Guide · Website and messaging
Connect WhatsApp to your agent
Let the agent reply on WhatsApp, and send Meta-approved message templates.
AvailabilityAll plans. Messages are paid for with message credits.
Create the WhatsApp sender
- Open "Channels" → "WhatsApp", then create a sender.
- Choose a number bought in your account (verified automatically) or your own mobile (code sent by text or call). The number must not already be in use on WhatsApp.
- Enter the name customers will see, then follow the Meta window ("Login with Facebook") and create a new WhatsApp Business account.
Tip
While a purchased number is being verified, its inbound calls are intercepted for a few minutes, so don’t do this on a number that is already live.
Connect the agent
- Once the sender is "Online", edit it and choose the agent.
- Switch on "AI Enabled" and save: the agent now replies to messages, transcribes voice notes and can understand images.
WhatsApp’s rules
- When a customer messages you, you can reply freely for 24 hours.
- To message first, or follow up after 24 hours, you need a Meta-approved message template ("Template"): utility, marketing or authentication.
- A new sender is limited to around 250 conversations a day; the limit goes up if your messages are well received (few blocks and reports).
Need help? In your account, the help assistant (bubble at the bottom right) answers in your language. You can also email contact@permanenceia.com.
Related guides
- Run a call (or message) campaignHave your agent call a list of contacts, with calling hours, retries and goals.
- Find your calls and conversationsListen to recordings, read transcripts and follow written conversations.
- Getting started with automationsAutomatically send call results to your CRM, Google Sheets, Slack or by email.