Connect your WhatsApp number

Connecting WhatsApp puts the agent on your business number. Customers message you as before; the agent answers, and every chat lands in your CRM. Connecting a WhatsApp number is part of the Pro plan.

Before you start

• Use a number that can receive an SMS or a call for the verification code.
• WhatsApp allows one app per number. If the number is in the WhatsApp Business app today, read the note on the connect screen about moving or sharing it.
• You need admin access to your business's Meta (Facebook) account if you connect with Facebook.

Connect

Open Settings → WhatsApp (or the WhatsApp step on the Agent page). You see the ways to connect that are available for your account:

• Continue with Facebook: sign in with Meta, pick or create your WhatsApp Business account and number, and confirm.
• Continue with Kapso: a guided setup page from our WhatsApp partner, Kapso.
• Use your own Kapso API key: if you already have a Kapso account, paste the key. The form shows the three steps to get one.

When the connection is done, the screen shows your number as connected.

Send yourself a test message

Use Send myself a test message on the same screen, then reply to it from your phone. The agent answers within seconds. You can also watch the chat appear in your CRM.

Message templates

WhatsApp lets a business message a customer freely only within 24 hours of the customer's last message. After that, it must use a pre-approved template. Agent24 creates the templates it needs (booking updates, order updates, reminders) in your WhatsApp account and Meta reviews them. You can see their status in Settings → WhatsApp → Message templates. If a template isn't approved yet, the message waits and your team is told.

Change or disconnect the number

Settings → WhatsApp has Change number and Disconnect. Your chats and contacts stay in your CRM.

Not affiliated with Meta. WhatsApp is a trademark of Meta Platforms, Inc.