> ## Documentation Index
> Fetch the complete documentation index at: https://docs.autocampaign.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Connect your WhatsApp Business number, get message templates approved, and reply to customers from the inbox, workflows, and AI Employees.

## Overview

The WhatsApp channel connects a **WhatsApp Business** number to Autocampaign AI so
customers can message you on WhatsApp. You can reply from the
[Inbox](/inbox/overview), send from [workflows](/automation/workflow-builder) and
[sequences](/campaigns/sequences), or let an [AI Employee](/automation/ai-employees)
answer. Connect it under **Settings → Channels → WhatsApp**
(`/settings/channels/whatsapp`); manage templates under **Templates → WhatsApp**
(`/templates/whatsapp`).

<Tip>
  **In short:** 1) Connect your WhatsApp Business number through Meta. 2) Create
  message templates and get them approved. 3) Reply from the inbox, workflows, or AI Employees.
</Tip>

<Info>
  **Time to complete:** \~15–30 minutes to connect, plus Meta's template review
   ·  **Difficulty:** Intermediate  ·  You need to be an Owner
  or Admin, or ask an admin to give you permission to manage channels and WhatsApp
  templates.
</Info>

## Before you start

* A Meta Business account with a **WhatsApp Business Account** and a phone number
  registered to it. One connection (one number) per workspace.
* Pop-ups allowed — the connection runs in a Meta window.

## Connect WhatsApp

<Steps>
  <Step title="Open the WhatsApp card" icon="plug">
    Go to **Settings → Channels**, find **WhatsApp** under **Meta Platforms**, and
    click **Configure**.
  </Step>

  <Step title="Connect with WhatsApp" icon="right-to-bracket">
    Click **Connect with WhatsApp**. In the Meta window, sign in, choose the WhatsApp
    Business Account, and select the phone number. Finish within two minutes or the
    attempt times out.
  </Step>

  <Step title="Check the status page" icon="circle-check">
    You'll see your business name, number, a health badge (**Connected**, **Needs
    attention**, or **Disconnected**), and a **Manage WhatsApp templates** link.
    **Disconnect** stops all sending and receiving.
  </Step>
</Steps>

## Understand the 24-hour window and consent

Every incoming WhatsApp message opens a **24-hour customer-service window** for that
contact and records them as [opted in](/getting-started/glossary#opt-in) to WhatsApp.

* **Window open** — send free-form text (up to 4,096 characters) and media.
* **Window closed** (no incoming message in the last 24 hours, or none ever) — only an
  **approved template** can be sent. That's how you start or restart a conversation.
* **Opted out** — a contact who replies with an opt-out keyword (for example `STOP`,
  as set under **Settings → Opt-out**) can't be messaged on WhatsApp at all. That
  includes templates. Their `STOP` still appears in the thread.

<Note>
  A WhatsApp `STOP` doesn't silence SMS (though an SMS opt-out also blocks WhatsApp).
  It also can't be undone for now — there's no switch on the contact record to opt
  them back in.
</Note>

## Message templates

Templates are pre-written messages Meta reviews and approves. Open **Templates →
WhatsApp**; the grid filters by **All**, **Draft**, **Pending**, **Approved**, and
**Rejected**.

<Steps>
  <Step title="Purpose" icon="bullseye">
    Click **Create template** and pick a purpose: **Appointment reminder**, **Order
    update**, **Welcome message**, **Follow-up** (all Utility), **Promotion**
    (Marketing), or **Other**, where you choose the **Meta category** yourself. Only
    Marketing and Utility are offered.
  </Step>

  <Step title="Editor" icon="pen">
    Enter a **Template name** and **Language code** (default `en_US`), then write the
    **Message body** (up to 1,024 characters). Use **Personalize** to insert
    [merge tags](/getting-started/glossary#merge-tag) (placeholders that fill in each
    contact's details) such as `{{first_name}}`; add a fallback with `{{first_name|"there"}}`.
    Optionally add a **Header** and **Footer** (60 characters each) and up to three
    **Buttons** — **Quick reply** or **Website link**. Merge tags work only in the body.
  </Step>

  <Step title="Review" icon="eye">
    Check the phone preview, then **Save draft** or **Submit for review**.
  </Step>
</Steps>

Statuses run **Draft → Under review → Approved / Rejected**; Meta can later mark a
template **Paused** or **Disabled**. Only drafts and rejected templates (which show
Meta's reason) can be edited, then resubmitted. Click **Sync status** to pull the
latest approval state. Built-in **System** templates can't be edited — **Clone to
use** copies one into your workspace; **Duplicate** copies your own.

## Reply and compose in the inbox

Incoming WhatsApp messages land in the [Inbox](/inbox/overview) on the contact's
**WhatsApp** channel tab; unknown numbers become a new contact named "Unknown". Text,
images, and documents arrive with captions; other types show a placeholder such as
`[Voice message]`. While the window is open the composer shows **You can reply
normally**. When it's closed, click **Choose a template**, pick one, and click
**Send template**.

To start a conversation, open the inbox's **Message composer** menu and choose
**WhatsApp** (shown only when connected). In **Compose WhatsApp**, add up to 50
existing contacts under **To**, then write a **Message** or pick a **Template**. If
any recipient's window is closed the panel switches to template mode, and opted-out
contacts are listed so you can **Remove** them. The **WhatsApp** quick action on a
contact's page or drawer opens the same composer.

## Workflows, sequences, and AI Employees

* **Send WhatsApp** (workflows) and the **WhatsApp** step (sequences) send free-form
  text. Set **If WhatsApp can't message this contact right now** to **Skip this step**
  or **Send an approved template instead** with a **Fallback template**.
* **Send WhatsApp Template** / **WhatsApp Template** sends an approved template
  directly. You can't publish while a step uses a template that isn't approved yet.
* Both steps respect quiet hours and skip contacts who opted out of WhatsApp.
* **AI Employees** reply on WhatsApp with WhatsApp-style formatting. If the window
  closes before the reply goes out, the run is logged as skipped (WhatsApp window
  closed), not as an error. The AI never sends templates on its own.

<Note>
  WhatsApp isn't a campaign channel yet — use sequences or workflows for automated
  WhatsApp sends.
</Note>

## Check status and limits

| Item                            | Limit                                             |
| ------------------------------- | ------------------------------------------------- |
| Connected numbers               | 1 per workspace                                   |
| Free-form message               | 4,096 characters                                  |
| Template body / header / footer | 1,024 / 60 / 60 characters                        |
| Template buttons                | 3, labels up to 25 characters                     |
| Compose recipients              | 50 contacts per send                              |
| Outbound media                  | Images (`jpg`, `png`, `webp`, `gif`) or documents |

Delivery shows as **Sent** or **Delivered** (read receipts count as delivered). Sends
and templates count toward your [plan's allowances](/billing/plans-and-trials).

## FAQ

<AccordionGroup>
  <Accordion title="Why can't I type a reply?">
    The 24-hour window has closed. Use **Choose a template**; a reply from the contact
    reopens the window.
  </Accordion>

  <Accordion title="Can I message a number that isn't a contact?">
    No — WhatsApp compose accepts existing contacts only, because a new number has no
    consent state to check.
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Why did the connect window fail or time out?">
    Allow pop-ups, check the number belongs to the selected WhatsApp Business Account,
    and click **Connect with WhatsApp** again.
  </Accordion>

  <Accordion title="A template with this name and language already exists">
    Names are unique per language in your workspace — rename it or change the
    **Language code**.
  </Accordion>

  <Accordion title="Why was a workflow step skipped?">
    The contact opted out, or the window was closed and the step is set to **Skip this
    step**. Add a **Fallback template** to send instead.
  </Accordion>
</AccordionGroup>

<Card title="Work the inbox" icon="inbox" href="/inbox/overview">
  Reply to WhatsApp, SMS, and email conversations in one place.
</Card>