# WhatsApp

> Let your agent answer customers and send notifications on WhatsApp Business from a Link AI number.

Source: https://docs.getlinkai.com/integrations/whatsapp

WhatsApp connects a Link AI phone number to WhatsApp Business so your agent answers customer inquiries, sends notifications, and handles support in WhatsApp. Use it when your customers prefer to message you there.

## What you can do

- **Automated messaging**: instant responses to customer inquiries on WhatsApp, 24/7.
- **Rich media**: send and receive images, documents, and voice notes.
- **Agent Vision**: with [Agent Vision](https://docs.getlinkai.com/agents/configure-agent#agent-vision) on, your agent understands images customers send.
- **One inbox**: manage WhatsApp conversations alongside your other [channels](https://docs.getlinkai.com/agents/channels) in [Inbox](https://docs.getlinkai.com/products/inbox).
- **Business profile**: your agent uses your WhatsApp Business profile information to ground its responses.

## Before you start

- **Growth or Scale plan**: WhatsApp is available on Growth and Scale.
- **A phone number** purchased from Link AI. See [Phone Numbers & Calls](https://docs.getlinkai.com/products/phone).
- **An agent** [configured](https://docs.getlinkai.com/agents/configure-agent) in your account.

**Warning: Assign the number before you connect**
Assign the phone number to an agent (any agent) before you connect WhatsApp Business. Meta sends the verification code by SMS to that number, and it only reaches your Link AI Inbox when the number is assigned.

## Connect

### Enable the WhatsApp integration
Open **Integrations**, find the **WhatsApp** card, and toggle it to **Enabled**. A success dialog shows next steps. This enables WhatsApp for your account; you still configure numbers and agents individually.

### Assign the phone number to an agent
Open **My Agents**, select the agent, go to the **Call** tab, assign your phone number, and save. See [Phone Numbers & Calls](https://docs.getlinkai.com/products/phone#set-up-a-phone-line).

### Connect WhatsApp Business
Open **Phone Numbers**, select the number, and scroll to the **WhatsApp Business** card. Open **Step 1: Connect Account** and click **Connect WhatsApp Business**. In Meta's Embedded Signup flow:

- Log in to your Meta account
- Select your Meta Business Account (or create one)
- Complete the WhatsApp Business Profile setup
- Grant the requested permissions
- When asked for a verification method, select **SMS**

The verification code appears in your Link AI **Inbox** and as a notification.

### Register the phone number
When **Step 2: Register Phone Number** becomes available, Meta sends a 6-digit PIN by SMS to your number. Find it in **Inbox** (or the notification), click **Register with PIN**, enter the PIN, and wait for registration to complete.

### Turn on the WhatsApp channel
Open the agent's **Deploy** tab, find **WhatsApp**, toggle it on, and check that the phone number shows as enabled. See [Channels](https://docs.getlinkai.com/agents/channels).

### Test it
In **Phone Numbers**, select your connected number and click **Open WhatsApp** (next to **Manage Profile**). Send a test message.

You should see your agent reply in WhatsApp and the conversation appear in **Inbox**.

**Note:**
WhatsApp can take a few minutes to a few hours to become fully available after registration. This is normal Meta provisioning time.

## Use it in an agent

- **Get business verification.** Complete Meta Business Verification for higher messaging limits and trust.
- **Write a clear welcome message** that says who the assistant is and how it can help.
- **Watch your quality rating.** WhatsApp monitors message quality, so keep replies helpful and relevant.

## Troubleshooting

**Verification code not received**
1. Check your Link AI **Inbox**; the code appears as a message and as a notification.
2. Make sure the phone number is assigned to an agent (any agent is fine).
3. Confirm you selected **SMS** as the verification method during Meta signup.
4. Check that the phone number is active and not suspended.
5. Disconnect and reconnect WhatsApp, selecting SMS verification.

**WhatsApp not available hours after registration**
Meta provisioning can take minutes to hours. Wait up to 24 hours, check the WhatsApp status card for the current registration status, and confirm PIN registration completed.

**Cannot turn on the WhatsApp channel**
The toggle shows why it's disabled:

| Message | Fix |
|---|---|
| "Enable WhatsApp integration first" | Enable WhatsApp in **Integrations**. |
| "Assign a phone number to this agent first" | Assign the number on the agent's **Call** tab. |
| "Configure WhatsApp on the assigned phone number first" | Connect WhatsApp Business and register with the PIN in **Phone Numbers**. |

**Phone number not showing in the dropdown**
Make sure WhatsApp is configured on the phone number (it has a `metaWabaId`), the number is assigned to the agent, and the number is active (not suspended or deleted).

**Profile changes not syncing**
Click **Refresh** on the WhatsApp card in **Phone Numbers**, or disconnect and reconnect WhatsApp to sync profile data.

**Still stuck?**
Check the WhatsApp status card for specific error messages, then contact support with your phone number ID, agent ID, a screenshot of any errors, and the steps you've completed. Meta's [WhatsApp Business documentation](https://developers.facebook.com/docs/whatsapp) and [Business Verification guide](https://www.facebook.com/business/help/2058515294227817) may also help.

## Next steps

**[Phone Numbers & Calls](https://docs.getlinkai.com/products/phone)**:
Buy a number and set up voice.

**[Channels](https://docs.getlinkai.com/agents/channels)**:
Turn on every channel your customers use.

**[Inbox](https://docs.getlinkai.com/products/inbox)**:
Read and take over WhatsApp conversations.

**[Configure Agent](https://docs.getlinkai.com/agents/configure-agent)**:
Set the welcome message and persona.