> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Whatsapp overview

> Overview of the AI WhatsApp channel — receive messages on your business number, reply with Autopilot, send templates, and escalate to human agents.

Customers message your **WhatsApp business number**. The AI replies using your knowledge base and tools. When <Tooltip tip="Controls which conversations the AI auto-replies to. Configure per channel under Settings." cta="Autopilot settings" href="https://platform.open.cx/settings/autopilot">**Autopilot**</Tooltip> is on, replies are automatic. Your team sees all conversations in the shared [inbox](https://platform.open.cx/inbox).

<Tip>
  New here? Skim this page, then open **[Create WhatsApp Agent](/whatsapp/connect-whatsapp)** to go live.
</Tip>

## Core Functionality

<AccordionGroup>
  <Accordion title="Inbound Messages" icon="message-arrow-down">
    Text, images, video, documents, and voice notes arrive in real time. Voice notes are transcribed so the AI can read them. Location pins are converted to map links.
  </Accordion>

  <Accordion title="AI Responses" icon="robot">
    The AI replies with plain text, quick reply buttons (up to 3), list menus (up to 10 options), or CTA links — depending on the content. **Autopilot** controls which conversations get auto-replied.
  </Accordion>

  <Accordion title="Session Continuity" icon="link">
    Conversations stay threaded by customer phone number and business number. A returning customer picks up where they left off. WhatsApp is the only channel where the AI can recall context from prior resolved sessions.
  </Accordion>

  <Accordion title="Templates" icon="rectangle-list">
    Send approved template messages to reach customers outside the <Tooltip tip="WhatsApp only allows free-form messages within 24 hours of the customer's last message. After that, only approved templates can be sent.">24-hour reply window</Tooltip>. View and send templates from the dashboard or via the [WhatsApp API](/api-reference/whatsapp/send-template). See [Messaging Rules](/whatsapp/whatsapp-rules) for details.
  </Accordion>

  <Accordion title="Third-Party Integrations" icon="plug">
    Connect to Zendesk, HubSpot, Front, and others from the [integrations settings](https://platform.open.cx/settings/integrations).
  </Accordion>

  <Accordion title="Escalation" icon="user-group">
    When a customer needs a human, the conversation <Tooltip tip="The AI transfers the conversation to a human agent with full context attached." cta="Learn more" href="/handoff/introduction">escalates automatically</Tooltip>. Your agents reply from the inbox and the customer gets it as a WhatsApp message.
  </Accordion>
</AccordionGroup>

<Note>
  WhatsApp requires a **verified business portfolio** before you can connect. See [Create WhatsApp Agent](/whatsapp/connect-whatsapp) for prerequisites.
</Note>

## Integration Options

<Tabs>
  <Tab title="WhatsApp setup">
    Connect your WhatsApp Business account, register a number, and enable the AI.

    <Card title="Create WhatsApp Agent" icon="arrow-right" href="/whatsapp/connect-whatsapp">
      OAuth, number registration, webhook subscription, AI toggle.
    </Card>
  </Tab>

  <Tab title="Third-party integrations">
    Connect helpdesks and CRMs from the [integrations settings](https://platform.open.cx/settings/integrations).

    <AccordionGroup>
      <Accordion title="Zendesk" icon="headset">
        WhatsApp conversations sync with [Zendesk Messaging](/integrations/zendesk/sunshine-conversations). When the AI hands off, your agents pick up in their Zendesk inbox.

        <Note>Enable **Handle WhatsApp** in your Zendesk integration settings for the AI to process WhatsApp messages routed through Zendesk Sunshine.</Note>
      </Accordion>

      <Accordion title="Front" icon="inbox">
        WhatsApp threads appear in your Front inbox. Handoffs route directly to your Front team with the full AI conversation attached.
      </Accordion>

      <Accordion title="HubSpot" icon="users-viewfinder">
        Conversations sync to [HubSpot](/integrations/hubspot/overview), including WhatsApp threads. On handoff, your reps pick up in HubSpot with full context.
      </Accordion>

      <Accordion title="Other integrations" icon="grid-2">
        OpenCX also supports [**Intercom**](/integrations/intercom/overview), [**Gorgias**](/integrations/gorgias/overview), and [**Salesforce**](/integrations/salesforce/overview). See [All Integrations](/dashboard/introduction) for the current list.
      </Accordion>
    </AccordionGroup>

    <CardGroup cols={2}>
      <Card title="Zendesk Integration" icon="headset" href="/integrations/zendesk/overview">
        Messaging setup and handoff.
      </Card>

      <Card title="All Integrations" icon="grid-2" href="/dashboard/introduction">
        Browse every supported integration.
      </Card>
    </CardGroup>
  </Tab>
</Tabs>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Create WhatsApp Agent" icon="plug" href="/whatsapp/connect-whatsapp">
    OAuth, number registration, and AI toggle.
  </Card>

  <Card title="WhatsApp Flow" icon="route" href="/whatsapp/messaging-rules">
    Session matching, reply format, and outbound behavior.
  </Card>

  <Card title="Messaging Rules" icon="scale-balanced" href="/whatsapp/whatsapp-rules">
    24-hour reply window, templates, and CSAT.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/whatsapp/troubleshooting">
    Missing replies, delivery failures, and error logs.
  </Card>
</CardGroup>