WABA Onboarding Process
Getting on the WhatsApp Business API takes five steps and usually 5–7 working days. We prepare your documents, handle the Meta submission, and configure the platform for you — you just supply the number and the paperwork.
Two Ways to Bring Your Number
The first decision is which number you will use. You can start fresh, or keep the number your customers already know.
Path A — A Dedicated New Number
The cleanest route. You give us a number that is not currently active on WhatsApp or the WhatsApp Business app.
- Best for new WhatsApp channels, or when you want to keep staff chats separate
- The number must be able to receive an OTP by SMS or voice call
- If the number is already on WhatsApp, it must be deregistered first
- No chat history is carried over — you start clean
Path B — Keep Your Existing Number (Coexistence)
Meta's Coexistence option connects a number that is already live on the WhatsApp Business app, so you keep it and the API at the same time.
- Best for businesses whose customers already message that number
- You keep using the WhatsApp Business app for one-to-one chats
- Recent chat history can be synced across during setup
- Eligibility depends on Meta's current rules — we check it for you
5 Steps From Sign-Up to First Message
We handle the technical and submission work at every stage. Here is what happens, and what we need from you.
Account Setup & Number Registration
We create your WhatsApp Business Account and register your chosen number
What You Provide
- Your chosen business phone number (Path A or B)
- Access to receive the OTP on that number
- SSM registration documents (SSM e-Info or Form 9/13/24/49)
- A company email address and business website
- Your intended display name for the WhatsApp profile
What We Do
- Check your number's current status with Meta
- Create the WhatsApp Business Account and Meta Business portfolio
- Prepare and review your documents before submission
- Register and verify the number on the platform
- Connect the number to your iwsapp.my portal
Business Verification & Approval
Meta reviews your business documents and your intended use of the channel
What Meta Checks
- That your business is legally registered and real
- That your documents are authentic and match your details
- That your website and email belong to the same business
- That your use case complies with WhatsApp's policies
Typical Timeline
- Document submission — Day 1
- Initial review by Meta — Day 2–3
- Extra documents, if requested — Day 4–5
- Final approval and activation — Day 6–7
Display Name & Business Profile
Your public identity — what customers see when you message them
Profile Setup
- Display name, submitted to Meta for review
- Profile photo or logo, 512 × 512px
- Business description, category and industry
- Address, email and website links
- Business hours shown on your profile
Getting It Approved First Time
- Match your registered or trading name closely
- Avoid generic words alone, such as "Sales" or "Support"
- No promotional wording, prices or emoji in the name
- Keep the description factual — what you do, who you serve
Templates, Chatbot & Automation
We set up the messages and automation you will actually use
Message Templates
- Templates are drafted and submitted for Meta approval
- Each is categorised as Marketing, Utility or Authentication
- Buttons, media headers and variables configured
- Approval is usually quick, but plan for a day
Platform Configuration
- Welcome and away messages
- Keyword auto-replies and AI chatbot flows
- Multi-agent inbox and agent accounts
- API keys and webhooks, if you are integrating
Go Live & Start Messaging
Test, brief your team, and open the channel to customers
Ready to Use
- Send and receive messages from the portal or API
- Broadcast approved templates to opted-in contacts
- Share images, documents and other media
- Route conversations to the right agent
- Track delivery, read and reply reports
Good Habits From Day One
- Reply inside the 24-hour service window
- Only message contacts who have opted in
- Send marketing between 7:00 AM and 10:00 PM
- Watch your quality rating in the portal
- Keep an easy opt-out in every campaign
Typical timeline for a Malaysian SSM-registered business with complete documents.
What Malaysian Businesses Need
Have these ready before you start and the process moves considerably faster.
SSM e-Info printout, or Form 9 / 13 / 24 / 49 for Sdn Bhd. Must show your current registered name.
A recent utility bill or bank statement in the company's name, matching your registered address.
Able to receive an OTP by SMS or voice call, and not already tied to a WhatsApp account unless you use Coexistence.
A live website and an email on your own domain. Both should match the business being verified.
The name customers will see, plus a square logo at 512 × 512px for the profile photo.
A short description of what you will send — order updates, OTP, support replies, campaigns.
You Are Not Doing This Alone
Onboarding is the part most businesses get stuck on. We do the submission work and stay with you until the first message goes out.
We check your SSM and supporting documents against Meta's requirements before anything is submitted.
We handle the submission and chase any additional requests from Meta so nothing sits waiting.
Templates, chatbot flows, agent accounts and API integration are configured for you.
A walkthrough of the portal for your agents, covering the inbox, campaigns and reports.
Common Questions About Onboarding
Usually 5–7 working days for a Malaysian SSM-registered business with complete documents. Delays almost always come from one of three things: documents that do not match the registered name, a display name Meta rejects, or slow replies when Meta asks for more information.
Often yes. Meta's Coexistence option connects a number that is already active on the WhatsApp Business app to the API, so you keep the number, the app and your chat history. If Coexistence does not apply, the number can be deregistered from WhatsApp and registered fresh instead. Tell us the number and we will check which path applies.
No — those are two different things. Business verification is what allows you to send at scale through the API. The green tick is a separate Official Business Account status with its own criteria, and Meta Verified for Business is the paid subscription alternative. Our Green Tick guide explains which route suits your business.
No. The portal handles broadcasts, the shared inbox, chatbot flows and reports without any code. The API is there when you want to connect your own system — an e-commerce platform, CRM or ERP — but it is entirely optional.
Meta charges across four categories: Marketing, Utility, Authentication and Service. Service is billed by direction — inbound once per 24-hour session, and outbound per reply you send, which changed on 1 October 2026. There is no setup fee or monthly platform fee on standard packages. See the Pricing page for current Malaysian rates.
Rejections are usually fixable. Meta states a reason, we correct the underlying issue — commonly a document mismatch or display name — and resubmit. There is no charge from us for resubmitting during onboarding.
Yes. Sole proprietors and partnerships registered with SSM can onboard, provided the registration documents are current and the business details are consistent across your website, email and profile.
Ready to Start Your Onboarding?
Send us your business details and intended number. We will check the number's status, tell you exactly which documents you need, and start the submission.