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The support PIN for WhatsApp

What the 6-digit PIN the iAgentify assistant asks for on WhatsApp is, how to set it together with your number, and what the assistant can do once it is verified.

In the app:
Settings › Security
Open the app
Reviewed on
5 min read
In this article

The support PIN is a 6-digit code that the iAgentify assistant asks you for on WhatsApp before showing or changing anything in your account. You set it under Settings › Security, where you also link the WhatsApp number you will write from.

What it is for

Your WhatsApp number tells the assistant who you are, but a phone can be lost or lent to someone else. That is why opening your account also takes the PIN: as the screen itself puts it, “Without the PIN, having your phone is not enough to get in.”

  • With the number alone. The assistant recognises you and answers general questions, but shows nothing from your account.
  • With the number and the PIN. It can look things up in your account and prepare changes for a while.

The PIN and the number are personal. Each person on the team sets their own, whatever their role, and what the assistant lets them do depends on that role: creating or changing anything takes Member or above. If you belong to several accounts, on WhatsApp the assistant works with the first one you joined.

Set the PIN

  1. Go to Settings and open the Security tab. You can also go straight to Settings › Security (opens the app).

  2. Find the Support PIN section. If you do not have one yet, it says “No PIN”.

  3. Under 6-digit PIN, type six numbers. Avoid dates and sequences such as 123456.

  4. Under Your password, type the password you sign in to iAgentify with. The app asks for it to confirm it is you.

  5. Press Save PIN. You get “Support PIN saved” and the section now says “PIN set”.

  1. On the same tab, find the WhatsApp phone section.

  2. Under WhatsApp number, type your number in international format, with the country prefix: for example, +34 600 111 222.

  3. Press Link number. You get “WhatsApp phone saved” and the number is shown under Linked number.

Each number can only be linked to one person. If you see “This number is already linked to another iAgentify account.”, use another number or ask whoever has it to remove it.

You need both. If you only have one, the screen reminds you: “Link your WhatsApp phone as well, so the assistant knows it is you.” or “You have no support PIN yet: without it, the assistant cannot open your account on WhatsApp.”

How the PIN is used on WhatsApp

  1. Write to the iAgentify assistant from your linked number.

  2. When you ask for something from your account, the assistant asks for the PIN.

  3. Send the six digits on their own, in a message with no other text.

  4. If it is correct, the assistant can now work with your account.

Bear in mind:

  • Verification lasts 15 minutes. After that, the assistant asks for the PIN again.
  • On the fifth wrong PIN, it locks for 30 minutes. While the lock lasts, even the right PIN is refused.
  • Send it on its own. A message that contains only the PIN is checked directly and, in the stored conversation, is replaced by dots.
  • It is recorded. Admins and owners see the entries “PIN verified on WhatsApp” and “Wrong PIN on WhatsApp” in the account’s activity log. If you see attempts you do not recognise, remove the linked number and change the PIN.

What the assistant can and cannot do on WhatsApp

With the PIN verified, the assistant is set up to:

  • Look things up. Your plan and credits, usage over the last 30 days, your agents and their configuration, the status of your channels and the questions an agent could not answer.
  • Prepare things. Create an agent, which is left as a draft; add a text or a web page to an agent’s knowledge; and open a support ticket.
  • Change an existing agent, only with your confirmation. Its name, its tone, its instructions, its languages, or activating and pausing it. The assistant describes the change and applies it only when you answer with a clear yes. If you do not answer, the proposal expires after 10 minutes.

Talking to the assistant does not use credits.

What it cannot do, even with the PIN: it has no way of touching billing, payments or the subscription; the team; API keys; channel connections; security settings; or of deleting anything. For all of that, go to the app.

Good practice

  • Do not share it. It is personal: if a colleague needs to use the assistant, they should set their own PIN with their own number.
  • Do not use an obvious number. Nor one you already use elsewhere, such as your phone’s PIN or your card’s.
  • Change it if anyone else has seen it. Even if only in passing.
  • Remove the linked number if you lose your phone or change number. Do it as soon as you can.

Change the PIN or remove the phone

Everything is done under Settings › Security, and only you can do it, from your own session.

  • Changing the PIN. Under New 6-digit PIN, type the new one; under Your password, your password; and press Change PIN. The old PIN is not needed, so this is also what to do if you have forgotten it.
  • Changing the number. Under New WhatsApp number, type the new one and press Change number.
  • Removing the number. Press Remove number and confirm. The assistant will no longer recognise you when you write from that number.

There is no option to remove the PIN, only to change it. Without a linked number, the PIN is not used.

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