Enable WhatsApp on your agent

Let customers message your agent on WhatsApp using the same phone number they would call. You connect your WhatsApp Business Account through Meta, and your agent handles conversations automatically.

Prerequisites

• Your agent must be live (active).

• Your agent must have a phone number provisioned. WhatsApp cannot be connected without one.

Connect WhatsApp

1. Open your agent from Receptionists in the sidebar.

2. Click Channels in the agent navigation.

3. Click Configure next to WhatsApp.

4. Click Connect WhatsApp. A Meta sign-in window opens.

5. Follow the steps in the Meta window to log in and select your WhatsApp Business Account.

6. Once you complete the Meta flow, your account connects and templates are submitted to Meta for approval. The status changes to "Setting up..."

Template approval typically takes a few hours. You can navigate away and come back later.

1. When the status shows "Active", click Enable to start receiving WhatsApp messages.

Check the status

Disable WhatsApp

Open the WhatsApp configuration page and click Disable. Your WhatsApp Business Account stays connected. Click Enable to resume.

To fully remove the connection, click Disconnect. This removes the WhatsApp Business Account and all templates.

What to expect

Once active, customers can send WhatsApp messages to your agent's number and receive responses. The agent uses the same knowledge base and configuration as phone calls.

WhatsApp messages do not appear in the Calls list. Check Inbox in the agent navigation for WhatsApp conversation history.

Troubleshooting

The Connect WhatsApp button does not appear. Your agent is not yet live or does not have a phone number. Go to your agent's Overview page 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 connected the account.

You see a Meta Business Verification notice. Your templates will still be approved, but outbound message volume is limited until your Meta Business Account is verified. Follow the link in the notice to complete verification.