Once your WhatsApp channel is connected, this page covers the ongoing configuration and decisions that come up after initial setup.
Profile configuration
Open Settings → Channels → [your WhatsApp channel] → Profile. Changes appear in a live preview of your WhatsApp Business profile.
If Display name is wrong or out of date, editing it in Heyy will not work — it’s pulled directly from Meta. Update it through WhatsApp Manager, and it will sync back into Heyy automatically.
Cloud API vs. Coexistence: switching later
Moving between methods is not a simple toggle — treat it as closer to a re-connection than a settings change:
- Coexistence → Cloud API is the more common direction, usually done once a team is ready to fully move conversations into Heyy and stop using the mobile app. Expect to go through the Cloud API connection flow again from Getting started.
- Cloud API → Coexistence is unusual, since Cloud API numbers cannot be used on the mobile app at all — moving back would mean losing that constraint’s benefit in the first place.
If you’re planning a migration, do it during low-traffic hours and confirm your templates are already approved beforehand, since a fresh connection can briefly interrupt template-sending capability.
Template best practices
- Keep a small library of well-tested templates for your most common re-engagement scenarios — order updates, appointment reminders, abandoned cart follow-ups — rather than creating a new one per campaign.
- Submit template changes for approval well ahead of when you need them; Meta’s review is not instant. See WhatsApp templates.
- Test a new template in the Playground or a low-stakes conversation before using it in a campaign.
Managing the channel long-term
Disconnecting or deleting a WhatsApp channel is irreversible. Heyy stops sending and receiving messages for that number immediately. If you might need the conversation data later, export or back it up before disconnecting.
