This guide explains how to enable WhatsApp messaging in ExpertConnect using Meta’s Tech Provider Program (TPP).
WhatsApp TPP onboarding connects ExpertConnect (tech provider), Twilio (business solution provider), and Meta (Facebook). Because the setup includes multiple services, platforms, and verification steps, we strongly recommend completing this process during a live session with your Dealer Success (DS) representative for the first time.
Before You Start
✅ Requirements
Before beginning, make sure:
Your dealership has a Verified Meta (Facebook) Business account
You know who manages your dealership’s Meta account, and you have informed the ExpertConnect team.
You have access to ExpertConnect as an Admin or Manager
You know whether you will use:
A Twilio phone number, or
Your own phone number (Bring Your Own Number – BYON)
⚠️ Important The WhatsApp TPP onboarding process will fail, and Meta may block future onboarding attempts unless your Meta Business account is verified. Please do not proceed with onboarding until the business is Meta verified.
Step 1: Access WhatsApp Setup in ExpertConnect
Log in to ExpertConnect
Navigate to: Manage → Team → Chat → WhatsApp
If your account is properly enabled, you will see the WhatsApp configuration screen.
Step 2: Choose Your TPP Onboarding Method
You will see two options. Choose the one that matches your situation.
Option 1: Self Onboarding
Select this option if you are a Meta (Facebook) admin for your Dealership's Meta (Facebook) Business Account / Profile and happen to have an account in ExpertConnect for your dealership.
Option 2: Invite a Facebook Administrator
Select this option if the Meta admin is someone else and does not have an ExpertConnect account.
An invitation link will be sent to the Meta admin
The link expires and must be completed before it does
The Meta admin will finish the setup with Facebook
Avoid forwarding the invite email and instructions further
Step 3: Business Display Name
You’ll be asked to enter a Business Display Name for WhatsApp.
✅ Recommended format
Company Name – Team Name
Team Name – Company Name
❌ Do not use:
Only the dealership name
Generic or branded terms
Any reference to WhatsApp, Meta, Facebook, or John Deere
Step 4: Phone Number Selection (BYON)
You will see an option called Bring Your Own Number (BYON).
If using your own phone number
✅ Check Bring Your Own Number
Enter the number carefully
Country‑specific formatting
Mexico: Add 1 after the country code
Argentina: Add 9 after the country code
If using a Twilio number
❌ Leave BYON unchecked
The phone number field will be read‑only and auto‑filled
Step 5: Business Profile Information
This information will be visible to customers on WhatsApp.
You must complete:
Website
Profile “About” description (required – can be changed later)
✅ Tip For the website field, copy and paste the link instead of typing it.
Step 6: Facebook Login & WABA Creation
You will be redirected to log in to Facebook.
The Meta admin must:
Select the correct Meta Business Profile associated with the Dealership.
Create or select a WhatsApp Business Account (WABA)
When performing TPP for the first time on your account, you must create a new WhatsApp Business Account (WABA) specifically for ExpertConnect.
If your account already has a WABA created for ExpertConnect, select that existing WABA instead of creating a new one.
All team phone numbers must be associated with the same ExpertConnect WABA.
WABA setup guidelines
Category: OTHER
Recommended name format: “Company Name – ExpertConnect”
Step 7: Phone Number Verification
Choose how customers will identify your dealership. Please, select the second option that will show your phone number to customers.
Verification Method
✅ Select “Phone Call.” This is especially important for Twilio numbers that will not be able to receive a text message.
⚠️ Country‑specific formatting
Mexico: Add 1 after the country code
Argentina: Add 9 after the country code
WhatsApp may require legacy number formats for verification.
✅ Select “Text message.” This option is available if you can receive a text message with the code on your device.
🚨 Important Steps Before the Verification Phone Call
Before proceeding to the phone verification step, pause and read this carefully.
If you are using an ExpertConnect-provided - Twilio phone number, Meta will deliver the verification code by phone call. To avoid missing the code, make sure the following is done before you continue:
✅ Ensure someone is logged into ExpertConnect and available to answer the call
✅ This person must be included in the team’s ring schedule
✅ Disable any call tree, IVR, or greeting for the team temporarily
This ensures the full verification code can be heard clearly
When the call comes in:
Meta will read the verification code out loud
The code may start playing immediately, sometimes before the greeting finishes
Listen to the entire message carefully
Only type the code once you are confident you have heard the complete code
Entering an incomplete or incorrect code may require waiting for a few minutes to a few hours before you can retry, and can delay the onboarding process.
Once verification is complete, normal call settings can be restored.
Step 8: Enter the Verification Code
Enter the verification code exactly as provided
If verification fails:
Wait the full time shown before retrying
Retrying too quickly may cause Meta to block the process
🚨 Critical Instructions – Read Carefully
Do NOT close the pop‑up window during verification.
Closing the pop‑up can interrupt the Tech Provider Program onboarding and may require restarting the entire setup.
✅ Keep all screens open until:
The verification code is accepted
You see the final confirmation screen
Step 9: Completion
When onboarding is complete:
You will see your WhatsApp interaction limits
Limits are defined by Meta
Limits may increase over time based on usage, quality scores, and volume
✅ Final Status and Next Steps (Read Carefully)
Once the Meta setup is completed, do not make any changes in Meta while the process finishes in the background.
What to expect next
You may log in to Meta to view the setup status, but:
❌ Do not edit, delete, or change anything
❌ Do not add numbers, change settings, or modify the account directly in Meta
The process may take a short time to fully propagate.
✅ You are ready to proceed once message templates appear in Meta. When the templates are visible, WhatsApp is successfully connected and you may begin testing messaging in ExpertConnect.
❗ Important Restrictions
After WhatsApp TPP onboarding is complete:
Dealers must not:
Change the WhatsApp profile description
Add images or logos
Modify the business profile
Adjust WhatsApp settings directly in Meta
Any changes made directly in Meta can break the connection or cause compliance issues.
Need changes later?
If you want to:
Update the WhatsApp profile description
Add or change images
Make any adjustments to WhatsApp settings
➡️ Open a ticket with the Dealer Success team and request the changes. All updates must be coordinated through ExpertConnect.
📈 Adding More Numbers (Strong Recommendation)
If you plan to add additional WhatsApp numbers:
✅ Start with one number first
✅ Wait until it is fully working and stable
✅ Add new numbers gradually
⚠️ Adding multiple numbers at the same time can flag Meta and may slow down or block approvals.
Progressive onboarding helps ensure account health and smoother approvals from Meta.
Final Recommendation
Because the WhatsApp Tech Provider Program (TPP) setup involves multiple platforms and approvals, we strongly recommend:
Scheduling a live setup session
Completing each step with your Dealer Success representative
Waiting for final confirmation before closing any screens
