysis is turned off.