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Channels and integrations

Connect WhatsApp Business

Connect a WhatsApp Business sender through the guided provider flow, assign it to an Interlinked agent, and prepare it for customer messaging.

Last updated: Reviewed on:

In the product: Integrations →

Before you connect

Have these ready:

  • a phone number that can receive the provider’s verification message;
  • the Meta account and business portfolio that should own the WhatsApp Business account; and
  • permission to complete the provider’s business setup.

If the number is already in use by another WhatsApp business setup, the provider will explain whether it can be migrated or must be released first. Do not remove a number from another service until you understand that impact.

Connect WhatsApp Business

  1. Open Channels under AI & Automation.
  2. Find WhatsApp Business under Communication Channels and select Connect.
  3. Complete the guided provider signup in the popup or embedded screen.
  4. Select or create the business portfolio and WhatsApp business account offered by the provider.
  5. Register and verify the phone number, then complete any billing or business details the provider requires.
  6. Return to Interlinked and confirm that the card shows the connected account and Active state.

Assign the number to an agent

After a successful connection, choose the agent in the assignment dialog. If you choose Now or the dialog does not appear, open My Agents → [agent] → Apps and assign WhatsApp there.

Only one agent responds for a WhatsApp channel at a time. A connected number without an assigned ready agent is not yet a live customer path.

Messaging rules customers notice

When a customer starts or continues a conversation, normal agent replies appear in CRM and on WhatsApp. Outside the provider’s customer-service window, business-initiated messages generally require an approved template. Create WhatsApp broadcasts from CRM explains the separate consent and eligibility checks for campaigns.

You can keep replying from the WhatsApp Business app: when you do, the AI steps away from that conversation for 15 minutes. In the panel, choose I reply to handle it yourself until you hand it back to the AI. See Who replies: the AI or your team.

If the connection fails

Check the exact provider message, the selected business portfolio, the phone number’s current ownership, and whether the provider requires an additional business or billing step. Then read Meta connection troubleshooting.

Related docs

  • Channels and integrations overview Use Channels for communication connections and Google Calendar, then assign a customer channel to the agent that should use it.
  • Manage connected channels Use the channel cards for connection state and the assignment dialog or agent Apps settings for the responding agent.
  • Create WhatsApp broadcasts from CRM Use approved WhatsApp templates and eligible CRM contacts for a reviewable broadcast; delivery can suppress contacts that fail a final check.

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