> ## Documentation Index
> Fetch the complete documentation index at: https://reseller-docs.wamatrix.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Onboard Clients to Their WhatsApp Workspace – WaMatrix

> Walk clients through connecting their WhatsApp Business number, setting up their team, and sending their first message — all under your brand.

After you create a workspace, your client needs to connect their WhatsApp Business number, invite their team, and set up their first template. This guide walks you through the onboarding flow you can share with new clients.

## What Your Client Needs

<Note>
  Before starting the onboarding session, make sure your client has the following ready:

  * **A Meta Business Account** — free to create at [business.facebook.com](https://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
</Note>

## Step-by-Step Client Onboarding

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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

<Accordion title="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](https://developers.facebook.com/docs/whatsapp/cloud-api/get-started/migrate-existing-whatsapp-number-to-a-business-account) for step-by-step instructions on migrating an existing number.
</Accordion>

<Accordion title="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.

  Edit the template under **Templates → \[Template Name] → Edit**, make the necessary changes, and resubmit for review.
</Accordion>

<Accordion title="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.
</Accordion>

<Tip>
  For a smooth onboarding, share this checklist with clients **before** their onboarding session so there are no surprises on the day:

  * ✅ Meta Business Account created and accessible at business.facebook.com
  * ✅ Phone number decided (and confirmed not active on WhatsApp)
  * ✅ Team member list ready (names and email addresses)
  * ✅ First 2–3 template messages drafted and ready to submit
</Tip>