Connect a WhatsApp number so customers can talk to your agents — and conversations land in your projects
WhatsApp is a customer channel: connect a number and messages sent to it flow into CloudStation, where an agent replies on its own and every conversation is saved for you to read or join. It's the most common channel for hired agents.
How it fits together
- A connected number — CloudStation connects to WhatsApp through the Evolution API; you pair a WhatsApp number to your account (guided pairing, like linking WhatsApp Web).
- A WhatsApp project — incoming conversations land in the project you mark as the WhatsApp project: hover a project in the sidebar tree, open its gear menu, and choose Set as WhatsApp Project.
- Sender control — who is allowed in is governed by Messaging Access in Settings: link your own identity, approve unknown senders, and keep a per-project allowlist.
Connecting
Open the Integrations hub (avatar → Integrations) and find the WhatsApp (Evolution API) card, then choose Connect and follow the pairing flow.
Pick the project that should receive WhatsApp conversations: sidebar → hover the project → gear → Set as WhatsApp Project.
Configure Messaging Access so the right senders are allowed, then send your number a test message.
What it looks like
Incoming WhatsApp messages appear in the project's threads labeled with their source and the sender's WhatsApp name — see messages from other channels. The agent handling the channel replies automatically; the full history shows on the Hired page, where you can open any conversation and step in yourself.
The connected number acts on your behalf. Keep the Messaging Access allowlist current, and use a dedicated business number rather than your personal one.
Related pages
- Hired agents — the dashboard for customer conversations
- Integrations hub
- Chat Widget — the website equivalent of this channel