Check why Meta Business Agent won’t connect to your WhatsApp number and find out what to do next.
What you’ll need:
Admin access to Kommo.
Access to the Meta business account that owns your WhatsApp number.
The WhatsApp number you’re trying to connect to.
Keep in mind:
If your industry or business’s country isn’t supported, you can’t complete the connection.
Use this article if Meta Business Agent won’t connect to your WhatsApp number. For connection steps and prerequisites, see Connect Meta Business Agent to Kommo.
Your number isn’t eligible for Meta Business Agent
Kommo checks your number against Meta’s requirements. If a requirement isn’t met, you’ll see This number isn’t eligible for Meta Business Agent and a list of possible reasons.
Check whether your industry is supported
Your business must be in a supported industry. Finance, government, health, alcohol, gambling, over-the-counter drugs, and matrimony services aren’t supported. Your business profile must also have a valid category.
What to do:
Review the WhatsApp Business Messaging Policy for restrictions that apply to your business.
Check that your WhatsApp business profile has a category that accurately describes your business. If it is missing or incorrect, update it. If you cannot find the category setting, contact Meta Support for help.
If your industry is not supported, you cannot connect Meta Business Agent to your number.
Check your WhatsApp connection type
The number must be connected to WhatsApp Business Platform (Cloud API), not the WhatsApp Business app.
What to do:
Make sure your number uses the direct connection described in Connect WhatsApp Business to Kommo.
If your number uses the WhatsApp Business app connection, reconnect it using the direct connection steps in that guide.
If you are unsure how your number is connected, contact Kommo Support before reconnecting it.
Check for WhatsApp account restrictions
The WhatsApp Business Account (WABA) and the business that owns it must not be restricted or banned on WhatsApp.
What to do:
Check WhatsApp Health for issues with your WhatsApp Business Account.
Check the activity log to see the reason and the suggested next steps.
Follow Meta’s instructions to resolve the issue.
Once Meta removes the restriction, return to Kommo and click Check status. Meta decides whether and when restrictions are removed.
Check availability in your business’s country
Meta Business Agent must be available in your business’s country. This is based on the business’s country, not the phone number’s.
What to do:
Check where Meta Business Agent is available in the WhatsApp Business documentation.
If your business’s country is not supported, you cannot complete the connection yet.
Check your business verification status
Your business must pass Meta Business Verification and meet Meta’s trust and verification requirements.
What to do:
In the Meta Business Agent connection window, click Open Meta Business Suite.
Select the business that owns your WhatsApp account.
Follow Verify your business in Meta Business Suite to check your verification status and complete any missing steps.
Provide any information or documents Meta asks for.
If Meta is still reviewing your business, wait for the result before checking the connection again.
Check whether another product uses your number
Meta Business Agent requires a number that is not used by another messaging product.
What to do:
Check the settings of any other messaging service you use with this number, or ask its provider to confirm whether the number is connected.
If it is connected to another messaging product, choose one of these options:
Use a different WhatsApp number for Meta Business Agent.
Follow that provider’s instructions to disconnect the number, then return to Kommo and click Check status.
If you’re unsure which product is using the number, contact Meta Support before disconnecting anything.
Check your Meta Business Agent connection again
After completing any missing requirements:
Return to the Meta Business Agent connection window in Kommo.
Click Check status.
If all requirements are met, Kommo starts connecting the Meta Business Agent automatically. Wait for the Meta Business Agent is ready window.
Contact support for help
If your number still shows Not eligible after these checks, contact Meta Support through your Meta business account for help with eligibility, business verification, account restrictions, or conflicting messaging products.
For help with your number’s connection to Kommo or the Meta Business Agent integration, contact Kommo Support.
Include:
The WhatsApp number you are trying to connect.
A screenshot of the message shown in Kommo.
The requirements you have checked and any changes you have made.