Help on WhatsApp

For new 41 Labs clients

Go live on WhatsApp in 3 steps

This guide shows each step of Get started, with pictures. It takes about 8 minutes in all. If something goes wrong, each problem has a fix below.

  1. 1Pay for your planabout 2 minutes
  2. 2Connect your WhatsApp numberabout 5 minutes
  3. 3Choose who gets called inabout 1 minute

One step is open at a time. You can stop and come back later. Done steps stay done.

Before you start

You said yes on a call with 41 Labs. Then you get a WhatsApp message from +65 8012 4848 with a link.

  1. Tap the link. It works one time, for 7 days.
  2. Set a password.
  3. You land on Get started.
The Set a password screen. It says Welcome, Daniel, and shows the email address, a New password box and the button Set password and continue.
Set a password. Next: 3 steps, about 8 minutes.
Get started with 0 of 3 done. Step 1, Pay for your plan, is open. It shows the Starter plan at S$690 a month, the card boxes and the Pay S$690 button. Steps 2 and 3 are closed below it.
Get started. Step 1 is open. Steps 2 and 3 open when step 1 is done.

If the link does not work, it is usually older than 7 days or you used it before. Ask for help and ask for a new link.

1Pay for your plan

About 2 minutes

41 Labs sets your plan. You cannot choose a different plan on this screen. If the plan is not the one you agreed, ask for help before you pay.

  1. Type your card number, the expiry date and the security code. You do this on the same page.
  2. Tap Pay.
  3. Your bank can ask for its extra check. The check opens on the same screen. Do the check.
Step 1 with a blue box: Your bank wants to check it is you. Approve the payment on your bank's page or in your banking app. Nothing is charged until you do. Below is the button Open your bank's page again.
Your bank's check opens on the same screen, below this box. Nothing is charged until you approve it.

When the payment is done, the step shows Paid S$690, card ending 4242 and a receipt number. You also get the receipt by email. Your first month starts on the day you go live, not on the day you pay.

Step 1 is done. It says Paid S$690, card ending 4242, and the receipt number HRM-2026-0042, also sent to your email. Below is the button Next: connect your WhatsApp number.
Step 1 is done. The amounts and the card here are sample data.

FixYour card was declined

The step shows the reason from your bank. If your bank did not give a reason, it says Your bank did not give a reason.

  1. Nothing was charged.
  2. Type a different card on the same screen.
  3. Tap Pay again.
Step 1 with a red box: Your card was declined. Your bank said: Insufficient funds. Nothing was charged. Try another card below.
The red box shows your bank's reason.

FixYour bank has not answered yet

The connection to your bank stopped before the bank answered. The step says Your bank has not answered yet.

  1. Tap Try again. The next tap reads the answer from your bank.
  2. You are never charged two times.

If your bank's check stays open, a new payment can wait for up to 1 hour. Do not wait: ask for help. 41 Labs can clear it for you.

2Connect your WhatsApp number

About 5 minutes

This is the number your customers message. There are two paths:

Keep the WhatsApp Business app (the default path)

Use this path when your number is on the WhatsApp Business app today. The step shows this path first. Choose Keep the WhatsApp Business app.

Do not delete your WhatsApp account on this path. You keep the app and your chats.

Have these ready:

  1. The phone with the WhatsApp Business app. Update the app to the latest version first.
  2. A Facebook login that is an admin of your business.

Tap Keep the WhatsApp Business app. A Facebook window opens. Do each step it shows. Keep the phone with the app near you: the app also shows steps to do.

You keep the app on your phone. The AI answers on the same number. When you reply to a chat from the app, the AI stops in that chat.

After you connect: 3 rules

  1. Turn off the Greeting message and the Away message in the WhatsApp Business app.
  2. Do not reply from WhatsApp for Windows or from a WearOS watch. Reply from the app on your phone.
  3. Open the WhatsApp Business app on your phone at least one time every 14 days.

If the Facebook window closes early on this path

  • Choose your business, Choose your WhatsApp account, Fill in your business profile or Allow access. Use the same fixes as the other path: see Closed at a business screen.
  • Add phone number. This usually means the number is not on the WhatsApp Business app, or the app is out of date. Update the WhatsApp Business app on the phone, then tap Start again. If the number is not on WhatsApp, choose My number is not on WhatsApp.
  • Verify your number. This usually means the step in the WhatsApp Business app did not finish. Keep the phone with the app near you, tap Start again, and do each step that the app shows.

My number is not on WhatsApp

Use this path only when your number is not on the WhatsApp app or the WhatsApp Business app. Choose My number is not on WhatsApp.

Have these ready

  1. Your Facebook login. It must be an admin of your business on Facebook.
  2. The phone with your business number. Facebook sends a code to it, by text or by call.
  3. That number off the WhatsApp app and the WhatsApp Business app. If it is on one of them, open WhatsApp on that phone and go to Settings, Account, Delete my account. Save the chats you want to keep before you do this.
  4. The 6-digit PIN of the number, if the number was set up with WhatsApp Business before.
Step 2, Connect your WhatsApp number. It lists Have these ready: your Facebook login, the phone with your business number, that number off the WhatsApp app, and the number's 6-digit PIN. Below is the button Connect your number.
Step 2 lists what to have ready.

Do the steps in the Facebook window

Tap Connect your number. A Facebook window opens. It has these screens:

  1. Choose your business. Choose your business on Facebook.
  2. Choose your WhatsApp account. Choose the WhatsApp Business account for your business, or create a new one.
  3. Fill in your business profile. Type your business name as the display name, and choose a category. Customers see the display name on every message.
  4. Allow access. Keep every box ticked.
  5. Add phone number. Type your business number.
  6. Verify your number. Type the code that Facebook sends to the phone.

When this is done, the step shows your number and a new two-step PIN. You see the PIN one time only. Write it down and keep it in a safe place.

If the Facebook window closes early

These fixes are for both paths, except where a fix says otherwise. On the Keep the WhatsApp Business app path, use its own fixes for Add phone number and Verify your number. The step tells you the name of the screen where the window closed. We only know the screen, not the cause. Below is the usual cause and the fix for each screen.

Step 2 with a red box: The Facebook window closed at Choose your WhatsApp account. This usually means no WhatsApp Business account was picked. Below are the Start again button and a How to fix this link.
The red box names the screen. Tap Start again after the fix.

FixClosed at a business screen

These are the screens Choose your business, Choose your WhatsApp account, Fill in your business profile and Allow access.

  • Choose your business. Usually your Facebook login is not an admin of the business. Ask the person who set up your Facebook business page to make you an admin, or log in with their account. Then tap Start again.
  • Choose your WhatsApp account. Usually no WhatsApp Business account was picked. Tap Start again. Pick the account for your business, or create a new one.
  • Fill in your business profile. Usually the display name or the category was empty. Tap Start again. Use your business name as the display name. Customers see it on every message.
  • Allow access. Usually a box on the last screen was cleared. Tap Start again and keep every box ticked. 41 Labs needs them to send and receive your messages.

FixClosed at Add phone number

Most often the number is still on the WhatsApp app or the WhatsApp Business app, or it belongs to a different Facebook account.

On the Keep the WhatsApp Business app path, do not delete your account. Read Keep the WhatsApp Business app instead.

  • The number is on the app. Open WhatsApp on that phone. Go to Settings, Account, Delete my account. Save your chats first. Then tap Start again.
  • The number belongs to a different Facebook account. Ask for help.

FixClosed at Verify your number

Usually the code did not arrive.

  1. Tap Start again.
  2. When Facebook asks how to send the code, choose a voice call.

Do not ask for one more text. Facebook limits how many texts you can get.

FixThe step asks for your PIN

Usually this means the number already has a two-step PIN (Meta error 133005). The step asks you for it.

  1. Type the 6-digit PIN.
  2. Tap Finish connecting. No new Facebook window opens.

If you do not know the PIN, ask the person who set up the number before. Or ask for help.

Step 2 says: The number you picked already has a 6-digit PIN from an earlier WhatsApp Business setup. Enter it to finish. Below are a 6-digit PIN box and the button Finish connecting.
Type the PIN and tap Finish connecting.

FixMeta sent an error

Usually this is a problem on the side of Meta. The step shows the message and the code from Meta, with Try again and Help.

  1. Tap Try again one time.
  2. If the error shows again, ask for help. 41 Labs sees the same code.

3Choose who gets called in

About 1 minute

Sometimes a customer needs a person. Then the AI hands the chat to a person, and everyone on this list gets a WhatsApp alert.

  1. Add at least one personal mobile, for example +65 9123 4567. You can also type 8 digits that start with 8 or 9.
  2. Tap Save and finish.

You can change the list later in Settings, Team & Alerts.

FixThe number is your business number

The number your customers message cannot be on this list. The AI cannot call itself. Use a personal mobile.

Step 3 with the number +65 6123 4567 in red: +65 6123 4567 is the number your customers message. The AI can't call itself. Use a personal mobile.
The step refuses your business number.

After step 3: go live

When 3 of 3 are done, your 41 Labs contact switches you on. You have nothing more to do on this screen. The screen changes when you are live.

Get started with 3 of 3 done. It says: 3 of 3 done. Alexander from 41 Labs switches you on now.
3 of 3 done. Your contact switches you on.

Then do one test:

  1. Take a different phone.
  2. Send one message to your business number.
  3. The AI answers in seconds. The chat shows in your Inbox.
The live test. A customer asks about 2-inch PVC pipes, and the AI answers with the price. Below it says: Answered in 9 seconds. The chat is in your inbox.
The test message and the answer from the AI.

Get help

Each step has a button Ask <your contact> for help. Tap it. It sends 41 Labs your step and any error, so you do not have to explain.

Step 2 after a tap on Ask for help. A green line says: Alexander has your step and any error. He will message you on WhatsApp.
After you ask, 41 Labs has your step and any error.

You can also message us on WhatsApp at +65 8012 4848.

Help on WhatsApp