Configuration

Configure how your agent behaves on WhatsApp once your number is connected, including WhatsApp-only instructions.

In your agent, go to Deploy → WhatsApp.

WhatsApp instructions

Add instructions that apply only on WhatsApp. They’re added after the agent’s main instructions, which stay active.

WhatsApp is a mobile chat app, so shorter replies usually work better. For example:

Keep replies under three short paragraphs. Don’t use tables or headings.

How WhatsApp conversations work

• Customers are identified by their phone number. Each person who messages your number becomes a contact for this agent. No setup is needed.
• WhatsApp and web contacts stay separate. A customer who chats on your website and on WhatsApp appears as two contacts, even if the email or phone matches.
• Conversation history settings don’t apply. The Conversation persistence setting only affects the web widget and Public Chat.

The 24-hour window

WhatsApp lets businesses reply freely for 24 hours after a customer’s last message. After that, a business can only start a conversation with an approved message template.

Your agent replies right after each customer message, so this mostly matters when a teammate replies later from the Helpdesk.