WhatsApp

The WhatsApp channel lets customers reach you on WhatsApp, with conversations flowing into your unified Inbox where your AI agent can reply.

What it enables

• Two-way messaging with customers over WhatsApp, including text and media.
• Message templates — pre-approved message formats with variable placeholders, used for outbound messages such as updates and reminders that fall outside the standard reply window.
• Support for one or more WhatsApp business numbers on your workspace.

Connecting it

Connect WhatsApp from your workspace settings under the WhatsApp channel. WhatsApp runs on the provider’s Business API, so connection involves linking your WhatsApp Business account and number and completing the provider’s verification.

Caution

WhatsApp requires approval from the provider before messages can flow, and outbound message templates are reviewed before they can be used. Follow the on-screen connection steps for your account.

Notes

Once connected, incoming WhatsApp messages appear in the Inbox as conversations. Manage your reusable templates from the WhatsApp Templates page in settings.

Related

• Channels overview
• Connect your first channel
• The Inbox