Meta hub: manage WhatsApp, Facebook and Instagram right in the CRM
Profile, welcome message, QR codes, display name, PIN, Messenger menu and Page info — you handle them in The-Y CRM, with no more trips to business.facebook.com. Whatever Meta allows through its API, the CRM sends straight to your Meta account. What Meta doesn't allow, we explain step by step with a direct link — and check ourselves afterwards whether it worked.
⏱ Basic setup approx. 10 min · Requirement: WhatsApp or Facebook & Instagram connected, permission “Manage settings” (admins) · Applies to Free & Paid · As of version 1.1.32
1. Open the Meta hub
Settings → Channels → card “Meta hub” → “Open”. Or use the “Meta hub” tile in Settings.
For every connected WhatsApp number, Facebook Page and Instagram account you see a card with tiles. Click a tile to open that area.
Nothing connected yet? “Connect now” takes you to the channels — see Connect WhatsApp.
Users with the “Manage settings” permission (admins by default) can open the Meta hub and make changes. Every change is recorded in the audit log — your PIN and verification codes never are. Everything stays in your own Meta account.
2. Overview and traffic light
Each tile shows the state of one area in a short line, e.g. “Incomplete – open: 2”, “Under review at Meta” or “Payment method missing”.
Light
Meaning
OK
Everything is fine.
Notice
There's something to do — e.g. an incomplete profile or a display name under review.
Problem
Please take care of it — e.g. account restricted or payment method missing.
Not checked yet
Open the area once; the CRM then fetches the status from Meta.
The overview shows the last known status. Tiles per account:
WhatsApp number: Business profile · Welcome & conversation starters · QR codes & short links · Display name · Two-step PIN · Blocked contacts · Costs according to Meta · Account & payment
Facebook Page: Messenger welcome & menu · Page info
Each number has eight areas: Profile · Welcome · QR codes & links · Display name · Security (PIN) · Blocked contacts · Costs · Account & payment. Everything works the same on mobile.
Business profile
This is what customers see when they tap your name in WhatsApp. You edit the profile photo (JPG or PNG, ideally square, max. 5 MB), About (one line under your name, up to 139 characters), description, industry, address, email and up to two websites. Next to it, the preview shows “What your customers see”. “Send profile to WhatsApp” — customers usually see the new profile right away.
Welcome message, conversation starters and commands
Welcome message: “Turn on welcome message” and enter your text. When someone opens a chat with you for the very first time, WhatsApp tells the CRM, which sends your text automatically. It's a service reply — no template needed.
Conversation starters: up to 4 questions (80 characters each, no emojis) that customers can tap in their first chat, e.g. “Do you have an appointment free today?”. The question arrives in your inbox as a normal message.
Commands: appear when customers type “/” in the chat, e.g. /booking — up to 30.
The chat preview shows how it looks. Save with “Save and send to WhatsApp”.
If a customer opens the chat via a link with pre-filled text (e.g. your QR code), WhatsApp hides the conversation starters.
QR codes and short links
“Create QR code” with pre-filled text (up to 140 characters) and a name only you see, e.g. “Summer flyer 2026”. The text tells you right away where the customer came from.
Download as PNG or SVG, “Copy link” or “Copy for website” (a ready-made snippet for your website).
You can change the text later — the QR code stays the same, so printed codes remain valid. Deleted codes show “expired” when scanned.
Change the display name
Request a new name: “Display name” tab. Meta allows at most 10 changes in 30 days. The CRM warns you up front about common rejection reasons (links, emojis, all caps, very short names) and shows Meta's rules.
“Send request to Meta” — status “Under review”, usually 1–2 days. You see the decision here and in the overview; if rejected, with the reason in plain language.
After approval, “Re-register now” with your two-step PIN (within 14 days) — only then does the new name apply.
If the number also runs in the WhatsApp Business app, the app applies the new name — there's nothing to re-register in the CRM. For an Official Business Account (green tick), only Meta support can change the name.
Two-step PIN
A 6-digit PIN protects your number: without it, nobody can register the number with another provider or on another device. You need it e.g. after a new display name.
“Set PIN”: enter it twice and confirm that you've noted it down.
The PIN goes straight to WhatsApp and is stored nowhere, not even in the audit log. The CRM only remembers when and by whom it was last set.
Forgot your PIN? As long as the number is connected to the CRM, you can set a new one here at any time — you don't need the old one.
Block contacts
Easiest in the Inbox: open the conversation → customer panel → “Block” (on mobile in the actions menu). Or in the “Blocked contacts” tab by phone number — where you can also “Unblock”.
Blocked customers can no longer message you on this number — and you can't message them. The customer isn't notified.
Meta only allows blocking if the customer messaged you in the last 24 hours. Only admins can block.
Costs according to Meta
What Meta calculates according to its own analytics per month and type (marketing, utility template, verification code, service reply) — right next to the CRM's estimate. Notable differences (more than 10 % and more than 2 messages) are flagged and explained. Common reasons: Meta only counts delivered messages, the CRM counts sent ones; messages sent straight from the WhatsApp Business app are only known to Meta. Meta's invoice is what counts. Prices per country: cost page with calculator.
Add another number
The new number joins the same WhatsApp account (same billing) as a number you've already connected. The “Add another WhatsApp number” assistant takes you through six steps:
Preparation: “Add number” in the Meta hub. The number is yours, can receive an SMS or a call (landlines via call) and is not active in WhatsApp or the WhatsApp Business app. Choose the WhatsApp account and brand → “All set – continue”.
Number: enter country, number and display name → “Create number”. Meta reviews the display name.
Request code: choose “By SMS” or “By call” → “Send code”. For a landline choose “By call”: a computer voice reads out the 6-digit code. If the number runs through a phone system, read Verifying by call through a phone system first.
Enter code: type the code without a hyphen → “Confirm”. The CRM doesn't store the code.
PIN: set the two-step PIN → “Activate number”.
Done: the number appears under Channels and in the Meta hub, without any Meta pop-up. Next, set up the profile, welcome message and conversation starters.
Interrupted? If the new number is already in your WhatsApp account but not yet verified (e.g. because Meta throttled the request while adding it), the “Add number” assistant continues right at “Request code” — without a new display-name request.
Should the number keep running in the WhatsApp Business app? Then use “Connect WhatsApp” under Channels instead.
Verifying by call through a phone system
With “By call”, Meta calls the number and a computer voice reads out the code. If the number runs through a phone system with a greeting or menu, the greeting talks over the code — and Meta hangs up. So for this one call, route the number straight to a phone.
The number runs through the phone system in the CRM (listed under Telephony → Numbers): the “Request code” step shows the button “Put the code call straight through to me (10 min)”. One click and the number rings straight on your extension for 10 minutes — no menu, no greeting. Then choose “By call”, “Send code”, pick up and note the code.
After that the normal flow applies again automatically. To end it earlier: “End redirect now” in the assistant, or “End redirect” on the phone numbers page, where you also see running redirects.
Another phone system: briefly forward the number to a mobile at your phone provider.
You need your own extension in the CRM (Telephony → Extensions, select yourself as the user). If the line doesn't tell us which number was dialled, all incoming calls ring on your extension during these 10 minutes. More on the phone system: Numbers and destinations.
4. Facebook Page: Messenger and Page info
Messenger welcome, conversation starters and menu
“Get started”: a button in the empty chat. When the customer taps it, the CRM sends your welcome right away.
Conversation starters: up to 4 questions to tap. If you add them, Messenger shows them instead of “Get started”.
Menu (☰): always-available items — send text into the chat or open a web page. According to Meta the menu needs the “Get started” button; the CRM switches it on when saving.
Every tap arrives in your inbox as a message. With preview; save with “Save and send to Messenger”.
New chats show changes right away, existing ones sometimes only after a few hours.
Page info
Short description (up to 100 characters), long description, phone, website, email, opening hours and legal notice (Impressum) — “Send to Facebook”. In Austria and Germany a legal notice is required for business pages. You change the Page name, images, category and address on Facebook (guide).
5. Instagram
Conversation starters for Instagram Direct: up to 4 questions customers can tap when they first message you. The question arrives in your inbox as a message. Save with “Send to Instagram”.
Requirement: in Instagram, allow access under Settings → Messages → “Connected tools”. Meta only shows conversation starters in the Instagram app, not on desktop.
Profile: you see bio, website, followers and posts in the CRM; changing them only works in Instagram (guide).
6. What only works at Meta — with a guide
Some things Meta doesn't allow through its API. For those, the CRM shows a step-by-step guide with the on-screen labels and a direct link that opens in a new tab — the CRM stays open.
What
Why at Meta
Button in the CRM
Add a payment method
Meta only accepts payment details directly.
“Open at Meta”
Verify your business
Needs company documents (e.g. trade licence, company register extract).
“Open Security Center”
Account restriction, appeal
Meta only accepts appeals through Business Support Home.
“Open Business Support Home”
Page name, profile and cover image, category, address (Facebook)
Can't be changed through the API.
“Open on Facebook”
Instagram bio, website, name, profile photo
Meta's API only shows the profile.
“Open on Instagram”
In the area (for WhatsApp: “Account & payment”), read the guide and click the button.
Complete the steps at Meta.
Back in the CRM, click “I'm back – check now” — the CRM asks Meta whether it has picked it up (at most once a minute; otherwise it shows the last known status).
Meta usually decides on an appeal within 24–48 hours; a verification usually takes a few days. Just check again later.
7. Limits
Messenger greeting text: Meta has retired the old greeting text on the welcome screen — it no longer appears in the apps. That's why the CRM uses “Get started” with an automatic reply.
Display name: for numbers that also run in the WhatsApp Business app, the app registers the new name, not the CRM. Only Meta support changes Official Business Accounts (green tick).
Blocking only within 24 hours of the customer's last message.
PIN: Meta doesn't always reveal whether a PIN is set; two-step verification can't be turned off at Meta.
Payment method: Meta doesn't always show whether one is on file — then you see a note.
Instagram: profile is read-only; conversation starters only show in the Instagram app.
QR codes: Meta doesn't count scans, for privacy reasons.
Costs: Meta calls its figures approximate; if your WhatsApp account bills in another currency, compare the message counts.
FAQ
Do I still need business.facebook.com?
For most things, no: profile, welcome message, QR codes, display name, PIN, blocking, another number, Messenger and Page info are all done in the CRM. Only the payment method, verification, appeals, some Facebook Page details and the Instagram profile are done at Meta — with a direct link, a guide and “I'm back – check now”.
Does The-Y store my PIN or verification codes?
No. PIN and codes go straight to WhatsApp and are neither in the database nor in the audit log. Only when and by whom the PIN was last set is stored.
During the verification call I only hear our greeting
Then the number runs through a phone system with a greeting, and the greeting talks over the code. Route the number straight to a phone for the call — with the phone system in the CRM via “Put the code call straight through to me (10 min)”, see Verifying by call. Then “Send code again”.
Who can use the Meta hub?
Users with the “Manage settings” permission — admins by default. Blocking contacts from the inbox is also admin-only.
Where does a tapped question or menu item end up?
As a message from the customer in your inbox — for WhatsApp, Messenger and Instagram. After “Get started” (Messenger) the CRM sends your automatic reply.
Can I try it without sending anything to Meta?
Yes, in the demo: the Meta hub shows sample data there, and everything you change is only simulated — nothing goes to Meta and no SMS is sent.
