Enable WhatsApp on your agent
WhatsApp lets customers reach your agent on WhatsApp using the same number they would call. You do not need a separate WhatsApp Business account or phone number.
Prerequisites
Your agent must be live (active).
Your agent must have a phone number provisioned. WhatsApp cannot be enabled on agents without a number.
Enable WhatsApp
Open your agent from Receptionists in the sidebar.
Click Channels in the agent navigation.
Click Configure next to WhatsApp.
Click Enable. The status changes to "Setting up..."
Setup typically takes a few hours. You can navigate away and come back later — the page updates when provisioning completes.
Check the status
Status | What it means |
|---|---|
Not set up | WhatsApp has not been enabled yet |
Setting up... | Provisioning is in progress (usually a few hours) |
Active | WhatsApp is live. Customers can call or message you |
Setup failed | Something went wrong — click Try again |
Disable WhatsApp
Open the WhatsApp configuration page and click Disable.
What to expect
Once active, customers can send WhatsApp messages to your agent's number and receive responses. The agent handles WhatsApp conversations using the same knowledge base and configuration as phone calls.
WhatsApp messages do not appear in the Calls list. Check the Inbox for WhatsApp conversation history.
Troubleshooting
The Enable button is greyed out. Your agent is not yet live or does not have a phone number. Go to your agent's overview and complete the setup checklist first.
Setup has been "Setting up..." for more than 24 hours. Contact VoiceCraft support with your agent name and the approximate time you enabled it.
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