What Your Client Needs
Before starting the onboarding session, make sure your client has the following ready:
- A Meta Business Account — free to create at business.facebook.com
- A phone number not currently active on WhatsApp Personal or WhatsApp Business (or a number they are willing to migrate off WhatsApp)
- A business display name for WhatsApp verification — this is the name that will appear on their WhatsApp Business profile
Step-by-Step Client Onboarding
1
Client accepts the workspace invitation
The client clicks the link in the invitation email, sets a password, and lands on their branded dashboard. The invitation link is valid for 7 days — you can resend it at any time from Clients → [Workspace Name] → Resend Invitation.
2
Connect WhatsApp via Embedded Signup
Inside the workspace, the client goes to Settings → WhatsApp Channels → Connect Number. They complete Meta’s Embedded Signup — a guided flow that creates their WhatsApp Business Account (WABA) and links their chosen phone number. This step requires them to log in to their Meta Business Account. The reseller can join a screen-share call to assist with this step.
3
Wait for Meta approval
Meta verifies the business and phone number. This typically takes a few minutes to a few hours for standard accounts. The client will see the channel status update to Active in their WhatsApp Channels page once approved.
4
Invite team members
The client goes to Settings → Team and invites agents by email. Each team member receives a branded invitation email and sets their own password to access the workspace.
5
Create and submit message templates
Before sending bulk messages, clients must have at least one approved message template. Guide them to Templates → New Template, fill in the template content and category, and submit to Meta for approval. Template approvals typically take 24–48 hours.
6
Send the first broadcast
Once a template is approved, the client can create a campaign under Campaigns → New Campaign, select the approved template, choose their contact list, and send their first broadcast.
Founding Reseller Perk — Screen-Share Onboarding
As a Founding Reseller, you get hands-on support for your earliest client onboardings. The WaMatrix team will join a live screen-share session with you for your first 3 clients, walking through each step of the Embedded Signup and initial setup together. This ensures your first clients get connected without friction and gives you the confidence to run onboarding sessions independently from client 4 onwards. Reach out to your WaMatrix account contact to schedule a session.Common Onboarding Issues
Embedded Signup fails with a Meta error
Embedded Signup fails with a Meta error
The phone number is likely already registered with a WhatsApp Personal or WhatsApp Business account. The client will need to either migrate that number (removing it from its existing WhatsApp registration) or use a different phone number. Refer to Meta’s number migration documentation for step-by-step instructions on migrating an existing number.
Template rejected by Meta
Template rejected by Meta
The two most common reasons for template rejection are:
- Promotional language in a utility template — utility templates must be transactional in nature. Move promotional content to a marketing template category instead.
- Missing opt-out language — marketing templates typically require an opt-out mechanism (e.g. “Reply STOP to unsubscribe”). Add this to the template footer and resubmit.
Client can't find the invitation email
Client can't find the invitation email
Ask the client to check their spam or junk folder — automated invitation emails occasionally get filtered. If they still can’t find it, you can resend the invitation from Clients → [Workspace Name] → Resend Invitation in your Reseller Dashboard.