Connect WhatsApp, Instagram and Messenger
Connect your company's WhatsApp Business number, Instagram professional account and Facebook Page to HyoNova Support with Meta, and understand reply windows, templates and channel states.
On this page
Works after HyoNova sets up its Meta connection and your company connects its own WhatsApp Business number; until then it shows 'Not configured'.
HyoNova Support receives and answers messages from WhatsApp, Instagram and Messenger through Meta's official business APIs. Your customers keep writing where they already do; your agents answer from the HyoNova inbox, and replies are sent from your WhatsApp number, Instagram account or Facebook Page.
What you need#
| Channel | You need |
|---|---|
| A WhatsApp Business account in Meta's business tools, with a phone number registered for the WhatsApp Business Platform (Cloud API). A number used in the WhatsApp Business app on a phone must first be moved to the platform, following Meta's rules | |
| Messenger | A Facebook Page, and a role on that Page that allows messaging |
| An Instagram professional account (business or creator) linked to a Facebook Page you manage |
You also need:
- Support administration in HyoNova. By default, Owners and Admins have it.
- A Facebook account with access to those business assets in Meta's business tools.
HyoNova does not create Meta accounts, register numbers or verify your business with Meta. Those steps happen in Meta's own tools.
Connect with Meta#
- Open the channels. Go to Company administration › Support › Channels and choose Connect with Meta.
- Sign in to Meta and choose what to share. Meta's window opens. Sign in, then choose the business, WhatsApp accounts, Pages and Instagram accounts HyoNova may use, and approve the permissions. HyoNova asks only for what it needs to read and send messages and manage the webhook subscription for those assets.
- Come back to HyoNova. HyoNova lists what the authorisation can reach: WhatsApp numbers with their display number and verified name, Facebook Pages (and whether your role there allows messaging), and Instagram accounts with their linked Page. Items that are already connected are marked.
- Pick the assets to connect and, for each, the inbox it delivers into.
- Connect. HyoNova stores the access for each asset in its secret store and subscribes to the asset's messages. Each connected asset appears as a channel with the state Connected.
The Meta authorisation link is valid for 15 minutes and can be used once. If it expires, choose Connect with Meta again.
Connecting an asset that is already connected says This account is already connected.
If the subscription to the asset's messages fails, the channel is still created, with the state Needs attention and the reason. Fix the cause in Meta's tools, then use Test connection.
Reply windows and templates#
Meta decides when a business may write to a customer. HyoNova follows those rules and tells the agent before they write.
| Channel | Within 24 hours of the customer's last message | After 24 hours |
|---|---|---|
| Free-form replies, with attachments up to 16 MB | Only an approved message template. A free-form reply is refused | |
| Messenger | Free-form replies, with attachments up to 25 MB | Up to 7 days: replies are sent as a human agent reply, which Meta allows for that period. After 7 days: no reply is possible |
| Free-form replies, with attachments up to 8 MB | Same as Messenger |
Every new message from the customer opens the window again.
WhatsApp templates#
Message templates are created and approved in Meta's tools for your WhatsApp Business account. HyoNova does not create or submit templates. When the window is closed, the composer lists the approved templates of the conversation's WhatsApp number. Choose a template and its language, and fill in the values for its placeholders. Meta may charge your WhatsApp Business account for template messages according to its own pricing.
Channel states and "Needs attention"#
| State | What it means | What to do |
|---|---|---|
| Connected | Messages arrive and replies are sent | Nothing |
| Not configured | HyoNova's Meta connection is not set up, or the asset is not connected | Wait for HyoNova, or connect the asset |
| Needs attention | Meta refused HyoNova's access to this asset — the access was removed, expired, or your permissions on the Page or WhatsApp account changed — or the message subscription failed | Choose Connect with Meta again and reconnect the asset, then Test connection |
| Disconnected | Your company disconnected it | Connect it again if you need it |
| Provider unavailable | HyoNova's Meta connection is not available on the platform right now | Contact HyoNova through Get help |
Test connection asks Meta whether HyoNova can still reach the asset and records the result and time on the channel. The channel also shows when the last message arrived and was sent, and the last error.
While a channel is not connected, agents cannot reply on it: HyoNova says This channel is not connected, so the reply cannot be delivered. Messages already in the inbox stay there.
Disconnect a channel#
Choose Disconnect on the channel. HyoNova stops receiving and sending on it and deletes the access it stored for that asset; for a Facebook Page or Instagram account it also removes the message subscription. Past conversations stay in the inbox. To stop HyoNova's access completely, also remove HyoNova from your business integrations in Meta's tools.
Delivery and receipts#
- WhatsApp reports Delivered and Read.
- Messenger reports Delivered and Read.
- Instagram reports Read.
Attachments that customers send are checked and stored privately in your company's HyoNova Support folder. Files that are too large or of a refused type are not stored, and the message says so.
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