The workspace WhatsApp channel

See the business number and first-contact template workflows use to message people on WhatsApp.

Updated 2026-07-23

Separately from your own linked number, your workspace has one shared WhatsApp Channel — the business number workflows message people from.

Screenshot coming soon

The WhatsApp Channel section in App Settings, showing the business number and first-contact template

Check the channel

Go to Settings → App Settings and find WhatsApp Channel. It shows:

Business number — the number workflow messages are sent from, marked Active once configured.
First-contact template — the pre-approved message used when someone hasn't messaged that number in the last 24 hours, along with its language.

NoteWhatsApp only allows free-form replies within 24 hours of the last message from that person. Outside that window, a pre-approved template has to open the conversation — that's what the first-contact template is for.

If WhatsApp isn't configured for your workspace yet, or the first-contact template shows Not configured, contact support to set it up — this is workspace-level configuration, not something any one person turns on.

Common questions

Is this the same as linking my own WhatsApp?

No. Linking your own WhatsApp is personal, for Human review steps that need you specifically. The workspace channel is the shared number workflows use more broadly.

Can I change the first-contact template myself?

Not from within the app today — contact support if you need it updated.

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