The WhatsApp channel
The WhatsApp channel connects your WhatsApp numbers directly to Meta. There is no third-party provider between Atender and Meta. A customer sends a WhatsApp message, and a conversation opens in the same inbox as your other channels.
Connect a number
You need the Channel settings permission to do these steps.
- Open Settings → WhatsApp.
- Click Connect WhatsApp number.
- Select one of the two choices:
Use a number that is already in the WhatsApp Business app. The number continues to work in the WhatsApp Business app, and also in Atender.
Use a new number. - Meta’s signup window opens. Complete the steps in that window.
When the signup is complete, the number shows in the list.
If the page says “WhatsApp signup is not set up yet. Contact support to connect a number.”, the button is not shown; contact support.
Settings for each number
Each number has these settings:
- Name — the name your team sees in the inbox.
- Enabled — turns the number on or off.
- Default team — the team that gets new conversations.
- Agent Stack — turn it on and select a stack. The Agent Stack answers messages first. With the switch on and no stack selected, nobody answers.
Each number also shows who pays Meta for templates:
- Your Meta account — you connected the number yourself, and your own Meta account pays.
- Billed by Atender — the number is in Atender’s own WhatsApp account and was added for you by Atender.
To remove a number, click the bin icon (Disconnect number). Atender asks you to confirm first. Messages to the number stop coming into the inbox; past conversations stay.
Messages from customers
- Each WhatsApp message goes into a conversation in the inbox.
- Photos, videos, voice messages, documents and stickers are saved on the message.
- Locations and contact cards show as text.
- The Agent Stack can answer messages that have text. A photo or file with no caption is left for a person. An agent can take over the conversation at any time.
- Delivery and read ticks update on the messages that you send.
The 24-hour window
WhatsApp lets you send free text only for 24 hours after the customer’s last WhatsApp message, in any of their conversations. The composer shows when the window closes.
After the window closes, the normal send is blocked. To reach the customer, send an approved template:
- Select a template.
- Fill in its values.
- Examine the preview.
- Click Send template.
While the window is open, you can also click Send template in the composer to send a template instead of free text.
The list shows only templates whose values are all numbered body values, such as {{1}} and {{2}}. Templates with a media header or with values outside the body, such as button values, do not show.
You create templates and get approval for them in Meta’s WhatsApp Manager. You cannot create templates in Atender. An automation can also send a template: see Send WhatsApp template in the Actions catalogue.
Answer another channel’s conversation on WhatsApp
An agent can answer a conversation from another channel, such as email or SMS, on WhatsApp. Select WhatsApp as the reply channel. The contact must have a phone number or a WhatsApp address. When the customer answers on WhatsApp within 7 days, the answer goes into the same conversation.
Not available on WhatsApp
- Mass reply: A mass reply does not send on WhatsApp. Reply to each conversation. See Mass reply channel behaviour.
- Channel switch from the chat widget: A web chat visitor cannot move the conversation to WhatsApp. See Verify the address before a channel switch.
- Verification codes: When an Agent Stack checks who a WhatsApp customer is, the code goes by SMS or email, not on WhatsApp.
Analytics
WhatsApp is one of the choices in the analytics channel filter.