Setup and buying help
WhatsApp Business app coexistence and human replies
Coexistence lets you keep using an eligible WhatsApp Business number on your phone while connecting it to Botployment. Meta decides which accounts qualify; this option is not available to every account.
Eligibility and linking
You need an existing WhatsApp Business app number and permission to connect it through Meta. In Channels → Add, choose WhatsApp, select Meta’s Business app connection option and follow the phone-linking steps. Select the exact number you want to use. Keep it registered in the phone app. Botployment checks that linking has completed; selecting the option alone does not finish setup. This connection does not require the standard six-digit registration PIN.
Check the connection before serving customers
Test an incoming customer message and a reply sent from your phone. Both should appear in Botployment Chat, and your phone reply should pause the assistant. If this does not happen, ask your administrator to check the Meta connection, then refresh it and repeat the test. Existing phone chats and contacts are not imported.
Does replying from the phone pause AI?
Yes, once Meta notifies Botployment of your reply. The assistant then pauses for the human-handling duration set on the channel. Your reply appears as a staff message in Chat; it may not identify the individual employee. Text and captions are shown, while some attachments are shown only by their type. A notice to the customer may not be delivered if WhatsApp’s messaging rules prevent it, but the pause still applies.
What if the assistant is already preparing a reply?
If Botployment receives your phone reply before sending the assistant’s answer, it stops that pending answer. This also applies if you end human handling before the answer finishes being prepared. The stopped answer is not shown in normal chat history, but AI usage already incurred still counts. An answer already sent to WhatsApp cannot be withdrawn. Meta notifications can arrive late, so replying from the phone is not an instant cancel button.
How does AI resume?
The assistant can answer later customer messages after the human-handling period expires or a teammate with the required Chat access ends it. Another phone reply can extend the pause. An old phone reply received after its pause period has expired does not start a new pause. The channel must still be enabled and the customer must be allowed to receive AI replies. Ending the pause does not resend an answer that was stopped.
Phone replies and taking over in Chat
Taking over in Botployment Chat starts human handling directly. A phone reply starts it only after Meta notifies Botployment, which can take time. Test each method separately. The pause stops automatic AI answers; it does not prevent teammates from replying or customers from completing confirmation steps.
Avoid duplicate automatic messages
Review the greeting and away messages in the WhatsApp Business app. If Botployment sends equivalent messages, disable the matching phone-app messages so customers do not receive both. Automatic phone messages may also be reported as replies and affect the pause. Test your chosen setup before using it with customers.