Movius WhatsApp Onboarding with Meta

WhatsApp META Solution Onboarding Guide

WABA setup, billing, number registration, approvals, OBA and attachment controls

Audience Customer Meta/Facebook administrators, customer MMP administrators.

Important This consolidates the current onboarding flow and operational controls. The interface illustrations are representative screen guides, not pixel-perfect product captures. Validate labels against the target environment before execution.

1. Purpose and scope

This document provides an end-to-end, role-based process for onboarding an enterprise customer to the Movius direct Meta WhatsApp solution. It covers the initial tenant enablement through production readiness, including account creation or linking, billing, business profiles, phone-number registration, display-name and Official Business Account tracking, templates, attachments, policy controls, reporting and handover.

2. End-to-end onboarding at a glance

Phase	Primary owner	Key output	Exit gate
1. Feature Activation	Movius	Tenant capability and organisation flags enabled	Meta WhatsApp section visible in MMP
2. WABA onboarding	Customer Meta admin	WABA created or linked through Embedded Signup	WABA visible and Active
3. Billing and profile	Customer finance + MMP admin	Payment method and default business profile	Billing active; profile saved
4. Templates and numbers	Movius Delivery	Approved templates; numbers Connected and Registered	Messaging test succeeds
5. Approvals and activation	Movius + Customer admin	Display-name/OBA status tracked; users enabled	Production readiness accepted
6. Attachments and compliance	Customer admin + Movius	Allowed file types, DLP and archive path tested	Evidence captured and signed off

3. Roles and responsibilities

Customer Meta/Facebook Administrator: owns the verified Business Portfolio, completes Embedded Signup, creates or links WABAs and maintains customer-owned assets.
Customer Finance Administrator: provides a valid payment method and the required finance privilege.
Customer MMP Administrator: configures business profile information, organisation enablement, users and attachment policies.
Movius Delivery: enables platform capability, configures and publishes WhatsApp templates and supports readiness validation.
Movius SRE/Operations: performs controlled bulk number registration where required and supports operational monitoring.
Meta: controls account eligibility, display-name review, OBA approval, badge decisions and platform limits.

4. Prerequisites

Verified Meta Business Portfolio and a Meta administrator who can manage it.
MMP administrator access for the organisation where onboarding will run, or an invite path for a separate Meta administrator.
Facebook/Meta domains and browser-side SDK access permitted by the customer network.
Finance privilege and a valid payment method for each WABA.
Approved legal business details: name, address, website, support email, vertical, description and logo.
Final list of numbers, region/site and target organisation mapping. Numbers must support OTP receipt and must not already be registered in another WhatsApp environment.
Agreed display-name format and owners for rejected/pending-name escalation.
Required message templates, languages and categories defined.
Attachment types, DLP behaviour, archive destination and Fetch Media API authentication agreed.

5. Enable the customer tenant and expose onboarding

Movius enables the Meta WhatsApp capability for the customer tenant.

In Service Portal, open the target organisation and add or edit Allow WhatsApp Messaging.

Enable Allow Meta Integration and save. For shared-identity onboarding, enable the relevant shared/group controls only after the target design is confirmed.

In MMP, navigate to Settings > Feature Settings > Social Messaging > Meta WhatsApp Messaging.

Verify that Create or Link WABA and the invitation option are visible.

Control point Run Embedded Signup from the organisation that will own the integration. Confirm the correct parent/sub-organisation mapping before creating assets.

6. Create or link a WABA through Meta Embedded Signup

Select Create or Link your Business Portfolio WABA.

Select Connect WhatsApp and authenticate with the customer Meta administrator account.

Review and accept the permissions needed to manage WhatsApp assets.

Select the customer verified Business Portfolio.

Choose an eligible existing WABA or create a new WABA. For shared identity, create and use a dedicated WABA.

Enter the WABA name and time zone, review the information and confirm.

Complete any verification presented by Meta and return to MMP.

Confirm that the WABA appears in the MMP list with the expected ID and status.

Alternative administrator flow If the Meta administrator does not have MMP access, use the invitation field so that the administrator can open a secure setup link and complete the Meta flow.

Add or update the payment method

Open Meta Business Settings or Billing and Payments for the newly created WABA. Ensure you select, right country, currency and timezone, this cannot be changed at a later point of time.

Select Payment Settings. The administrator completing this step must have the required finance privilege.

Complete the billing business information. Ensure country/region, currency and time zone match the payment method and invoicing requirements.

Choose an existing Business payment method or add a new card.

Save the payment method and confirm that it is attached to the correct WABA.

7. Configure the default business profile

In the MMP Default WABA Properties section, select Edit for the applicable WABA.

Upload the approved logo and enter business email, website, address, vertical and description.

Select the agreed display-name format. Use a custom name only when the customer naming authority has approved it.
1. Display names have to go through an automated approval process, META rejects the display names if names do not follow their guidelines. MMP admins can select one of the format for display names from MMP portal for users in their organization.
  - <meta-business-name> | <MMP-user-name> will display Movius Bank | Jon Stuart
  - <meta-business-name> <Country-code of ph no.> | <MMP-user-name> will display Movius Bank US | Jon Stuart
  - <meta-business-name> <Country-code of ph no.> will display Movius US
  MMP admins can also add custom username for users from MMP portal.
  [Important] - Updating the email field will display same email on WhatsApp business profile of all numbers. Leaving the email empty will update their company email on business profile.

Save. Verify that the profile has synchronised to newly registered numbers by looking up numbers in WhatsApp application.

It can take upto 24 hours for numbers to be registered and 2 to 4 weeks for display name and OBA status to be granted.

8. Register phone numbers

Validate the source list: number, region, organisation, WABA, user/account and identity type.

Confirm that each number can receive the Meta verification OTP and is not registered in a consumer or WhatsApp Business app.

Navigate to account of existing users or create a new account and turn on 'WhatsApp Messaging (META)" toggle. Enabling WhatsApp will start the number registration process with META and upon number registration, users can start communicating with their customers.
- Unprovisioned - Toggle is on, Meta has not finished (or even started) registering the number
- Pending Verification - OTP verification in progress
- Registered - Number has been added to WABA but is not active.
- Verification Failed - OTP verification has failed.
- Connected - Number is activated with META, messages can be sent and received by numbers.

Please note that OTP verification is an automated process that runs in background after "WhatsApp Messaging(META)" toggle is enabled for user. Users might receive an OTP on their Movius number that they can ignore.

28. After registration, complete an inbound and outbound messaging test and capture evidence.

29. Check the status in WABA Phone Number Reports

9. Display-name tracking and updates

Observed state	Required action	Description
Pending Review	Monitor in MMP and Meta. Escalate if outside the agreed operational threshold.	Display name is being reviewed by Meta
Approved(n/a)	No action required	Display name is approved by META
Rejected	Customers or Movius can appeal against the rejection or change the name and resubmit.	Display name has been rejected by META.

Change control Do not alter employee or enterprise names solely to improve approval probability.

10. OBA status and verification

The intended sequence is number registration, display-name submission/approval, then the OBA-status request for eligible numbers. If Meta does not expose OBA eligibility, the request cannot be completed and must be investigated with Meta support.

Confirm the number is Connected and Registered.

Confirm the display name is approved and the business profile is complete.

Check whether Meta marks the number/WABA as eligible for Official Business Account review.

OBA request is automatically submitted after display name approval
1. In the event of rejection, submit the eligible number for OBA consideration through the supported process.

Track Not eligible, Submitted/Pending, Approved or Rejected separately from registration and display name.

Retain the Meta response and raise a comparison case where similar WABAs show inconsistent eligibility.

Decision boundary Meta exclusively controls OBA eligibility, review, approval and the blue verification badge. Movius can submit eligible requests and support escalation, but cannot override a Meta decision.

11. Enable users and validate service

After the WABA, payment, required template and number readiness gates are met, enable WhatsApp Messaging (Meta) for the target organisation.

Enable individual users from MMP, provisioning API, bulk import or approved bulk operation.

For existing Twilio users, follow the migration runbook and communicate conversation impact before cutover.

Validate initiation template, inbound reply, free-form messaging within the active window, delivery receipts, archive output and user-visible business identity.

Track failures by stage rather than using a single generic onboarding status.

12. Attachments enablement and compliance controls

In MMP, enable attachment support for the target WhatsApp organisation/use case.

Configure the approved MIME types. Current internal scope references images, documents, audio, video, contacts and static location; validate the authoritative list and size limits for the release being deployed.
Pictures, Document, Audio are supported upto 5 MB and Videos are supported upto 10 MB.

13. Operational dashboard and daily tracking

Customer/organisation and target WABA
Phone number and user/account
Registration state and last update
Display-name value and approval state
Business-profile synchronisation state
OBA eligibility and approval state
Payment/billing readiness
Template readiness by language/WABA
Attachment-policy readiness and test evidence
Exception owner, support case and next action

14. Troubleshooting guide

Symptom	Checks	Next action
WABA flow does not load in MMP	Browser can reach Meta/Facebook SDK; user permissions; target organisation flags	Facebook domain must be whitelisted by organizations to view the WABA setup in MMP.
Message fails after registration	Payment method, tax/business information, template approval, quality/eligibility	Correct billing or template issue, then retest
Number stuck pending verification	OTP delivery, duplicate registration, WABA mapping, cooldown	Avoid immediate repeated retries; follow cooldown and escalation process
Display name inconsistent	Compare MMP, Meta approval email and WhatsApp client	Separate Meta approval issue from Movius profile sync defect
OBA option unavailable	Business verification, number/display-name readiness, WABA eligibility	Open Meta support case with working vs blocked comparison evidence
Logo/details missing	Stored profile data and synchronisation after number registration	Resave/resynchronise once; raise product defect if repeated
Attachment unavailable	Organisation control, MIME/extension policy, client release, Fetch Media API	Correct policy or integration and repeat end-to-end test

15. Go-live checklist

[ ] Meta WhatsApp capability enabled for the correct tenant

[ ] WABA(s) created or linked and visible in MMP

[ ] Payment method and required billing information active on every WABA

[ ] Default business profile approved by customer and synchronised

[ ] Required templates approved for every WABA/language

[ ] Numbers mapped, OTP-verified, Connected and Registered

[ ] Display-name exception process active

[ ] OBA eligibility/status tracked separately

[ ] Attachments, MIME types and DLP controls validated

[ ] Archive and Fetch Media API tests passed

[ ] Pilot users complete production-like test