WhatsApp
Let the agent chat with customers on your WhatsApp Business number.
- You need a WhatsApp number on Meta WhatsApp Cloud, Twilio or Whapi.
- Go to WhatsApp and click Connect a number.
- Pick the agent that answers and paste the keys from Meta or Twilio, or your Whapi channel's API token.
- Paste the webhook URL we show into the Meta or Twilio console. For Whapi we set the webhook on the channel for you.
- Send the number a message to try it.
- Chats show up in Conversations, and live ones in the Inbox, where your team can take over.
- When the agent asks the person to pick one of a few answers (a time slot, yes or no), it shows them as buttons to tap: up to 3 short ones, or a list of up to 10. On Twilio and Whapi numbers they appear as a numbered list, and the person replies with the number. To steer it, say in the prompt when to offer options, for example “offer the free slots as options”.
- During a phone call, the agent can send the caller a WhatsApp message (a link, a summary), and a WhatsApp chat picks up where the call left off.
- To message someone who has not written in the last 24 hours, Meta and Twilio numbers need an approved template (used in Workflows). Whapi numbers send plain text at any time.
Related guides
Inbox: take over a chat →Workflows: follow-ups over days and channels →Phone calls: connect a number →