Onro integrates directly with the official WhatsApp Business Platform through the Meta Cloud API. You can easily connect your own WhatsApp Business number and Meta account, and Onro will start sending automated messages directly through WhatsApp.
Once connected, WhatsApp becomes one of your active messaging providers in Onro, which you can use in the Communication module to send WhatsApp messages for order updates, tracking links, driver info, and more.
In this step-by-step guide, we’ll cover everything you need to know to set up WhatsApp integration in Onro.
WhatsApp does not allow free text for business-initiated messages. Every automated message must use a template approved by Meta. You create templates in WhatsApp Manager, and Onro loads them automatically.
Before you begin
Make sure you have the following:
A Facebook account and a verified Meta Business Portfolio (business.facebook.com)
A phone number for WhatsApp (see Step 3 for both cases: a number you already use on WhatsApp, or a new one)
Access to that number to receive an SMS or voice call
A payment method added in Meta (Meta charges per delivered message)
Admin access in Onro
Business verification is required:
This guide assumes your Meta Business Portfolio is already verified. If it is not, complete it first: Verify your business in Meta Business Suite. Without verification, your number stays limited, and messages may fail.
Meta charges you directly for WhatsApp messages, not Onro. Rates depend on the template category (Utility, Marketing, Authentication) and the recipient's country.
Order updates should be created as Utility templates, which are much cheaper than Marketing.
Step 1: Set up WhatsApp in Meta
1. Create a new Meta app with WhatsApp
Go to the Meta App Dashboard:
Log in with your Facebook/Meta account if needed.
You must be registered as a developer.Click Create App.
Enter your app’s name (e.g., “Onro WhatsApp”) and your contact email.
Select the use case Connect with customers through WhatsApp and click Next.
Select an existing business portfolio or create a new one.
Review the list of publishing requirements (you may not have any yet) and click Next.
Confirm your details, use case, and business portfolio. Click Previous if you need to make changes, or click Create app to finish.
After creation, you are automatically redirected to the Customize use case > Connect on WhatsApp > Quickstart page in the dashboard.
Steps mentioned here are based on Meta’s official guide. Always double-check the latest version here: developers.facebook.com/docs/whatsapp/cloud-api/get-started
2. Add the WhatsApp product
On the Quickstart page, click Start using the API.
You are taken to the API Setup page.
Connect your app to a WhatsApp Business Account (WABA):
Select an existing WABA, or
Click Create a WhatsApp Business account and follow the prompts.
3. Connect your phone number
On the API Setup page:
In the From dropdown, click Add phone number (or “Add a phone number”).
If the number is already used on WhatsApp (Messenger or Business app):
A number can only be active in one place, so you must delete the existing account first by following these steps:Open the WhatsApp or WhatsApp Business app on the phone that has the number.
Go to Settings → Account → Delete my account.
Wait a few minutes, then add the number in Meta.
Chat history is not transferred to the Cloud API. Export chats first if you need them.
If you are using a new number: The number must be able to receive SMS or a voice call and must not already be registered on WhatsApp. Landline numbers work if they can receive the verification call.
Then, for both cases:
Enter your business display name, category, and description.
Enter the phone number and verify it via SMS or voice call.
Select the verified number in the From dropdown.
Meta provides a free test number with every new app. Test numbers can only message a small number of pre-approved recipients, so use your own number for production.
4. Copy your Phone number ID and WhatsApp Business Account ID
On the same API Setup page, below the From field, copy:
•Phone number ID, for example 476326932231741
•WhatsApp Business Account ID, for example 364488863424421
Make sure to keep both somewhere. You will need to paste them in Onro later.
5. Add a payment method
Go to WhatsApp Manager → Overview → Billing.
Add a payment method to your WhatsApp Business Account.
Meta bills per delivered message. Without a payment method, messages will fail after the free allowance.
6. Generate a permanent access token
The token shown on the API Setup page under Generate access token is temporary (expires in ~24 hours). Do not use it in Onro. Create a permanent one instead by following these steps:
Go to business.facebook.com/settings → Users → System users.
Click Add, name the user (e.g., “Onro Integration”), set the role to Admin, and create it.
Select the system user and click Assign assets:
Under Apps → select your app → enable Full control (Manage app).
Under WhatsApp accounts → select your WABA → enable Full control.
Click Generate new token:
Select your app.
Set Token expiration to Never.
Enable these permissions:
whatsapp_business_messaging
whatsapp_business_management
business_management
Click Generate token and copy it immediately. Meta shows it only once.
Step 2: Create your message templates
Every automated WhatsApp message in Onro uses a template that you create and that Meta approves. To create a template, follow the steps below:
Open WhatsApp Manager → Message templates → Create template.
Set:
- Category: Utility for order and delivery updates. This is the cheapest category and the most likely to be approved for operational messages.
- Name: lowercase, no spaces, for exampleorder_delivered.- Language: for example, English (en).
Write the Body and add variables for the dynamic parts.
When creating a template, you can also choose Browse the WhatsApp Template Library for common Utility templates (delivery updates, order confirmations, etc.). These often get approved faster.
Numbered or named variables
Meta supports two variable styles for writing the body, and Onro works with both, but named variables are recommended because they are easier to read and map.
Style | Example | Notes |
Numbered |
| Default option |
Named |
| Easier to read and map. (Recommended) |
Pick one style per template. You cannot mix them in the same template.
Example body (named variables):
Hello, your order {{order_code}} has been delivered.
Thank you for choosing us.
Same body (numbered variables):
Hello, your order {{1}} has been delivered.
Thank you for choosing us.
After writing the body, add a sample value for each variable, then submit for review( Approval usually takes a few minutes up to 24 hours)
Tips for approval:
Do not start or end the body with a variable.
Add a realistic sample value for every variable.
Avoid promotional wording in Utility templates.
Create the template in every language you need. Each language is reviewed separately.
Step 3: Add WhatsApp in Onro
Now that you have all the necessary configs and info in place, it's time to add the WhatsApp messaging provider in Onro by navigating to the path below:
Admin Center → Settings → Integration → Messaging Gateway → Add → WhatsApp
Fill in the required fields:
Name: Enter any name you want, for example, "MarketingAccount"
Access token: Paste the permanent system user token from the previous step.
Business account ID: Paste the WhatsApp Business Account ID from the previous step.
Phone number ID: Paste the Phone number ID from the previous step.
Then, Click Save Changes.
After the integration is set up, the system automatically tests the connection and shows you the result. If the integration health passes all tests, the integration is working successfully, and the messages should be sent.
If the integration is successful but you don't send or receive messages as expected, you should check your communication settings to make sure right messages with the right triggers are configured.
Step 4: Use WhatsApp templates in Onro
To actually create the automated messages and use the templates you created in the previous step, go to:
Admin Center → Settings → Communication → Messaging (tab) → New
To learn about the communication module and its details, please read this article.
Fill in the required fields:
Name: any meaningful name, for example "Order delivered on WhatsApp".
Section: where the message applies (Orders, Drivers, Customers, Support).
Order Type, Service, Vehicle Type: narrow down when the message is sent, or leave
All.Trigger: the event that sends the message.
Message Provider: select your WhatsApp provider.
Recipient: who receives it. Choose Custom if you want to send to a fixed number.
Phone: only needed when the recipient is Custom.
WhatsAppTemplate: Onro loads all approved templates from your WhatsApp Business Account. Select one, for example
order_delivered (en). The template body appears below the field so you can see the exact text and its variables.
Under TemplateParameters, every variable in the template gets its own row. For each row, either type fixed text or select a Tag (from the tags list for dynamic filling with real-time data) and click Insert to add dynamic data such as order code, customer name, or tracking link, like the example below:
Parameter | Value |
| {orderCode} (Order code tag in Onro) |
Make sure to fill in every parameter. WhatsApp rejects messages with empty or missing variables.
After completing the fields, click Submit. The message is now live and will be sent automatically on every matching trigger.
Troubleshooting
No templates appear in the dropdown
Your templates are still pending or rejected in Meta, or the token does not have the whatsapp_business_management permission. Check WhatsApp Manager, then reopen the page.
Messages stopped working after 24 hours
You used the temporary access token. Generate a permanent system user token at this step and update it in the Messaging Gateway.
Template was approved but now costs more
Meta can reclassify a Utility template as Marketing. Check the category in WhatsApp Manager after approval.
Nothing is delivered to some recipients
The recipient has no WhatsApp account, or has blocked your number. Use the Communication logs to see the exact error.
If you don’t see your issue in the list, please contact us at [email protected], and we’ll be happy to help.
Good to know
A WhatsApp number can be active in only one place at a time: the WhatsApp app, the WhatsApp Business app, or the Cloud API.
Your messaging limit starts low, for example, 250 unique recipients per day, and grows automatically while your quality rating stays good.
Keep your quality rating healthy by sending only relevant, expected messages. Repeated blocks or spam reports reduce your sending limit.