Configuration Scope
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| Dual Environment Configuration | WhatsApp channel is managed with separate Published and Draft configuration contexts. |
| Role Scope | WhatsApp management is intended for agent roles with configuration permission (for example Owner and Contributor). |
| Optional Draft Setup | Draft configuration is optional and depends on draft agent availability. |
Protocol and Account Setup
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| Protocol Selection | Setup supports multiple protocol backends (for example Meta Cloud, Coster, Qontak) with protocol-specific fields. |
| Account Code / Phone Identity | Channel identity is bound to account code/phone value and used as the messenger account reference. |
| Qontak Endpoint Registration | Qontak flow includes endpoint registration action after required identifiers and token are saved. |
| Provider Hand-off Details | CMS provides webhook/account details intended to be shared with provider-side setup teams when required. |
Credential and Webhook Management
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| Access Token Management | Primary access token is stored and managed as a required integration credential. |
| Protocol-specific Secrets | Meta Cloud and other protocols expose additional credential fields such as App Secret and account identifiers. |
| Webhook Secret Management | Webhook secret is generated and can be regenerated for channel verification workflows. |
Session Behavior Controls
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| Ask User to End Session | Channel can prompt users to close inactive conversations through configurable session behavior. |
| Delay Before Ask More | Delay setting controls when the system asks if user still needs assistance. |
| Delay Before End Confirmation | Delay setting controls when system asks final session-end confirmation after inactivity. |
Notification Panel
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| Notification Settings Entry | Existing WhatsApp account provides dedicated Notification panel access. |
| Template Management Tab | Supports notification template listing, creation path, send action, and deletion flow (protocol-dependent). |
| API Integration Tab | Provides authenticated API integration references with key management and multi-language code examples. |
| History Tab | Provides notification delivery history with filtering, pagination, and CSV export. |
Redirect to Web (Bridge Mode)
WhatsApp charges per message. With bridge mode on, the agent does not chat in WhatsApp at all: every private WhatsApp message is answered straight away with a one-time sign-in link, and the conversation continues in the agent's web chat.
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| What Happens | Each private message gets one fixed reply with the link. No AI runs, so no AI tokens are used, and nothing is added to a WhatsApp conversation. |
| One-time Link | The link signs the visitor in as their WhatsApp account. It is valid for 30 minutes and works once. |
| Repeat Messages | While a link is still valid, further messages get the same link again, not a new one (unless a quiet period is set, see below). |
| First Message | What the visitor wrote on WhatsApp is carried to the web chat and sent as the first message, so the agent answers it right away. Attachments are not carried over. |
| End-session Messages | Not sent. Ask User to End Session and the other AI-only settings have no effect while bridge mode is on. |
| Groups | Group messages are ignored: no reply, no link. |
| Used or Expired Link | The web page shows "This link is no longer valid. Send us another WhatsApp message to get a new link." |
Settings
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| Reply Mode | Choose AI agent (the agent answers on WhatsApp) or Redirect to web (bridge mode). Only one can be active. Choosing Redirect to web shows the Redirect to Web panel with the settings below in place of the agent settings (Session Management, or on the Qlar connector the Behaviour section; the linked number and the Contact rules stay visible, because they still decide who receives a link). The hidden settings keep their values and come back when you switch back to AI agent. |
| Target URL | Where the link points. Empty means the agent's own web chat. It can also be a page on your site that embeds the agent's chat widget: the widget picks up the sign-in code by itself and, in floating mode, opens its panel. See Embed chat to website. Must start with https:// and have no # part. |
| Reply message | The reply text. Empty uses a built-in text in the agent's language. A custom text must contain {link}, which is replaced with the link. {minutes} is replaced with how many minutes the link has left. |
| Quiet period (minutes) | 0 to 30, default 0. With 0, every message is answered with the link. Above 0, further messages within that many minutes are not answered, to save message costs; after that, the link is sent again. |
Security
The link is a sign-in pass for the WhatsApp number it was sent to. Anyone who opens it before it is used, and within 30 minutes, is signed in as that number. Ask visitors not to forward it. Only the most recent link for a number works, and each link works once and for this agent only.