Prerequisites
- Verified business portfolio in your business manager.
- Admin access to the business manager that owns the WhatsApp account.
What You Will Configure
- Connect account — authorize OpenCX via .
- Register number — select your business phone number in the dashboard.
- — ensure message delivery is active.
- Enable AI — toggle on for the number.
Go Live
Open WhatsApp Channel Settings
Go to Channels → WhatsApp in your dashboard.
Choose Your Connection Path
- New number
- Migrate from consumer app
- Migrate from another provider
Select New number and proceed to the OAuth step. No migration needed.
Complete OAuth
Click Connect to open the authorization flow in a new tab. Grant OpenCX access to your WhatsApp Business account and select the number to register.
Register Your Number
Back in the dashboard, your number appears under Channels → WhatsApp. Click the Register button next to the number to complete registration.
Subscribe To Webhooks
Click the Subscribe to webhooks button next to the number to enable message delivery. Without this, inbound messages will not arrive.
Enable AI For The Number
Toggle the AI switch on for the number. This is a per-number control — you can have multiple numbers with different AI settings.
WhatsApp AI has two layers of control: org-level Autopilot (enables/disables AI for all WhatsApp numbers) and a per-number toggle on the channel page. Both must be on for the AI to reply.
Related Documentation
Troubleshooting
Missing replies, delivery failures, and error logs.
WhatsApp Flow
Session matching, reply format, and outbound behavior.
Messaging Rules
24-hour reply window, templates, and CSAT.
Human Handoff
AI to human escalation — applies to WhatsApp sessions.