Connect a channel with the right prerequisites

Open Channels and choose the WhatsApp connection action. Use a business account and number you are authorized to manage. Follow the official sign-in and permission steps, select the eligible account and complete number verification when requested. Existing Business app coexistence depends on account and number eligibility; a connected status alone does not prove every feature is available.

Updated 2026-10-08

WhatsApp preparation

Website Chat setup

In Channels, open Website Chat setup. Add the exact HTTPS website addresses you control to the allowed website list and copy the provided widget installation code into that website. Use the displayed public installation values; never place a private server credential in a page. Test from the allowed address, complete the visitor security check and send a synthetic message.

Check the complete journey

Confirm the message appears in Customer Workspace and test human handover. Check supported media and usage allowances before enabling automatic replies. WhatsApp reply windows and template requirements still apply; provider messaging charges are separate. If authorization fails, check account access and eligibility before repeating setup.

Start with a safe first workflow

Create your account, open the verification email and follow its link. Eligible trial workspaces receive the allowances shown at signup. Sign in, open My AI Employee and describe the business, preferred tone and boundaries. Choose one routine job, such as answering approved service questions.

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Improve answers through a repeatable review

Review the conversation in Customer Workspace. Distinguish missing knowledge from an unclear customer requirement or an approval rule. Save a short synthetic example of the question and expected answer, without copying unnecessary personal information. A missing delivery area should trigger a follow-up, not an invented delivery quote.

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Teach your AI Employee approved answers

Open Teach AI and create a source. Under Information type, choose FAQ, website or a supported document. For FAQ, fill Customer question and Preferred answer. For a website, add Source name and Website address. For a document, upload a current file and give it a name your team will recognize.

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Bring a person in for exceptions

Routine approved questions belong to the AI Employee. Customers requesting a person, unresolved uncertainty, discount approvals and unusual commitments need your team. Configure the relevant rules in My AI Employee and make sure the responsible teammate can access the workspace.

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