The short answer

WhatsApp messaging is currently an account-specific pilot for the eligible JamesP configuration. It supports incoming and outgoing conversations and supported media; WhatsApp voice calling is not implemented in the dashboard.

Availability: Pilot availability: currently configured only for the eligible JamesP account and its approved WhatsApp sender.

Step-by-step

  1. Open WhatsApp messages

    In the phone dashboard, select the WhatsApp conversation view.

  2. Choose a recipient

    Open an existing conversation or enter a valid WhatsApp number.

  3. Start correctly

    Use an approved content template when required outside the customer-service session window.

  4. Continue the conversation

    After the customer replies, send supported session messages and review incoming replies.

  5. Handle media

    Open or download supported incoming images, video and audio using the secure media controls.

Frequently asked questions

Why do I need a template?

Business-initiated messages outside an open customer-service window generally require an approved WhatsApp content template.

Can customers send media?

Supported images, video and audio can appear in the conversation and be downloaded.

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