Connect a WhatsApp Business sender to Nviti so customers can speak with your assistant and team through WhatsApp. Each connection has its own sender configuration, default assistant, routing, and workflow settings.
Connect an account
Open Integrations, choose WhatsApp, and create or select the account. Use Connect to Facebook when available, or follow the manual API setup guide.
After connection, review the displayed number, active state, default assistant, and health information. Test a message from a customer-controlled phone and confirm it appears in Inbox.
Configure replies
The account editor provides:
- General: sender credentials, default assistant, messages, health, and workflow/routing switches.
- Routing: explicit assistant choices, menu wording, aliases, fallback behavior, and session duration.
- Auto Replies: patterns, optional intent matching, response actions, and rate limits.
- Workflow Rules: the channel's supported messaging workflow.
- QR Codes: entry points for the configured WhatsApp experience.
- Marketing Templates and Flows: associated message templates and form/commerce flows.
Enable only the routing and workflow behavior you intend to use. Test both matching and unmatched messages so the fallback is clear.
Outbound messages
Use approved templates for proactive notifications and campaigns. A saved message or accepted API request is not proof of delivery; review provider status and wallet transactions.
Your team can take over a conversation when needed. For secure continuation in web chat, see Channel handoff.