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WhatsApp

Add WhatsApp to your agent’s phone number, and people can message it there. WhatsApp uses the same number as calls and SMS, but it’s a separate channel you turn on yourself.

Before you start

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The agent needs a phone number. See Phone & SMS.

Add WhatsApp

Section titled “Add WhatsApp”

  1. Open the agent in the dashboard and select its Channels tab.

  2. Select Add new channel, then WhatsApp.

  3. Under Parent connection, select the agent’s phone number. Alfe fills in the sender for you.

  4. Select Add channel.

The channel shows Pending while WhatsApp reviews the sender. That can take minutes or hours. SMS and calls keep working on the number in the meantime.

When the review finishes, the channel shows Active. If it shows Error, the row includes the reason.

What the agent can do

Section titled “What the agent can do”

Once the channel is active, the agent can:

  • Answer WhatsApp messages sent to its number.
  • Send and receive media, such as images and documents.
  • Start or resume a conversation with an approved template.
  • List the templates available to it.

The 24-hour window

Section titled “The 24-hour window”

WhatsApp limits when a business number can send free-form messages. The rules are:

  • Inside the window — the agent can send free-form messages for 24 hours after someone’s last message.
  • Outside the window — the agent can only send an approved template. Free-form sends are refused until the person replies.

The agent’s tools apply this rule for it, and report the reason when a send is refused.

Pricing

Section titled “Pricing”

WhatsApp is usage-based. Messages draw from your credit pool. See How voice is billed and Live pricing.

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