Overview

Velaro's WhatsApp integration connects your WhatsApp Business account directly to the Velaro agent workspace. Customers messaging you on WhatsApp appear alongside web chat, SMS, and email conversations — all in one unified inbox.

Requirements

• A WhatsApp Business Account (via Meta Business Manager)
• A verified business phone number (not a personal WhatsApp number)
• Access to Meta's WhatsApp Business API

Connect WhatsApp

1. Go to Integrations → WhatsApp.
2. Click Connect via Meta and complete the OAuth flow in Meta Business Manager.
3. Select the WhatsApp Business phone number to connect.
4. Configure the webhook URL in Meta's dashboard (shown in Velaro's settings).
5. Click Test Connection — send a test message to verify.

AI Bot on WhatsApp

Your Velaro AI bot works on WhatsApp just like web chat. The bot handles inbound messages, executes skills (order lookups, appointment booking), and escalates to a live agent when needed. WhatsApp's 24-hour session window is managed automatically — Velaro will use approved template messages to re-open conversations when needed.

Message Templates

For outbound proactive messages (outside the 24-hour window), you must use Meta-approved templates. Manage templates under Channels → WhatsApp → Templates. Template status updates sync automatically from Meta.

Conversation Routing

WhatsApp conversations are routed using the same rules as other channels. You can create WhatsApp-specific routing rules under Administration → Routing Rules — for example, routing WhatsApp conversations from a specific number to a dedicated team.