# WhatsApp order notifications (Cloud API) > Send an automatic WhatsApp alert to you and a confirmation to the customer on every order, from your own WhatsApp Business number — and exactly where to find the three values Meta asks for. Guide: https://sitesplaced.com/help/payments-and-orders/whatsapp-order-notifications · Section: Payments & Orders · Last reviewed: 2026-08-23 With **WhatsApp Business (Cloud API)** connected, every order triggers two WhatsApp messages from **your own business number**: a *new-order alert* to you and an *order confirmation* to the customer. COD and manual orders send on placement; online payments send once paid. It runs on Meta's official API, so messages come from a verified business number with your name on it. > **Three values, one-time setup:** SitesPlaced needs a **Phone number ID**, a **WhatsApp Business Account ID** and a **permanent access token** — all from Meta, all free to generate. The walkthrough below shows exactly where each one lives. Budget about 15 minutes the first time. ## Before you start - A **Facebook account** and a **Meta Business portfolio** (Meta creates one for you during app setup if you don't have it). - A **phone number for the API**. This number is moved off the WhatsApp / WhatsApp Business *app* on your phone — you can't use both at once. Most stores use a second SIM or a landline that can receive an SMS/voice code. - **Your own WhatsApp number** saved under **Settings → Store details → WhatsApp number** (with country code, e.g. `91…`). That's where the new-order alert goes — it must be a *different* number from the API one. > **Want to try it first? Use Meta's free test number:** Every WhatsApp app on Meta comes with a **test phone number** that can message up to 5 numbers you verify. You can connect SitesPlaced with the test number's Phone number ID to see the whole flow working before you add your real number. ## Step 1 — Create the Meta app and add WhatsApp 1. Go to [developers.facebook.com/apps](https://developers.facebook.com/apps/) and sign in with your Facebook account. 2. Click **Create app**. When asked what you want to do, choose **Connect with customers through WhatsApp** (on older screens: app type **Business**, then add the **WhatsApp** product). 3. Give it any name (e.g. your store name), pick or create your **Business portfolio**, and finish. 4. You land on **WhatsApp → API Setup** (sometimes called *Quickstart*). Keep this page open — two of the three values are here. ## Step 2 — Phone number ID and WhatsApp Business Account ID On the **API Setup** page, under *Step 1: Select phone numbers*, you'll see a **From** dropdown. Directly beneath it Meta prints two numbers: - **Phone number ID** — a long number like `106540352242922`. This identifies the *sender*. Copy it into the **Phone number ID** field in SitesPlaced. - **WhatsApp Business Account ID** — another long number, like `102290129340398`. This is the account that owns your message templates. Copy it into the **WhatsApp Business Account ID** field. To use your **real** number instead of the test one, click **Add phone number** on that same page (or open **WhatsApp Manager → Phone numbers**), verify it by SMS or call, and then pick it in the **From** dropdown — the IDs beneath update to match. If the number is currently on the WhatsApp app, delete the account in the app first (**Settings → Account → Delete my account**). > **Don't copy the token from API Setup:** API Setup also shows a **Temporary access token**. It expires in 24 hours, so notifications would stop tomorrow. Skip it — Step 3 makes one that never expires. ## Step 3 — Permanent access token (System User) 1. Open [business.facebook.com/settings/system-users](https://business.facebook.com/settings/system-users) (Business Settings → **Users → System users**). Make sure the right Business portfolio is selected at the top left. 2. Click **Add**, name it (e.g. `sitesplaced`), set the role to **Admin**, and create it. 3. With the new system user selected, click **Assign assets**. Under **Apps**, tick your app and turn on **Manage app** (full control). Under **WhatsApp accounts**, tick your WhatsApp Business Account and turn on **Manage WhatsApp Business accounts** (full control). Save. 4. Click **Generate new token**. Choose your app, set **Token expiration** to **Never**, and tick these permissions: `whatsapp_business_messaging`, `whatsapp_business_management` (and `business_management` if shown). 5. Click **Generate token** and copy the long string starting with `EAA…`. Meta shows it **only once** — paste it straight into the **Permanent access token** field in SitesPlaced. ## Step 4 — Connect in SitesPlaced 1. Open **Settings → Integrations** and find the **WhatsApp Business (Cloud API)** card. 2. Paste the three values and click **Verify & connect**. We check the token against your phone number (nothing is sent to anyone). 3. SitesPlaced then creates two message templates on your WhatsApp Business Account — a customer *order confirmation* and a *new-order alert* for you. Meta reviews them automatically, usually within minutes (up to 24 hours). The card shows **In review → Approved**. 4. Once approved, press **Send test message** — the alert template with sample values arrives on your Store-details WhatsApp number. From then on every order sends automatically. > **Why templates?:** WhatsApp only lets a business *start* a conversation with a pre-approved template (free-form replies are allowed for 24 hours after the customer writes to you). That's why the first messages wait for Meta's approval. If a template is rejected, the card shows Meta's reason — reply to support and we'll adjust the wording. ## Costs and billing Meta charges **per message** to *your* WhatsApp Business Account — SitesPlaced doesn't add anything. Order notifications are *utility* messages, the cheapest category (a fraction of a rupee each in India). Before a real number can send, add a payment method in **WhatsApp Manager → Settings → Payment methods**. The test number is free. ## Optional — delivery ticks in your dashboard To see *Delivered* / *Read* next to each message in the order drawer, give Meta a webhook: 1. In your Meta app, open **WhatsApp → Configuration → Webhook** and click **Edit**. 2. Paste the **Callback URL** and **Verify token** shown on the SitesPlaced card, and click **Verify and save**. 3. Under **Webhook fields**, subscribe to **messages** and **message_template_status_update**. For signed webhooks, you can also paste your **App secret** (App Dashboard → **App settings → Basic → App secret → Show**) under *Advanced* on the card. It's optional and stored encrypted. --- **Q: "Access token invalid" or "token lacks permission" when connecting** The token was generated without the WhatsApp permissions, or the system user wasn't assigned the app and the WhatsApp account. Redo Step 3 — assign both assets with full control, then generate a fresh token with `whatsapp_business_messaging` + `whatsapp_business_management`. **Q: Templates stay "In review" for hours** Meta says review can take up to 24 hours; messages queue meanwhile and go out automatically once approved. Press **Retry / refresh** on the card to re-check. **Q: The customer didn't get a message** Open the order — the **WhatsApp** panel shows the status and Meta's reason (for example the number isn't on WhatsApp, or your account hit a limit). Also check the customer typed their number with country code at checkout. **Q: I didn't get the owner alert** The alert goes to the **WhatsApp number under Store details**. It must be a real WhatsApp number and *different* from the API number (WhatsApp can't message itself). **Q: Can customers reply?** Yes — replies land in your WhatsApp Business inbox at [business.facebook.com/latest/inbox](https://business.facebook.com/latest/inbox) (or any tool you connect to the number), not in SitesPlaced. **Q: Can I keep using the WhatsApp app on the same number?** No. A number is either on the app or on the API. Keep your personal/business app number for chatting and put a second number on the API.