WhatsApp

Vocily lets your agents and team members work from your connected WhatsApp Business Account. After connection, you can assign WhatsApp numbers to agents, control channel behavior from Deploy, manage templates and contacts, monitor live conversations, and send WhatsApp campaigns.

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How WhatsApp fits together

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Connect and sync WhatsApp

Start from Integrations → WhatsApp. Vocily is an official Meta Tech Provider and uses Meta’s official WhatsApp Business Platform setup paths. Vocily supports two connection paths:

• Login by Facebook — recommended for most workspaces. You continue with Meta, choose or create the business, WhatsApp Business Account, and number, and Vocily imports the selected account and phone number.
• Manual Provisioning — use this when your team already operates the Meta setup. You provide the WABA ID, Phone Number ID, and Meta access token, then add Vocily’s callback URL and verify token in Meta.

After connection, the WhatsApp settings view shows the connected WABAs, phone numbers, assignment status, and Meta status. If you add a number in Meta later, sync WhatsApp numbers so Vocily can show the latest list.

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Deploy WhatsApp on an agent

Number-to-agent assignment happens in the agent, not in the WhatsApp settings page. Open the agent, go to Deploy → WhatsApp, and choose the WhatsApp number that should route messages to that agent. The same agent model stays in place; Deploy controls the WhatsApp-specific setup for the number. Use Deploy → WhatsApp to configure:

• WhatsApp number — the connected number this agent should answer.
• Message history depth — how much recent WhatsApp conversation context the agent should use.
• Accepted inbound media types — Image, Video, Audio, Document, and Sticker.
• Unsupported-media reply — the message sent when a customer sends a media type the agent is not configured to process.

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Templates

Use WhatsApp templates when you need to start a conversation, restart a conversation after the 24-hour window closes, or send a campaign. Templates are created and managed from the WhatsApp management area. You can create, edit, duplicate, preview, and sync templates. Template setup supports the parts Meta expects, including body text, variables, headers, footers, quick replies, and call-to- action buttons. Only approved templates can be sent. If a template uses variables, make sure the sample values and send-time values are complete before using it in Monitoring or campaigns. For templates with media headers, attach the required media asset before sending.

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Contacts and groups

Contacts and groups are managed by Vocily inside your workspace. Contacts are identified by WhatsApp phone number. You can add contacts manually, import contacts by CSV, update contact details, and organize contacts into groups for campaigns. Use groups when you want to send campaigns to a defined set of contacts instead of selecting recipients one by one. They do not create or manage WhatsApp app groups for customers. Marketing consent is tracked by phone number. A contact can still exist for support or one-to-one chat even when no marketing consent is recorded. If a customer gives consent again, edit the contact to update its marketing consent and provide the new consent source.

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Monitoring and one-to-one replies

The monitoring view shows WhatsApp conversations in a two-panel layout:

• The left panel lists conversations and supports filtering and search.
• The right panel shows the selected chat, contact details, 24-hour window, timeline, and composer. The composer is where a team member can step into the conversation, pause AI when needed, and reply manually.

New messages, read receipts, delivery updates, and media changes update the selected thread without a full page reload. When the 24-hour customer-service window is open, team members can send non-template text replies. When the window is closed, use an approved template to start or restart the chat. Team members can also pause AI for a conversation when a human needs to take over. While AI is paused, the agent does not reply in that thread and the team member can continue the conversation manually. Contacts can open directly into Monitoring. If no message or template is sent, the draft thread is temporary. Once a reply or template is sent, the conversation remains visible.

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Campaigns

WhatsApp campaigns send approved templates to selected contacts or groups. Use them when you need outbound messaging with tracked progress, recipient status, and delivery visibility. Campaign creation uses:

1. A campaign name.
2. The WhatsApp number to send from.
3. An approved template.
4. The target audience.
5. A send time, either now or scheduled.

If the selected template has variables, you can personalize values with a CSV. If the template has a media header, attach the media asset before sending. Campaigns snapshot the audience at send time and recheck marketing opt-out state before each marketing send, so opted-out contacts are skipped.

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Consent and customer windows

WhatsApp has rules around outbound messaging, templates, and customer-service windows.

• Use non-template text replies inside the 24-hour customer-service window.
• Use approved templates to start or restart conversations outside that window.
• Respect marketing opt-outs before sending marketing templates or campaigns.

Marketing consent in Vocily is a send-eligibility layer for marketing messages. It is not the same thing as the contact existing in your workspace, and it is not the same thing as an active support conversation. Vocily tracks marketing consent by phone number: When a customer replies STOP to a marketing template that includes opt-out instructions in its footer, Vocily keeps the support conversation active but blocks future marketing templates and campaigns for that phone number. Marketing opt-out does not delete the contact and does not close the support thread. Utility or authentication templates and allowed one-to-one support replies can still be used when they are appropriate for the customer conversation and WhatsApp policy.

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Troubleshooting

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What’s next

• Connect WhatsApp from Integrations.
• Review WhatsApp pricing and charges.
• Assign a WhatsApp number from Deploy WhatsApp on an agent.
• Review outbound sends in WhatsApp campaigns.