Channels

WhatsApp.

WhatsApp gives your agent its own phone number that customers can message. Inbound messages route to the agent, replies come back from the same number.

WhatsApp is invitation-only today. Click "Request access" on the Publish tab and the Onpilot team provisions a WhatsApp number for your agent. Self-serve is on the roadmap.

Capabilities

What you'll get

  • A dedicated WhatsApp number routed to one agent
  • Inbound messages answered by the agent using its tools and knowledge — same agent that powers the web embed
  • An invitation join code customers send to start a conversation

Today

Why invitation-only

A WhatsApp Business number requires carrier provisioning, sender registration with WhatsApp, and per-agent configuration. We do this manually today to make sure the number works on the first message. Self-serve is planned but not shipped.

Request flow

How to enable

  1. Open the agent in the Onpilot dashboard
  2. Go to the Publish tab
  3. Click the WhatsApp tile → Request access
  4. The button opens a pre-filled email referencing your agent ID
  5. We provision a number and configure it for your agent — typically 1–2 business days
  6. Once provisioned, the WhatsApp tile shows the connected state with phone number, join code, and share-invite block

What you see

After provisioning

The dialog shows three things:

  • Phone number (read-only) — the WhatsApp number assigned to your agent
  • Join code (editable) — the message customers send to start chatting
  • Share-invite block — copy/paste copy to give to customers

You can change the join code any time from the same dialog.

Pricing

Cost

WhatsApp messaging costs are passed through — a per-number monthly fee and per-message-segment fee, plus WhatsApp's session-message vs template-message rules. Reach out for current pricing.

Common issues

Troubleshooting

Customer messaged the number, didn't get a reply.

Confirm the customer started with the join code. Sandbox numbers require the join handshake before any inbound message routes to your agent.

Agent answers generically.

The agent doesn't have user identity for WhatsApp the same way it does on the web embed — it knows the phone number, not your internal user ID. For richer personalization, lift the user from your CRM by phone number in your tool definitions.

Need to change the number.

Reach out — we re-provision under your existing agent.

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