# WhatsApp your customers Source: https://help.mucka.ai/integrations/connect-whatsapp-for-customers Category: Integrations Last updated: 2026-09-19 > Connect your own WhatsApp Business number so Mucka can send your customers booking confirmations, invoices and quotes from you — while you carry on using WhatsApp on your phone exactly as you do now. There are two different WhatsApps in Mucka and it's worth getting them straight before you read on. **WhatsApp for you and your team** is you talking to Mucka — asking it what's on today, approving a quote from the van. That's already set up, and it's a different article: [Set up WhatsApp](/help/getting-started/set-up-whatsapp). **This one is you talking to your customers.** Booking confirmations, on-my-way messages, invoices and quotes going out on WhatsApp instead of a text — from your number, with your name on them. ## Why bother, if we already text them? One reason, and it's a big one: **a text can't carry a link.** The mobile networks block links in business texts. Not "sometimes" — they filter them, and they don't tell you or your customer that they've done it. That's why every text Mucka sends says things like "we've emailed you the link" instead of just giving them the link. It's a real limitation and we've designed around it for two years. WhatsApp doesn't have that problem. So an invoice can arrive with a **Pay** button on it, and a quote with an **Accept** button. That's the whole reason we built this. The rest — better read rates, cheaper per message — is a bonus. ## Do I lose my WhatsApp? No, and this is the part most people are worried about, so here it is plainly. **You keep the WhatsApp Business app on your phone and carry on exactly as you are.** Your chats stay. Your history stays. Customers still message you and you still reply yourself, from your phone, in the app you already use. Meta call this "coexistence" and it's been running since 2025. What changes is that Mucka can now send the routine messages for you, from the same number, so they arrive in the same conversation your customer already has with you. **Mucka will never reply to your customers.** If someone answers "yes, 2pm's fine", that comes to you. Mucka doesn't answer for you, and it isn't going to start without us asking you first. ## What Mucka keeps a copy of Because it's all one number, Mucka gets a copy of the conversation — including what you type on your phone. That means the customer's record in Mucka shows the actual back-and-forth, next to their jobs and invoices. No more scrolling your phone to find what you agreed with someone in March. **Only conversations with people already in your client list are saved.** Your mate, your merchant, your other half — none of that is recorded anywhere. If the number isn't on a client record, Mucka doesn't keep it. ## What you'll need - **The WhatsApp Business app** — the one with the briefcase icon, not the ordinary green WhatsApp. Personal WhatsApp can't be connected. If you run the business off your personal WhatsApp you'd need to move to the Business app first, or use a second number. - **A Facebook login and a Meta Business account.** Most businesses have one already even if they've never used it. - **A card on file with Meta.** This one's important: **Meta bill you directly** for the messages, separately from what you pay us. It's roughly 4p a message. We don't mark it up and we never see it. ## The bits that switch off Connecting changes a few things on that number. Mucka shows you this list and makes you tick a box before it'll let you go any further, so you won't miss it — but here it is to read in your own time. None of them matter to most trades, but you should know before rather than after: - **Broadcast lists become read-only** — you can see the ones you have, but not send to them - **Disappearing messages, view-once photos and live location** stop working on that number - **WhatsApp on your computer needs re-linking** once, after you connect - **WhatsApp for Windows and smartwatches** won't work with it at all - **No blue tick** — the verified badge isn't available on this setup Everything else about your day is unchanged. **None of that is permanent.** It's how the number behaves while it's connected — disconnect and it all goes back. The one choice you can't take back is **which Meta business account you connect it to**: Meta don't let a number move to a different one later. Worth picking the right one first time. ## How to connect it **Do this bit on a computer, not on the app.** Meta's sign-up opens a Facebook window, and on a phone your phone hands that window to Safari — which can't pass the connection back to the Mucka app. It looks like it worked, Meta even emails you to say you're connected, and nothing arrives on our side. So the app doesn't offer the button at all; open **app.mucka.ai** in a browser on a computer instead. It takes five minutes and you only do it once. 1. Go to **Settings → Connections → Integrations → WhatsApp for your customers** 2. Press **Connect WhatsApp**. Nothing happens to your number yet — a panel opens listing what changes on it 3. Read it, tick **I understand what changes on my number**, then press **Connect WhatsApp** again 4. A Facebook window opens. Log in, pick your business, and pick the WhatsApp number you want to use 5. That's it from your side The number you pick in that Facebook window is the one you're stuck with — see the note above about the Meta business account. If you're not sure, close the window and come back; nothing is connected until you finish it. **There's more to it on Meta's side, and it's the fiddly part.** Your number has to be verified by Meta and you need a card on their file before anything will send. It's all in [Setting up your WhatsApp number with Meta](/help/integrations/set-up-your-whatsapp-number-with-meta), step by step. If you'd rather not do it alone, message us and we'll go through it on a screen share. ## Then there's a wait, and it's not us Once you're connected, Mucka sets up the message templates on your account and **Meta has to approve each one**. That's usually a few hours, sometimes longer. Until a template's approved, that particular message keeps going out as a text — nothing stops working while you wait. You can see where each one's up to on the same settings screen. Press **Check template approval** to refresh it. ## Choosing which number a customer hears from You don't have to. Once your templates are approved, Mucka sends on WhatsApp where it can and **falls back to a text automatically** for anyone who isn't on WhatsApp. Your customer gets the message either way — they just get a better one where it's possible. ## If someone's said stop If a customer has told you to stop texting them, that carries across. Mucka won't message them on WhatsApp instead. Same for the limit on how many messages one person can get in a week — that's about the person, not the app they're using. ## Disconnecting You can disconnect any time from the same screen. Your number goes back to being app-only and customer messages go back to texts. One thing to know: Meta don't let a number move between business accounts, so if you disconnect and later reconnect, it has to be the same one. Worth picking the right number first time.