Onboarding: Setup WhatsApp

Overview

Connecting WhatsApp brings that channel's customer conversations into the same Customer Inbox as email, SMS, and website chat — with the same AI Employee and CRM context available.

Why it exists

WhatsApp is a primary channel for many customers, especially internationally. This step exists so those conversations aren't siloed on a phone somewhere, disconnected from everything else you know about the customer.

Benefits

• Conversations attach to the same CRM contact as their email or phone history.
• Your AI Employee can draft or send WhatsApp replies using the same training as other channels.
• Supports standard WhatsApp Business features like quick replies and message templates.

Step-by-step guide

1. Go to Communications → WhatsApp and click Connect WhatsApp.
2. Follow the verification steps for your business phone number.
3. Once verified, incoming messages begin appearing in your Customer Inbox.
4. Configure your AI Employee's autonomy level for this channel (draft-only or auto-reply).

Tips

• Use a number dedicated to WhatsApp Business rather than a personal number already registered on regular WhatsApp.
• Start in draft-only mode until you've reviewed a handful of real conversations.

Best Practices

• Set up a short, clear opening message template for common inquiries — it speeds up both AI and human responses.

Common Mistakes

• Trying to connect a number already active on personal WhatsApp. It needs to be available for WhatsApp Business verification.

Troubleshooting

If verification fails, confirm the number can receive an SMS or call for the verification code and isn't already tied to another WhatsApp Business account.

Frequently Asked Questions

Related Articles

• Setup Phone
• Setup SMS
• Create an AI Employee