Updated 2026-09-16
WhatsApp is where most people talk to an agent. Two steps: the number is connected once per workspace, and each agent picks which numbers it answers.
1. Connect the number (once, in Sales)
connects a WhatsApp Business number (WABA) to your workspace.
- In Sales, at the top, press Conectar WhatsApp: Meta's wizard opens (operated by Formmy as the official provider).
- Pick or create the WhatsApp Business account and the number.
- You are back in Sales with the number linked. Conversations land in the CRM.
Good for high volume and a verified number. If your operation already uses a personal number you want to keep, write to us: there is a QR path in private preview.
2. Tell the agent to answer
In Agents → your agent → Channels turn on WhatsApp and tick the number(s) it serves. If another agent already answers that number, the card says so. Save, and from the next message on the same agent replies, with its same machine and memory.
What it answers and understands
It can reply with text or with a file it generated. And because it is a public channel, it has fewer tools than in Teams: it does not use your personal connectors or take destructive actions; if a human is needed, it escalates and hands the thread to your team.
What it looks like when a message arrives
The agent marks seen and typing while it works, and attachments (images, PDFs, voice notes) reach it as files it reads with its tools. If the workspace has no balance or the channel is off, it does not answer and you will see it in the panel.
Other channels of the same agent: , and the .