Setting up the WhatsApp Business Connector app

Account owners and admins can seamlessly add and connect WhatsApp numbers, complete basic setup, and onboard WhatsApp within the Zoom Contact Center client interface. This integration enables agents and supervisors to send and receive WhatsApp messages, enhancing customer experience and engagement by reaching users on this popular messaging platform.

This article covers:

Prerequisites for using the WhatsApp Business Connector app


Important: At present, only WhatsApp Service Conversation types are supported. Zoom does not provide technical support for the WhatsApp Platform. If you need help, contact WhatsApp or your IT admin that manages the application.

Types of numbers supported 

Types of numbers NOT supported 


You can only register a mobile phone or a landline (fixed) number that you own. You must be able to receive international calls or SMS with the phone number you're trying to register. 

Number should not already be registered with another WhatsApp user/account. If you are already using the WhatsApp number elsewhere and want to re-use it in the Zoom Contact Center, remove the WhatsApp number from your WhatsApp Business Account.

How to access the WhatsApp Business Connector app

You can access custom connector apps from two different places: the Zoom App Marketplace listing page, or the Manage Connectors page.

Accessing the app from the Zoom App Marketplace

  1. Sign in to the Zoom App Marketplace using admin credentials.
  2. Use the search box to find the WhatsApp Business Connector app.
  3. Click on the app's icon or name to access it.
  4. Click Create Connector.

Accessing the app from the Manage Connectors page

  1. Sign in to the Zoom App Marketplace using admin credentials.
  2. In the top-right corner, click Manage.
  3. In the Admin App Management section, click Manage Connectors.
  4. Click Add Connector then WhatsApp Business Connector.

How to set up the WhatsApp Business Connector app

  1. Follow the previous section to access the Custom Connector app.
  2. Click Connect to confirm you want to connect third-party WhatsApp Business to your Zoom account
    A new browser window will open requesting you to log in.
  3. Once logged in, click Get Started to begin the WhatsApp signup flow.
  4. Select the applicable Meta Business account that you would like to use.
  5. Create or select a WhatsApp Business account that you want to connect to.
  6. Select or enter the WhatsApp Business phone number and choose how you would like to verify the number.
    Depending on your chosen verification method, a verification code will be sent via text or phone call. Ensure that the number you are using is not connected to a WhatsApp Business account.
  7. Click Next.
    You will be asked to reconfirm if you want to connect your third-party number to your Zoom account.
  8. Click Confirm.
    You will see a confirmation screen saying your WhatsApp Business Connector is now available to use in Zoom client. You can now use your connected WhatsApp Business phone number as an entry point within your Zoom Contact Center Flow. Your connection will also be visible on the Marketplace Connector page.
  9. (Optional) To add another WhatsApp number to Zoom, repeat the steps above.

When a WhatsApp Business Account (WABA) is shared with a Business Service Provider (BSP) like Zoom, it's crucial to understand that one WABA can only be linked to one BSP at a time. Therefore, if you already have a payment method, such as a Mastercard, associated with your WABA and you intend to share it with another BSP, you have two options:

Learn more about creating, verifying and adding users to your WhatsApp Business Account.

How to disconnect WhatsApp Number from Zoom

  1. Remove Business Solution Provider (BSP) permissions from the WhatsApp number.
    Once done, you will lose access to the WhatsApp API. 
  2. Remove the WhatsApp number from your WhatsApp Business Account.
  3. Sign in to the Zoom App Marketplace.
  4. Go to the Marketplace Connector page
  5. Select Delete to delete the specific WhatsApp number that has been disconnected.
    Note: Delete option will only be visible once steps 1 and 2 are completed.

Consumer experience


How your data is used

The WhatsApp Business Connector allows Zoom Video Communications Inc. to manage your WhatsApp Business Account. To do so, you'll need to share account and billing permissions. The permissions you’ll share with Zoom Video Communications Inc. include:


By adding this connection, you agree to the WhatsApp Business Terms of Service and the Meta Terms of Service.