By the end of this guide, your WhatsApp number should be connected to Medicasimple, your Meta-approved templates should be synchronized, and you should be able to send a message to an opted-in test recipient.

Before you start

• A verified Meta business portfolio and administrator access to it
• A business WhatsApp number and access to complete number verification
• Permission to view and edit WhatsApp settings in Medicasimple
• A test patient record using your own phone number, with WhatsApp consent enabled

If your Meta business account is not ready, complete How to Create a Facebook Business Account and How to Verify Your Facebook Business Account first.

1. Connect the WhatsApp number

1. Open Settings → WhatsApp Settings → WhatsApp Provider Settings.
2. Start a new connection. In the Meta window, select the correct Meta account, WhatsApp Business Account (WABA), and business phone number.
3. Approve the account and phone permissions requested by Meta and finish the embedded registration.
4. If you want to keep using the existing number in the WhatsApp app, select Coexistence during connection. This mode allows a supported existing number to be used in both the app and Medicasimple.

2. Check the four connection statuses

Review each field in the connection summary under WhatsApp Provider Settings:

• Business verification: whether Meta business verification is complete.
• Account status: whether the selected WhatsApp Business Account is available for use.
• Webhook status: the connection that delivers WhatsApp events to Medicasimple.
• Template sync: whether Meta message templates have been imported into Medicasimple.

If any field shows Action Required, resolve it before enabling automations. Do not treat the four checks as a single “connected” status.

3. Synchronize templates

1. In Meta WhatsApp Manager, confirm that the message template you need is approved.
2. Return to Medicasimple and select Sync templates.
3. Open WhatsApp Automation and select the correct template for the relevant automation.
4. Check that variables such as patient name, date, time, and links are in the correct order.
5. Set the delivery time when available, enable the automation, and save.

Each automation is managed separately. Enabling one does not enable the others. A template edited in Medicasimple still requires Meta approval before use.

4. Send a test before going live

1. Open the test patient record that uses your own number.
2. Confirm that WhatsApp Consent is enabled and the phone number is correct.
3. Send yourself a test message using an approved template.
4. Check names, dates, times, links, and other variables on the phone.
5. Review the send result in the patient profile’s Communication area.

If a message is not sent

1. The test message also fails: recheck account, webhook, and template sync statuses.
2. Only one patient is affected: check WhatsApp consent and the saved phone number.
3. The template is missing: check its Meta approval and synchronize again.
4. An automated message is missing: confirm the automation is enabled, linked to the correct template, and has the right timing.
5. Sending still fails: check the valid payment method in the Meta business account.

If WhatsApp settings are not visible

For viewing access, check Can View Clinic Details. To make changes, also check Can Edit WhatsApp Settings and Can Edit Clinic Details. Sign out and back in after changing permissions.

When to contact support

Contact Medicasimple Support if embedded registration cannot be completed, the connection summary remains on Action Required, or an approved template cannot create a test message. Share the visible business verification, account, webhook, and template sync statuses; connection mode; and a screenshot with personal information masked.