> For the complete documentation index, see [llms.txt](https://docs.limecall.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.limecall.com/ai-receptionist/whatsapp.md).

# WhatsApp

Answer WhatsApp messages with the same assistant.

Open **AI Receptionist → WhatsApp**.

## What it does

Your assistant answers WhatsApp messages using the same knowledge, scenarios and qualifying rules as it uses on calls and SMS.

## Setting it up

You need a WhatsApp sender number connected to your account. Set it under **WhatsApp sender number** in this pane.

WhatsApp Business numbers are provisioned through an approval process run by Meta, not by LimeCall. Expect it to take longer than buying an ordinary number, and to require business verification documents.

## How WhatsApp differs

**The 24-hour window.** WhatsApp lets you reply freely for 24 hours after a customer's last message. Outside that window, only pre-approved template messages can be sent. This is Meta's rule and applies to every business on the platform.

In practice this means the assistant can hold a normal conversation while the customer is engaged, but cannot start a fresh conversation days later without a template.

**Rich formatting.** WhatsApp supports more than plain text, and people expect faster replies than on email.

**Identity is stronger.** WhatsApp carries a verified profile name, so callers know it is you — and expect a higher standard of response than an unknown SMS number.

## What it can do

The same as the other channels: answer questions, collect information, qualify, book, and hand over to a human.

## Handing over

As with text, handover assigns the conversation to a person rather than transferring a live call. It lands in their Inbox and they continue the same thread.

## Where conversations appear

In the **Inbox**, alongside calls and SMS from the same contact. A customer who WhatsApps you and later rings appears as one person with one history.

## If WhatsApp is not the right channel for you

WhatsApp dominates in much of Europe, Latin America, India and the Middle East, and is marginal in the US. If your customers are not on it, enabling it adds a queue nobody uses. Check your actual customer base rather than enabling it because it is available.