# How to enable WhatsApp in your Futuria CRM account > Follow this step-by-step guide to set up and integrate your WhatsApp Business number with Futuria CRM and start messaging your customers. Author: Futuria Support Team · Published: June 24, 2026 · Reading time: 8 min read Source: https://futuriamarketing.com/en/supporto/come-abilitare-whatsapp-futuria-crm/ --- ## Setting up a new WhatsApp Business number **Note:** if you are already using a number on the WhatsApp Business app and want to keep using it, do not start from the new-number flow. Use the **Coexistence** route, which allows the same number to stay active both in the WhatsApp Business app and in Futuria CRM. ### Step 1: Buy a Futuria CRM phone number Buy a **Futuria CRM phone number** and **forward calls** to your main contact number. ![Buying a Futuria CRM phone number for WhatsApp.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/eeec0314-3eda-4c12-bdbb-1df4170d19e9.jpg) ### Step 2: Start the registration process Go to **Settings > WhatsApp > Set up a new WhatsApp number**. ![Futuria CRM settings screen for setting up a new WhatsApp number.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/997ea888-9181-4897-b98b-8488dcbb2c64.png) ### Step 3: Continue with Facebook Click **“Continue with your Facebook account”** to proceed. ![Dialogue window for continuing the WhatsApp set-up with a Facebook account.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/285af619-1055-44f9-843a-0dae61035184.png) ### Step 4: Begin the set-up Tap **“Start”** to begin the integration process. !['Start' button to begin the WhatsApp Business integration.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/cb7792de-53de-4a4b-bda2-a0e8c2fe0859.png) ### Step 5: Enter your business details Fill in the required **business information** and click **“Next”**. ![Form for entering business information for the WhatsApp Business account.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/4bf39d41-6793-4fc4-aa5c-5a6600aad272.png) ### Step 6: Create a WhatsApp Business account Select **“Create a WhatsApp Business account”**. ![Selecting the option to create a new WhatsApp Business account.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/e3ce54ee-3815-4638-b2d0-af6ccd2ced01.jpg) ### Step 7: Confirm your selection Click **“Next”** to proceed. ![Confirmation screen for proceeding with the creation of the WhatsApp account.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/3df4d33b-aaf0-4f84-a1a7-884ebf083559.jpg) ### Step 8: Save and complete the set-up Click **“Save”** to apply your settings. !['Save' button to apply the WhatsApp set-up settings.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/37c01ca8-c609-4a6d-a028-11ca48084c4f.png) ### Step 9: Finish the set-up Tap **“Done”**: your **WhatsApp Business account** is now successfully integrated! ![Final screen confirming that the WhatsApp Business integration is complete.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/4b24848d-2491-4745-91cc-5eadb4d763f8.png) ## Phone number verification ### Step 10: Add and verify your phone number Click **“Add phone number”** and proceed with verification. !['Add phone number' button for verification on WhatsApp Business.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/31df145f-3797-4451-aca0-c27ef907d25d.jpg) ### Step 11: Choose a verification method **Text message (SMS):** select this option to receive a **one-time passcode by SMS**. Go to the **Conversations** tab to retrieve the code. **Phone call:** if you select this option, you will receive a **verification call** on your **forwarded number**. ![Choosing the verification method for the WhatsApp number: SMS or call.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/d587fcb1-93d6-42a8-9f7f-b72fcb5a2ca5.jpg) ### Step 12: Enter the 6-digit one-time passcode Enter the **6-digit one-time passcode** received by SMS or call to verify your number. ![Field for entering the 6-digit one-time passcode to verify the WhatsApp number.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/42edf5aa-234c-4077-a004-1a516b4739ec.jpg) ### Step 13: Verification complete! Your **WhatsApp Business number is now successfully verified** and ready to use. ![Confirmation message that the WhatsApp Business number has been successfully verified.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/2ff1c782-0549-4de8-917b-4bb5883c9483.jpg) > With **Coexistence** you can carry on using the same number from the WhatsApp Business app and also manage it from Futuria CRM. Manual messages sent from the app remain free; automations, templates and messages sent from the CRM go through the WhatsApp Business Platform instead and follow its rules and rates. ## Choose the right method: new number or existing WhatsApp Business number Before connecting WhatsApp to Futuria CRM, choose the right route based on the status of the number. #### If you already have an active number on the WhatsApp Business app Use the **Coexistence** flow. This lets the number stay active in the WhatsApp Business app and, at the same time, be connected to Futuria CRM through the WhatsApp Business Platform. Do not delete the app during this route: keep it updated and complete the verification, one-time passcode or QR code steps when prompted. #### If you are activating a new number Follow the flow shown in this guide. In this case the number must be new, or at least not already active on WhatsApp or on the WhatsApp Business app. #### If the number is connected to another BSP or provider Do not use the new-number route and do not treat it as a simple Coexistence case. You need a **BSP migration** to the new WhatsApp Business account, keeping the Business Manager, WABA and number ownership correct. #### Coexistence limitations you should know about - Template messages and automations are sent from the CRM or the WhatsApp Business Platform, not from the app. - The WhatsApp Business profile stays managed from the WhatsApp Business app, not from the CRM. - A maximum of one number in Coexistence per account is supported. - Group chats are not synced into the WhatsApp Business Platform. - According to the platform documentation, numbers from Nigeria and South Africa are not supported for Coexistence. ## FAQ ##### I received an error message saying the number is registered on an existing WhatsApp account. What should I do? ![Error message stating that the number is already registered on a WhatsApp account.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/4725f846-c69d-4c3e-8857-5609fd07b33b.png) **Answer:** This error does not automatically mean you have to delete WhatsApp. It depends on the route you are using: - **Number already active on the WhatsApp Business app:** if you want to carry on using it from the app as well, choose the **Coexistence** flow. Keep the app installed and updated, then complete the verification, one-time passcode or QR code when prompted. - **New number:** if you are setting up a brand-new number without Coexistence, that number must not already be active on WhatsApp or on the WhatsApp Business app. - **Number connected to another provider:** if the number already sits with another BSP, you need to follow the BSP migration flow to the new WABA account. When in doubt, stop before deleting the app: removing it when you actually want Coexistence is the fastest way to turn an ordinary set-up into a small masterpiece of digital bureaucracy. ##### You have already connected the maximum number of phone numbers allowed for this business account. Delete a phone number to continue, or request additional numbers. Meta allows only two phone numbers per WABA account. ![Error message indicating that the maximum number of phones for the WABA account has been reached.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/6105a68f-2b18-4bae-9b4b-526c42a5b9cc.png) ##### Can I use my existing WhatsApp Business app number for the WhatsApp Business Platform? Yes, if the number is eligible and is connected through **Coexistence**. In that case the same number can stay active on the **WhatsApp Business app** and also work in **Futuria CRM** through the WhatsApp Business Platform. The important distinction is this: manual conversations can continue from the app, while automations, template messages and sends from the CRM go through the WhatsApp Business Platform and follow its rules. ##### How do I verify my WhatsApp Business phone number? Once you have added your phone number, you can verify it using one of these methods: - **SMS verification:** receive a one-time passcode by SMS and enter it in the Conversations tab. - **Call verification:** receive a verification call on your forwarded number and enter the passcode provided. ##### Can I change the WhatsApp Business phone number after verification? You cannot freely swap an already verified number for another one within the same set-up. If you need to use a different number, you must disconnect or reconfigure the integration and repeat the correct route: new number, Coexistence or BSP migration. ##### What should I do if I do not receive the one-time passcode during verification? - Make sure your phone number is correct and correctly formatted. - Check whether your network operator is blocking verification messages. - Try again after a few minutes, or select **call verification** as an alternative. ##### What happens if my WhatsApp Business account set-up fails? If you run into problems during set-up, check the following: - Make sure your business information is **correct**. - Check that you have chosen the right route: **Coexistence** for a number already active on the WhatsApp Business app, **new number** for a number not active on WhatsApp, **BSP migration** for a number connected to another provider. - If you are using Coexistence, update the WhatsApp Business app and complete the QR code or one-time passcode when prompted. - If you are setting up a new number, retry the **verification process** with a different method, SMS or call. ##### Can I manage my WhatsApp profile from the CRM? No. Under Coexistence the **WhatsApp Business profile**, including the name, image and business information, stays managed from the **WhatsApp Business app**. From the **CRM** you manage conversations, automations, templates and the history linked to your contacts. ##### What are the benefits of the WhatsApp Business Platform compared with the app alone? - **Automations and workflows:** send automated messages using the CRM's workflows. - **Team management:** centralise WhatsApp conversations alongside the CRM's other channels. - **Template messages:** send pre-approved templates for business communications and automations. - **History and context:** link conversations to the contact record, to opportunities and to operational activity. With Coexistence you no longer have to make an all-or-nothing choice: you can use the app for manual conversations and Futuria CRM for centralised management and automation. ##### Can I transfer my WhatsApp Business number back to the WhatsApp Business app? If the number is connected through **Coexistence**, you do not need to transfer it back: the WhatsApp Business app stays active. If, on the other hand, the number was registered or migrated to the WhatsApp Business Platform without Coexistence, going back to the app requires disconnecting or reconfiguring the number under Meta's and the provider's rules. Before doing so, check the impact on automations, templates and conversation history. ##### What is the difference between the WhatsApp Business app and the WhatsApp Business Platform? | **Feature** | **WhatsApp Business app** | **WhatsApp Business Platform / Futuria CRM** | **With Coexistence** | | --- | --- | --- | --- | | Manual 1:1 messages | ✅ Yes | ✅ Yes, from the CRM | ✅ You can use both | | Automations and workflows | ❌ No | ✅ Yes | ✅ From the CRM | | Approved template messages | ❌ No | ✅ Yes | ✅ From the CRM/API | | WhatsApp business profile | ✅ Managed from the app | ❌ Not from the CRM | ✅ Managed from the app | | Group chats | ✅ In the app | ❌ Not synced | ✅ They stay in the app | | CRM integration | ❌ No | ✅ Yes | ✅ Yes, for supported conversations | | Message costs | Manual messages free | API messages subject to Meta's rates | App free for manual, CRM/API pay-as-you-go |