--- title: "Set Up a WhatsApp Channel" slug: "set-up-a-whatsapp-channel" description: "Covers creating a WhatsApp channel for an AI Agent: conversation start/end settings, launch steps, user roles, and troubleshooting." updated: 2026-11-06T13:23:20Z published: 2026-11-06T13:23:20Z canonical: "academy.insiderone.com/set-up-a-whatsapp-channel" --- > ## Documentation Index > Fetch the complete documentation index at: https://academy.insiderone.com/llms.txt > Use this file to discover all available pages before exploring further. # Set Up a WhatsApp Channel A WhatsApp channel connects one of your WhatsApp Business accounts to an AI Agent, so the agent replies to your customers in the app they already use every day. Create the channel in Insider One, set how conversations start and end, connect an AI Agent, and launch it. In this article: - [Before you start](/docs/set-up-a-whatsapp-channel#before-you-start) - [Open the Channels page](/docs/set-up-a-whatsapp-channel#open-the-channels-page) - [Create a WhatsApp channel](/docs/set-up-a-whatsapp-channel#create-a-whatsapp-channel) - [Conversation start](/docs/set-up-a-whatsapp-channel#conversation-start) - [Conversation end](/docs/set-up-a-whatsapp-channel#conversation-end) - [Launch](/docs/set-up-a-whatsapp-channel#launch) - [Test your channel](/docs/set-up-a-whatsapp-channel#test-your-channel) - [Manage your channels](/docs/set-up-a-whatsapp-channel#manage-your-channels) - [Update an Active channel](/docs/set-up-a-whatsapp-channel#update-an-active-channel) - [User roles](/docs/set-up-a-whatsapp-channel#user-roles) - [Limitations and good to know](/docs/set-up-a-whatsapp-channel#limitations-and-good-to-know) - [Troubleshooting](/docs/set-up-a-whatsapp-channel#troubleshooting) - [Next steps](/docs/set-up-a-whatsapp-channel#next-steps) ## Before you start - Your plan needs to include WhatsApp. If it doesn't, contact Insider One team. - The [Conversational API](/v1/docs/whatsapp-conversational-api) needs to be integrated in your account. If it isn't, contact Insider One team. - You need at least one integrated WhatsApp Business account. If the integration is not complete, the **Create Channel** drawer displays **WhatsApp Integration Required** with a **Complete Integration** link. To set up an account, see [WhatsApp Channel Setup](https://academy.insiderone.com/docs/developer-guide-whatsapp-channel-setup) and [Create your WhatsApp Business Account](https://academy.insiderone.com/docs/create-your-whatsapp-business-account-2). - You need an AI Agent in **Active** status. To create one, navigate to **InOne** > **Agent One** > **Agent One Audiences** > **AI Agents**. For the full setup, see [Create and Configure the Support Agent](https://academy.insiderone.com/docs/create-and-configure-the-support-agent) or [Create and Configure the Shopping Agent](https://academy.insiderone.com/docs/create-and-configure-the-shopping-agent). - Your customers' phone numbers need to be defined as an identifier in the [Unified Customer Database (UCD)](https://academy.insiderone.com/docs/unified-customer-database-ucd). - You need the Administrator or Editor role to launch, pause, or delete a channel. Refer to [User roles](/docs/set-up-a-whatsapp-channel#user-roles). ## Open the Channels page The **Channels** page lists every channel where your AI Agents interact with your customers. 1. Navigate to **InOne** > **Agent One** > **Agent One Audiences** > **Channels**. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-HCGPQI1I.png) 2. Review the list, or click **Create** to add your first channel. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-M1OLB09E.png) ## Create a WhatsApp channel 1. Click **Create**. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-5T5S9SX7.png) 2. Enter a **Channel Name**. The name must be unique and can have up to 128 characters. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-LVKTBPST.png) 3. Under **Channel Type**, select **WhatsApp**. 4. Select a **WhatsApp Account**. Accounts that are already connected to another channel display the **Connected** tag and can't be selected. To manage your accounts, click **Go to WhatsApp Account Settings**. 5. Click **Create**. The channel opens on the **Conversation Start** step with the **Draft** status. Setup has three steps: **Conversation Start**, **Conversation End**, and **Launch**. A WhatsApp preview sits next to every step, and you can select which message it shows. Click **Save and Continue** to move to the next step. If you can't select WhatsApp or the account, use this table to find the fix: | If WhatsApp can't be selected | What to do | | --- | --- | | WhatsApp is not included in your plan. | Contact Insider One team to include it in your plan. | | The Conversational API isn't integrated in your account. | Contact your Insider One team to integrate it. | | **WhatsApp Integration Required** is displayed and **Create** is disabled. | Click **Complete Integration** and finish the WhatsApp integration, then return to **Channels**. | ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-Z1TJNFWJ.png) ## Conversation start Set up the welcome message and consent request your customers receive when a conversation starts. ### Welcome message Turn on the toggle to send an automatic first message when a customer starts the conversation, then enter the Welcome Message (up to 1,024 characters). ### Consent (GDPR) Turn on the toggle to ask your customers for consent when the conversation starts. - **Consent (GDPR) Message**: The text sent to your customer (up to 1,024 characters). - **Approve and Decline**: Select **Consent via Approve and Decline Buttons** to collect the consent with buttons. Then enter the Approve Button Text, Approve Message, Decline Button Text, and Decline Message. Button texts can have **up to 20 characters** and messages **up to 1,024**. - **Other Replies**: Select the checkbox to resend the Consent (GDPR) Message with a fallback message when a customer replies with anything other than the approve or decline buttons. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-8H1N3WKT.png) ## Conversation end Decide how a conversation wraps up: when it times out, what customers see if something goes wrong, and whether they can rate the experience. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-E5DN8OGQ.png) ### Conversation timeout - **Timeout Duration**: How long a conversation can stay inactive before it ends automatically. Enter a value and select **minutes** or **hours**. - **Timeout Message**: The message sent when the conversation ends (up to 1,024 characters). - **Send Timeout Reminder**: Select it to send a reminder before the conversation ends, then set the **Timeout Reminder Duration** and the **Timeout Reminder Message** (up to 1,024 characters). ### Fallback message Enter the Fallback Message your customers receive when the AI Agent can't respond or a system error occurs. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-MFUTPFCL.png) ### Rating Turn on the toggle to collect ratings at the end of the conversation. Insider One sends the rating as a WhatsApp list message. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-5YHVRKCS.png) | Field | Description | | --- | --- | | **Rating Message** | The text of the rating message. Up to 1,024 characters. | | **Button Text** | The text of the button that opens the rating options. Up to 20 characters. | | **Rating Type** | Select **Star** (1–5), **Smiley** (1–5), or **NPS** (1–10). | | **Display Order** | Select **Positive to Negative** or **Negative to Positive**. | | **Collect Rating Comment** | Select it to let your customers add a comment to their rating, then enter the **Rating Comment Message**. | | **Rating Response Message** | The message sent after your customer submits the rating. | ## Launch Connect your channel to an AI Agent and take it live. If a required field in an earlier step is empty, the preview area tells you which step to complete, with a button that takes you there. ### Activation status Set the status of your channel: **Draft**, **Active**, or **Pause**. You can pause a channel only after you launch it. ### AI Agent Select the AI Agent that answers conversations on this channel. Agents in Draft status are displayed but can't be selected. You manage your agents on the **AI Agents** page. ### Shopping Agent settings When you select a Shopping Agent, set the **Currency**, the **Locale**, and the **Product Card Button Text** (up to 20 characters) for the product cards the agent sends. The preview shows a product card for the selected currency and locale. If your catalog has no products for the selection, the preview displays **No Matching Catalog**. ### Launch your channel 1. Select **Active** under **Activation Status** and click **Launch**. To keep working on the channel later, select **Draft** and click **Save as Draft**. 2. Check the confirmation message. The channel status changes to **Active**. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-B8NBCFH9.png) ## Test your channel After you launch the channel, the **QR Code** pop-up is displayed. Try your AI Agent on WhatsApp before your customers do. - Scan the QR code with your phone to test your channel on WhatsApp. - Click **Go to WhatsApp Web** to open the conversation on WhatsApp Web. - Click **Copy WhatsApp Link** to copy the link. You can open the pop-up again anytime from the **See QR Code** action on the **Channels** page. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-ZAEXID7I.png) ## Manage your channels The **Channels** page lists your channels with their **Status**, **Name**, **Channel Type**, **Last Updated** (date and the user who made the update), and **Connected Agent**. For WhatsApp channels, the connected WhatsApp account is displayed under the channel type. Use **Select Statuses** and **Search** to narrow the list. | Status | What it means | | --- | --- | | **Draft** | Created but not launched yet. | | **Active** | Launched. Your AI Agent replies to customers who message the connected WhatsApp account. | | **Paused** | Temporarily stopped. Settings are kept, and you can launch the channel again. | | **Updates Pending** | An Active channel with saved changes that are not applied yet. Refer to [Update an Active channel](/docs/set-up-a-whatsapp-channel#update-an-active-channel). | Use the actions menu on a channel row to manage it: - **See QR Code** (Active and Paused channels): Displays the QR code to test the channel. - **Duplicate**: Creates a copy of the channel in Draft status. You can edit the **Duplicate Channel Name** before you confirm. - **Update Status as Paused** or **Update Status as Active**: Takes you to the **Launch** step, where you pause or relaunch the channel. - **Delete Channel**: Deletes the channel permanently. > [!NOTE] > If a warning icon is displayed next to the WhatsApp account of a channel, the account's WhatsApp integration is not complete. Click **Go to WhatsApp Settings** and complete the integration to continue sending messages via this channel. An AI Agent that is connected to a channel can't be deleted. Replace it in the channel first. The **AI Agents** page displays the channels each agent is connected to. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/whatsapp-manage-channels.png) ## Update an Active channel When you edit an Active channel, Insider One saves your changes but doesn't apply them yet. The channel displays the **Updates Pending** status on the **Channels** page and a note inside the channel. 1. Open the channel and make your changes. 2. In the **Launch** step, click **Update** and confirm in the **Update Channel?** pop-up. > [!NOTE] > Your changes apply to new conversations only. Open conversations continue with the previous settings until they end. ![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/image-W9XMEIZA.png) ## User roles What you can do on the **Channels** page depends on your Insider One user role. The roles work the same way for Web Messenger and WhatsApp channels. For more on roles, see [User Management](https://academy.insiderone.com/docs/user-management). | Action | Administrator | Editor | Collaborator | Viewer | | --- | --- | --- | --- | --- | | View channels | Yes | Yes | Yes | Yes | | Edit a Draft channel | Yes | Yes | Yes | No | | Edit an Active channel | Yes | Yes | No | No | | Launch a channel | Yes | Yes | No | No | | Pause or relaunch a channel | Yes | Yes | No | No | | Delete a channel | Yes | Yes | No | No | If your role doesn't allow an action, the channel opens in view-only mode or an error message is displayed. Contact your Account Administrator for access. ## Limitations and good to know - **One account, one channel:** A WhatsApp account can be connected to only one channel. - **AI Agent:** A channel is connected to one AI Agent, and only Active agents can be selected. The same agent can be connected to more than one channel. - **Setup steps:** A WhatsApp channel has no **Design** step and no install script. The conversation takes place in WhatsApp, so WhatsApp sets the look of the chat. - **Text limits:** Messages can have up to 1,024 characters and button texts up to 20. - **Updates:** Changes to an Active channel apply only after you click **Update**, and only to new conversations. - **Live agents:** Handing a conversation over to a live agent is not available on WhatsApp channels. ## Troubleshooting ### Why can't I select WhatsApp as the channel type? WhatsApp needs to be included in your plan, and the Conversational API needs to be integrated in your account. Hover over the **WhatsApp** card to see which one is missing, then contact Insider One team. ### Why can't I select my WhatsApp account? An account with the **Connected** tag is already connected to another channel. Delete that channel or select a different account. ### Why is the Create button disabled? If **WhatsApp Integration Required** is displayed, click **Complete Integration** and finish the WhatsApp integration first. ### Why can't I launch my channel? A channel needs a connected AI Agent in Active status and all required fields in **Conversation Start** and **Conversation End** filled in. You also need the Administrator or Editor role. ### Why is the product card preview empty? Your catalog has no products for the selected **Currency** and **Locale**. Select a different currency or locale, or check your product catalog. ### Why don't my customers see my latest changes? If the channel displays **Updates Pending**, click **Update** in the **Launch** step. Changes apply to new conversations. ## Next steps Your WhatsApp channel is ready for its first conversation. Scan the QR code, chat with your AI Agent, and fine-tune the welcome message and rating questions from there. ## Related - [Create and Configure the Support Agent](/create-and-configure-the-support-agent.md) - [Create and Configure the Shopping Agent](/create-and-configure-the-shopping-agent.md) - [WhatsApp Channel Setup](/whatsapp-channel-setup.md) - [Create your WhatsApp Business Account](/create-your-whatsapp-business-account.md)