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WhatsApp channel

📷 Screenshot needed — the WhatsApp Channel group expanded, with number, type, routing and audience.Save to /images/en/whatsapp-agents/channel-group.png

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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.
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.

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Conversation style

Natural style doesn’t cost more. You aren’t charged per split message — the reply is billed, not the pieces.

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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.
Leave it on. Without it, a customer typing “Hi” / “quick question” / “about my order” gets three separate replies.

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Disposition tags

The last group. They classify the conversation when it closes.
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.

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Next step

Contact memory

What the agent remembers between conversations.