WhatsApp

What it is

Connect a WhatsApp Business number to any one of your bots, and MonCha answers customers there with the exact same knowledge base, persona, and instructions as your website chat. It's the same bot — just another door in.

Connecting a number

1. Pick the bot you want to answer WhatsApp in — switch bots from the sidebar first if you run more than one.
2. Open Dashboard → Integrations and click Connect WhatsApp for that bot.
3. Follow the WhatsApp Business setup in the window that opens.
4. You're back on Integrations with the number showing as Connected.

Each bot connects its own number — a business running separate bots for, say, Sales and Support connects a different WhatsApp number to each, and messages to one number never see the other bot's knowledge base.

Controls per number

• AI auto-reply — turn off to keep the number as a staff-only inbox without the bot jumping in.
• Show on website widget — when on, visitors see a WhatsApp button on your widget's home screen that opens a chat with that number.

Disconnect a number any time from Integrations; the widget button disappears immediately and the bot stops answering that number.

Quota

WhatsApp messages count toward the same monthly message quota as your website widget — see Plans & quotas. There is no separate WhatsApp add-on; if a bot is live for website visitors, WhatsApp is included once you connect it.

Leads & conversations

A WhatsApp conversation is scored for leads the same way as a website chat — see Leads — using the sender's WhatsApp number as their contact. Conversation history for that thread continues across messages, same as a returning website visitor.

The 24-hour window

WhatsApp Business rules mean MonCha can reply freely while a customer is actively messaging. If more than 24 hours pass since their last message, they need to write in again before the bot can reply — this is a WhatsApp platform rule, not a MonCha limit.