Request a new WhatsApp number from iAgentify

If you have no WhatsApp Business number, or you want a separate one for your agent, ask iAgentify for it from Channels › Connect WhatsApp › I want a new number. It is not active straight away: the request becomes a support ticket, the team prepares the number and it takes a few days. Each message sent through that number costs credits.

Before you start

• You need the Admin or Owner role, a plan that includes WhatsApp and an agent that has no number yet: see what applies to all three ways.
• Decide the country of the number and the business name as it should appear on WhatsApp.
• Read what it costs to use first: it is the only way of connecting WhatsApp with a cost per message in iAgentify.

Send the request

1. Go to Channels and, under WhatsApp, press Connect WhatsApp. If you already have a number connected, the button is called Connect another number.

2. Under Agent, choose the agent that will use the number.

3. Under How do you want to connect it, press I want a new number.

4. Under Country of the number, choose the country. The number will have that country’s dialling code.

5. Under Business name on WhatsApp, type the name as you want your customers to see it, between 2 and 120 characters. WhatsApp reviews it: use the real name of your business.

6. Under Notes for the team, which is optional, add anything we should know: for example, that you prefer the code of a particular area or need it by a date.

7. Press Request number. You see “Request sent. Follow it in ticket” with your ticket’s number.

What happens next

• Your request reaches the iAgentify team as a support ticket, where you can follow it and write to us.
• The team gets the number and registers it on WhatsApp under your business name. WhatsApp has to approve that name, so it takes a few days.
• When it is ready, iAgentify connects it to your agent and lets you know in the ticket. You do not have to connect anything.

Where to follow the request

Under Channels, inside WhatsApp, the section Numbers requested from iAgentify appears, with the agent, the business name, the country, the date and the status of each request:

• Being prepared: the team is preparing the number. There is nothing for you to do.
• We have replied: the team has written to you in the ticket and is waiting for your answer to carry on.

The View ticket button, which carries your ticket’s number, opens it under Support. While the request is open, the option I want a new number carries the mark Requested for that agent and shows the status instead of the form: each agent takes one request at a time.

Once the number is connected, it appears under Channels like any other, with the label iAgentify number.

What it costs to use

• Each message sent through that number costs credits, whether the agent or someone on your team writes it. This is on top of the normal credits of each agent reply.
• How many credits: usually 2 per message, but the value can change. The app shows your account’s value under What it costs to use, in the request window, and on the number’s card under Channels.
• A long reply counts several times. A reply longer than 1,600 characters goes out as several messages and each one counts.
• Fixed notices count too, for example the one the agent sends when a customer sends a photo or a voice note.
• Messages you receive are not charged.
• The charge is made when the message leaves. If WhatsApp rejects it afterwards, for example because of the 24-hour rule, it may have been charged all the same.

So an agent reply costs its normal credits plus those of the message, and a reply written by a person from Conversations costs only those of the message. Every charge is recorded under Usage › Credit ledger. How to get more credits is explained in plans and credits.

If your account has no cost per message, the app says so in that same place: “Sending messages through that number has no extra cost: only the normal credits of each agent reply are used.”

The number belongs to iAgentify

The number does not become yours: if you disconnect it, it goes back to iAgentify, and to use it again you will have to ask the team.

1. To disconnect it, press Disconnect on the number’s card, under Channels.

2. Read the notice and confirm. The agent stops receiving and answering messages on that number.

Conversations already stored are kept.

If the number’s card shows Error, you do not need to connect it again: the number is managed by iAgentify. If it stays like that, press Write to support.

If you cannot send the request

• “iAgentify does not offer new numbers yet.” or “iAgentify does not offer new numbers right now. Nothing was sent.”: the service is not on yet. See the notice at the top.
• “This agent already has a WhatsApp number. Disconnect it before connecting another.”: choose another agent or disconnect its current number.
• “Your plan does not include WhatsApp.”: press View plans.
• “You have sent several requests in a row. Wait a while before trying again.”: wait and repeat.

Once the number is working, if a message goes unanswered, see a WhatsApp message was not answered.