Which kind of WhatsApp?
The app supports two different connections. This page is about the first.
| WhatsApp (QR code) | WhatsApp Business Cloud API | |
|---|---|---|
| What it is | Your ordinary WhatsApp or WhatsApp Business app number, linked like WhatsApp Web. | An official Meta connection for a business number, with approved message templates. |
| Setup | Scan a QR code. Minutes. | Meta business verification and embedded sign-up. See WhatsApp Business. |
| Numbers per account | One. | Several. |
| Free-form messages | Any time. | Only within 24 hours of the customer's last message; otherwise a template. |
| Broadcast risk | Heavy sending can get the number restricted by WhatsApp. | Low, within Meta's rules. |
Before you start
- Your plan must include the WhatsApp Cloud subscription. Without it the Connect button shows Please subscribe to use this feature with a link to subscribe, or asks you to contact your admin. See Subscription & billing.
- Have the phone that owns the number with you, charged and online. The link works like WhatsApp Web: the phone must stay connected to the internet.
- A number can be linked to only one account. If it is already connected elsewhere the app stops and tells you to disconnect the other account first.
Connect by QR code
The connection panel is titled WhatsApp Connection, with the subtitle Connect your WhatsApp account to enable AI-powered messaging. You reach it from the account menu in the inbox or from the left column of the Whatsapp Broadcast page.
- Click Connect WhatsApp. The button reads Connecting... and the panel shows Initializing....
- A QR code appears under Scan QR Code with the prompt Open WhatsApp on your phone and scan this code.
- On the phone open WhatsApp, go to Settings → Linked devices → Link a device, and point the camera at the screen.
- The status changes to Connected to Whatsapp, then the card shows Connected with the chip Active.
Test it
Ask a colleague to message the number from their own phone. Within a few seconds the chat appears on the WhatsApp tab of the inbox. Messages you send to yourself do not trigger the AI, so use a second phone for testing flows.
Reading the status card
- Connected with Your WhatsApp is ready for AI messaging: everything works.
- Not Connected with Connect to start using AI features: scan again.
- The small AI badge beside the status is green when automation is enabled for the number and red when it has been disabled.
- The line above the card shows your account ID and the connected phone number, useful when talking to support.
Disconnecting and reconnecting
Disconnect asks you to confirm, then removes the link on the server and clears the QR code. Chats and leads are kept. To come back, click Connect and scan again. You can also remove the link from the phone under Linked devices, in which case the status card will show Not Connected the next time you open it.
Troubleshooting
The app shows this advice when a connection error occurs:
- Click Disconnect to fully reset your WhatsApp session.
- Click Connect WhatsApp again and complete the steps to reconnect.
- If the problem continues after retrying, contact your administrator for assistance.
Other common causes:
- The QR code never appears. Wait for Initializing... to finish; on a slow connection it can take up to a minute.
- Messages stop arriving. Check the phone is online and WhatsApp is not force-closed. Open Linked devices on the phone and confirm the link is still listed.
- "This phone number is already connected to another account." Someone else in your company scanned the same number. Decide which account should own it and disconnect the other.
- "Whatsapp not connected" when sending. The link dropped. Reconnect from the status card.
Keeping your number safe
A QR-linked number is an ordinary consumer number as far as WhatsApp is concerned. Sending many unsolicited messages, or getting reported as spam, can get it restricted or banned. The Broadcasts page explains the pacing controls and the opt-out button. As a rule: message people who expect to hear from you, keep delays between messages, and honour every #STOP#.