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After a WhatsApp Business Account is connected, configure the channel from the agent’s Deploy → WhatsApp section. This is where a connected WhatsApp number becomes usable by an agent.

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What Deploy controls

Deploy keeps WhatsApp routing close to the agent that will answer messages. Use Deploy → WhatsApp to set:
  • WhatsApp number — the connected number the agent should answer.
  • Message history depth — how much recent WhatsApp context the agent should use.
  • Accepted inbound media types — the media types the agent is allowed to process.
  • Unsupported-media reply — the fallback message sent when a customer sends media the agent does not accept.
Each WhatsApp account can be connected to only one workspace, while a workspace can connect multiple WhatsApp accounts. These settings are agent-specific, so you can choose which connected WhatsApp number each agent should use.

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Assign a WhatsApp number

  1. Open Agents.
  2. Choose the agent you want to use on WhatsApp.
  3. Open Deploy in the Configuration tabs.
  4. Open WhatsApp.
  5. Choose the connected WhatsApp number.
  6. Save the agent.
When a customer sends a message to that number, Vocily routes the conversation to the assigned agent. If the number is not assigned, the conversation can still appear in Monitoring, but the agent will not answer until routing is configured.

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Set message history

Message history controls how much of the recent WhatsApp thread is included when the agent prepares its next reply. Use a larger history depth when the agent needs more context across a longer support conversation. Use a smaller history depth when conversations are short and you want the agent to stay focused on the latest customer message.

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Configure inbound media

Choose which inbound media types the agent can process:
  • Image
  • Video
  • Audio
  • Document
  • Sticker
If a customer sends a media type that is disabled, Vocily does not pass that media into the AI response flow. This protects the agent from handling media it is not configured to use.

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Unsupported-media reply

Set an unsupported-media reply when you want customers to receive a helpful response after sending a disabled media type. For example, the reply can ask the customer to send text instead, or to share a supported file type. WhatsApp only allows non-template text replies inside the 24-hour customer-service window. If the window is closed, Vocily cannot send a non-template unsupported-media reply. For billing behavior, see WhatsApp pricing and charges.

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What’s next