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WhatsApp channel

WhatsApp Channel group expanded with the phone number selector, agent type, routing and the include and exclude tag fields

Number, agent type, routing and the audience filters

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Number and type

The WhatsApp phone number is required, and Agent Type decides what it can do:

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Routing

Required for inbound and omnichannel agents. Two ways:
  • Default — handles every message on the number that no other agent covers.
  • Weekly schedule — covers only the ranges you define, up to 4 per day.
Several agents can share a number as long as their schedules don’t overlap. If they clash, the editor warns you and blocks the save. Edit schedule opens the routing window: a timezone, the Default agent tick, four quick presets, and one row per day.
Time-Based Routing modal with timezone, the Default Agent checkbox, quick presets and Monday to Friday ranges from 9 AM to 5 PM

Time-based routing: timezone, presets and one row per day

The quick presets — Morning, Business, Evening, After Hours — replace the current schedule rather than adding to it. Set them first, then adjust individual days.
If a number has no default agent, messages outside scheduled hours aren’t routed to anyone.
Times always display in 12-hour format with AM/PM, including in Spanish.

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Audience

Limits which customers this agent serves, based on their tags:
Exclusions always win. A customer carrying an excluded tag is never served, even if they also carry an included one.
Variables are not substituted in the message for unattended customers. Use fixed text.
Two agents can share the same hours on the same number if their audiences don’t overlap — for example one for VIP customers and one for everyone else.

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Conversation behaviour

The third settings group. Defines how the agent writes.
Conversation Behavior group with the Natural style selected, a preview of split messages, the response length selector and message batching

Style, length and batching, with a live preview of the Natural style

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Conversation style

Picking Natural shows a preview of how the conversation looks once the reply is split.
Natural style doesn’t cost more. You aren’t charged per split message — the reply is billed, not the pieces. The editor says so under the selector.

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Response length

Concise, Balanced or Detailed. On WhatsApp, Concise or Balanced usually work better — long blocks read badly on a phone.

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Message batching

On by default. When a customer sends several messages in a row, the agent waits for them to finish instead of answering each line separately. The batching window sets how many seconds it waits after the customer’s last message. Default 5 seconds.
Leave it on. Without it, a customer typing “Hi” / “quick question” / “about my order” gets three separate replies.

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Disposition tags

They classify the conversation when it closes. You’ll find them at the bottom of the Follow-up & Engagement group, behind Manage — not in a group of their own. Each tag carries a name, a colour, and an analysis prompt: the criteria sent to the model when it classifies the conversation.
Disposition Tags modal creating a tag named CLIENT SCHEDULED with a colour and an analysis prompt

Creating a tag: name, colour and the criteria the model classifies against

On WhatsApp only the Standard type is available. Retry and No Answer are call-specific and don’t appear here.
As with voice, these are account-wide templates: they save instantly and affect every agent. Ticking one in this modal is what attaches it to this agent.

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Next step

Contact memory

What the agent remembers between conversations.