WhatsApp channel
Connecting WhatsApp, coexistence, templates, the 24-hour window and WhatsApp in the inbox.
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Connect WhatsApp
Connect a WhatsApp Business number to an organisation via Meta, choose between Full Cloud API and Coexistence, and read the status card and error messages.
Organisation admin -
Coexistence: the WhatsApp Business app and aishaa together
With coexistence, the WhatsApp Business app on the phone stays in use alongside aishaa. Read about Meta's restrictions, the health status with reminders, and how to reconnect.
Organisation admin -
Phone manager and default agent
For a coexistence connection, designate the phone manager who manages the primary phone and receives reminders, and choose who new WhatsApp tickets are assigned to automatically.
Organisation admin -
WhatsApp templates
Create, edit and delete WhatsApp templates per WhatsApp Business account, submit them to Meta and follow their approval status; templates let you restart conversations outside the 24-hour window.
Account admin -
The 24-hour window
Within 24 hours of a customer's last message you can reply freely on WhatsApp; after that the composer switches to template mode and you choose an approved template with its variables filled in.
Agent -
WhatsApp in the inbox
How to work with WhatsApp tickets: how messages end up in tickets, the WhatsApp composer with formatting and Enter to send, reactions, deleted messages, voice messages with transcription, attachments, read receipts and what to do if a message was not delivered.
Agent -
Disconnect WhatsApp
Disconnect an organisation's WhatsApp number with Disconnect WhatsApp, read what does and does not change, and when you should reconnect instead of disconnecting.
Organisation admin -
WhatsApp settings
Everything on the Organisation > Channels > WhatsApp > Settings page at a glance: the connection status, the status at Meta, the connection mode, the coexistence settings, the buttons and where the other WhatsApp settings are.
Organisation admin