Connect your WhatsApp number so your agent answers text, images, documents, and voice notes, in one-to-one chats and in groups.
Connect your WhatsApp number from your space in a few steps. Once it's connected, your agent receives and sends text, images, documents, and native voice notes, works in groups when it's @mentioned, and shows read receipts and a typing indicator while it composes a reply.
Before you start
- A phone with the WhatsApp app installed and signed in to the number you want the agent to use.
- The phone stays reachable. It must come online periodically, and if the phone is off for a long stretch, WhatsApp drops the connection.
- Decide which agent should answer this number before connecting, so replies start immediately.
Connect
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In your space, open Channels → WhatsApp and follow the on-screen steps to connect your WhatsApp number.
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The status flips to Connected once the connection is established. Your agent is now live on that number.
On this channel
Your agent handles the everyday WhatsApp message types both ways:
| Type | Received | Sent |
|---|---|---|
| Text | Yes | Yes (with reply-quoting) |
| Images | Yes (with caption) | Yes (with caption) |
| Voice notes | Yes | Yes, as a native voice note (PTT) |
| Documents | Yes | Yes |
| Video | Yes | Received only |
- Voice notes are received as audio and replies are sent back as genuine WhatsApp voice notes, not attached audio files.
- Read receipts & typing: before it answers, the agent marks your message as read and shows the "typing…" indicator, so the conversation feels live.
- Reply-quoting: the agent quotes the specific message it's answering when there's a thread to keep clear.
- Stickers, locations, and contact cards aren't processed as agent input.
Outbound images can be generated on the fly by the agent. See Video generation.
Groups
Add the connected number to a group and the agent will reply only when it's @mentioned. It stays silent for ordinary group chatter, so it won't talk over the conversation.
Channel settings
WhatsApp shares the standard channel settings block (greeting, auto-reply, business hours, and reply throttling) applied to every message on this channel. See Channel settings for the full list and what each control does.
Troubleshooting
- Shows Disconnected: the connection was lost. Reopen Channels → WhatsApp and follow the on-screen steps to reconnect. A repeated drop usually means the phone was offline too long.
- Phone offline: the phone must come online periodically. Reconnect the phone to Wi-Fi or data and the connection recovers on its own.
- Messages not sending: confirm the channel shows Connected and that the correct agent is assigned to the number.
FAQ
Does it work in groups? Yes. It replies when @mentioned.
Voice notes? Received and sent as native WhatsApp voice notes.
Does my phone need to stay on? It needs to come online periodically. It doesn't need to stay awake 24/7, but a long offline stretch breaks the connection.
Next
- Channel settings: greeting, business hours, and throttle controls.
- All channels: connect Telegram, web chat, and more.