WhatsApp messages, voice notes and calls

WhatsApp is a native organisation channel. You need an owner or administrator account and your own Meta developer app, WhatsApp Business account, registered number and required permissions.

Connect and verify

1. In Integrations, configure WhatsApp Business with your access token, app secret, app ID, Business Account ID, verification token and supported Graph API version.
2. Use numeric Meta resource IDs where requested, rather than the displayed telephone number. Run Test saved configuration to check the app/token and owned numbers.
3. Open Build → WhatsApp. Create or choose an assistant with a configured model. Save it, then select Publish for chat on the WhatsApp page.
4. Add the numeric phone number ID as a channel. Assign the published chat assistant and, optionally, a separately published live-call assistant.
5. Choose text replies, voice replies or replies matching the input. Save and Verify connection to bind the owned number and credentials.
6. In Meta, configure the callback URL displayed by Sigsen and your saved verification token. Subscribe to messages and, for calling, calls. The callback must be public HTTPS.
7. Enable the channel and send a customer message to test it.

The chat preview tests answers without sending customer messages or executing external actions. It does not replace an actual channel test.

Speech requirements

Text replies need a model. Voice-note input needs transcription; voice-note replies need synthesis. Live calls need a published voice configuration with the full provider stack and available call capacity.

Incoming calling also depends on Meta eligibility, call-hours configuration and reachable audio networking. If messages work but calls fail, collect the call time and failure details for support. Outgoing WhatsApp calls are currently unavailable. Telephone DTMF, PSTN transfer and voicemail settings do not apply to WhatsApp calls.

Inbox and human takeover

Use Inbox to review incoming messages, replies, delivery states and failures. Take over pauses automated replies while you respond manually; resume the assistant when ready.

Free-form replies require a customer message within the preceding 24 hours. This workflow does not initiate template campaigns or out-of-window messages. Explicitly failed replies can be retried only when an external action cannot already have executed.

Configure inbox retention separately from persistent memory. Public knowledge approvals, action permissions and model credit usage apply to messages and voice notes; paid live calls also consume runtime USD.