Overview
You sign in to Meta yourself and give ElevenLabs, the AI platform your agent runs on, permission to manage your WhatsApp number. After that, Focus Group does the rest.
ElevenLabs is an official Meta Tech Provider. Your Meta business portfolio, WhatsApp Business Account and phone number stay owned by you throughout.
You (your Meta admin)
Prepare the Meta account, accept our ElevenLabs invitation, sign in to Meta and give permission. Once.
Focus Group
Send the invitation, connect the number to your agent, configure, test, go live and monitor the connection.
Before you start
Tick these off before your connection appointment. The highlighted one is the most common reason a connection fails.
- You have a Meta business portfolioOwned by your business, at business.facebook.com (formerly called Business Manager).
- The number is not active on WhatsApp anywhere elseNot on the WhatsApp or WhatsApp Business app on any phone, and not registered with another WhatsApp provider (for example Twilio, Gupshup, 360dialog or a contact-centre platform). If it is, tell us first: it must be released or moved before we can connect it.
- You can receive an SMS or call on the numberMeta sends a verification code during sign-in.
- The person signing in is a full admin of the portfolioPartner or employee access is not enough.
- You have chosen a display nameThe business name customers will see. Meta reviews it.
- A payment method is set in WhatsApp Manager (if needed)Only needed if your agent will message customers first (templates) or make outbound WhatsApp calls. Meta bills these directly to you. Replying to customers who message you does not need one.
- The WhatsApp account wasn't created inside a Meta developer appAccounts created that way can't use this connection process. Ask us if you're unsure.
Ticks are only saved on this page while it's open. They're here to help you prepare.
Connect your number, step by step
We usually do this together on a short screen-share. You sign in, and we guide you.
- You
Accept the ElevenLabs invitation
Focus Group emails you an invitation to the ElevenLabs workspace that runs your agent. Accept it and create a login (Google sign-in or email). This login has no billing or admin rights.
- You
Open the WhatsApp page
Go to elevenlabs.io/app/agents/whatsapp and click Import account.
- You
Sign in to Facebook / Meta
A Meta window opens. Use your own Facebook login, the one that is an admin of your business portfolio. Use a normal (not private) browser window and allow pop-ups.
- You
Choose your business portfolio
Select the portfolio that should own the WhatsApp account.
- You
Choose or create the WhatsApp Business Account
Pick an existing account or create one, and confirm the display name.
- You
Add and verify the phone number
Enter the number and the code Meta sends by SMS or voice call.
- You
Grant permission
Review the permissions Meta shows for ElevenLabs and click Continue / Confirm. This lets ElevenLabs send and receive WhatsApp messages and calls on your number.
- You
Check you're back in ElevenLabs
You'll land on the account settings page with your number listed. That's your part done. Let us know, and you can sign out.
What Focus Group does next
We normally go live within one working day. You don't need to do anything else unless you want template messages.
- Focus Group
Connect your agent
Until the agent is assigned, incoming messages are ignored and calls are rejected, so nothing goes live by accident.
- Focus Group
Set how it behaves
Whether it replies to messages, answers voice notes with voice notes, and shows a typing indicator.
- Focus Group
Add tools and integrations
For example ticketing, CRM (customer relationship management) look-ups, call-back requests or handing over to your team.
- Focus Group
Set up message templates (if needed)
To message a customer first, Meta needs an approved template. We draft them with you and submit them in your WhatsApp Manager. Approval usually takes minutes to 24 hours.
- Focus Group
Test
Text, voice notes, routing and, if used, WhatsApp calls, from a test handset.
- Focus Group
Go live and monitor
We check the connection every day and tell you if Meta's permission needs renewing.
What stays in your control
You keep ownership of everything on the Meta side and can withdraw access at any time.
| Ownership | The portfolio, WhatsApp Business Account, number, display name and templates stay in your Meta account. Focus Group never holds your Meta login. |
|---|---|
| Billing | Meta bills WhatsApp charges (template messages, outbound calls) directly to the payment method in your WhatsApp Manager. Your Focus Group service covers the AI agent. |
| Withdrawing access | In Meta Business Settings go to Accounts → WhatsApp accounts, select the account, open Partners and remove ElevenLabs. The agent stops responding. Please let us know first so we can switch off cleanly. |
| Your ElevenLabs login | Once your number is connected, we can remove your login from our workspace or keep it so you can reconnect later. Your choice. |
Troubleshooting & FAQ
Most problems come from the number still being registered somewhere else, or from signing in with a Facebook login that isn't a portfolio admin.
| What you see | Likely cause | What to do |
|---|---|---|
| Your WhatsApp account or portfolio isn't listed | The Facebook login isn't a full admin of the portfolio that owns it | Sign in with an admin login, or ask your admin to raise your access, then retry |
| The number shows as ineligible, is missing or errors | Still on the WhatsApp Business app or with another provider | Remove it from the app, or in Business Settings → WhatsApp accounts → Partners disconnect the old provider. Wait a few minutes and retry |
| The Meta window doesn't open, or closes straight away | Pop-up blocker or private browsing | Allow pop-ups for elevenlabs.io and use a normal window |
| Account was created in a Meta developer app | Developer-app accounts can't use this process | Talk to us. We'll plan a different route |
| The agent worked, then stopped replying | Meta's permission expired or was removed | We'll ask you to repeat steps 2 to 8 (about 5 minutes) |
Can my team still use the WhatsApp Business app on the same number?
Not yet. Running the app and an AI agent on one number together (Meta calls this "coexistence") isn't available today. Your agent can hand conversations to your team through other channels, and we'll tell you when coexistence is available.
Can we keep our current WhatsApp provider for messages and use the agent for calls only?
Sometimes. If your provider supports SIP (Session Initiation Protocol, the standard for internet phone calls), WhatsApp calls can be routed to the agent while the provider keeps messages. Ask us to check.
Who pays for what?
Meta charges for WhatsApp templates and outbound calls through your WhatsApp Manager. The AI agent itself is part of your Focus Group service.
Where is our data processed?
Ask your Focus Group contact for the current data-processing details for your plan.
Readiness form
Fill this in and send it to your Focus Group contact before we book your connection appointment.
| Question | Your answer |
|---|---|
| Company legal name | |
| Meta business portfolio name and ID (Business Settings → Business info) | |
| Is the portfolio business-verified? (yes / no / don't know) | |
| Name and email of the Meta admin who will sign in | |
| Phone number to connect (with +44) | |
| Where is this number on WhatsApp today? (nowhere / WhatsApp Business app / another provider, and which) | |
| Display name customers should see | |
| What should the agent do? (answer messages / voice notes / WhatsApp calls / send notifications first) | |
| Payment method added in WhatsApp Manager? (needed for templates and outbound calls) | |
| Preferred date and time for the 15-minute appointment |
Copied. Paste it into an email to your Focus Group contact.