---
title: "Configuration"
description: "Configure how your agent behaves on WhatsApp once your number is connected, including WhatsApp-only instructions."
---

:::note[Plan]
Available on the **Starter** plan and above.
:::

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](/docs/agents/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](/docs/leads-and-contacts/managing-contacts) 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](/docs/agents/settings#conversation-history) 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](/docs/deployments/whatsapp/message-templates).

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