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Visito connects WhatsApp, Instagram, and Messenger through Meta authorization. Most connection problems happen when the wrong Meta identity is used, an asset is owned elsewhere, or a channel-specific prerequisite is incomplete. Channels page with Meta connection options

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Choose your path

A personal WhatsApp account cannot be connected directly. Move it to the WhatsApp Business App before using coexistence, or use a different unregistered number.

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The shared connection flow

1

Prepare the Meta assets

Confirm the account, Page, phone number, or Business Portfolio and the Meta user who can authorize it.
2

Confirm the Visito workspace

Open Connections → Channels and verify the active workspace before starting.
3

Authorize with Meta

Allow the Meta window to open, sign in with the intended identity, and approve the requested access.
4

Select the assets

Choose the phone number, Instagram account, or Facebook Page that belongs to this workspace.
5

Return to Visito

Complete the callback and wait for the Channels table to refresh.
6

Verify the channel

Confirm health, property assignments, Active, and Respond, then send an inbound test message.

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Know which identity you are using

Meta may show several identities during setup:
  • Your personal Facebook login
  • A Business Portfolio
  • A WhatsApp Business Account and phone number
  • An Instagram Professional account
  • One or more Facebook Pages
Signing in successfully does not guarantee that the selected Meta user can authorize every asset. Confirm access before troubleshooting Visito.

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What success looks like

The connection is complete when:
  • The expected channel appears in Connections → Channels.
  • The channel is not degraded or waiting for another setup step.
  • The correct properties are assigned.
  • Active and Respond match your launch plan.
  • A real inbound message creates or updates a conversation.
  • The AI or an operator can send an eligible reply.

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Replying from Meta after connection

Your team can sometimes reply from a native Meta surface, such as the WhatsApp Business App during coexistence or a connected Meta inbox. Meta sends Visito an outbound message echo so the reply can appear in the Visito conversation history. For an outbound message that was not originally sent by Visito:
  • Visito records the native message in the conversation.
  • The conversation’s needs-reply state is cleared.
  • AI replies freeze for 30 minutes to prevent Visito and the teammate from answering at the same time.
  • Guest messages received during the freeze remain visible and are marked for attention.
  • When the timer ends, Visito may answer the latest unanswered guest message if the conversation is still in AI mode.
Messages originally sent from Visito can also produce Meta echoes. Visito matches and removes these duplicates, so they do not create another message or restart the freeze.
If a teammate plans to continue the conversation from Meta for longer than the temporary freeze, switch the conversation to Manual mode in Visito.

Understand Auto-Freeze and Meta echoes

Learn how dashboard replies, native Meta messages, timers, and Manual mode interact.

Prepare for Meta authorization

Complete the channel-specific readiness checklist.

Troubleshoot a connection

Find the symptom and follow the safest recovery path.