Overview
The WhatsApp Web channel connects a WhatsApp number without using Meta's official API: you pair the number by scanning a QR code with the phone app, exactly like you do with WhatsApp Web in the browser. It's the fastest way to start handling WhatsApp, ideal for personal numbers or small operations that don't yet have an official account (Cloud API).
Once paired, every incoming and outgoing message starts appearing in the platform's conversations, with media, delivery/read receipts and real-time replies.
Prerequisites
- An administrator role to create the inbox.
- A phone with WhatsApp installed and the number you want to connect.
- The WhatsApp Web channel depends on a connection service enabled for your account (provisioned by the operator). If you don't see this channel type, talk to whoever runs the operation.
- The phone needs internet to keep the session alive (just like WhatsApp Web in the browser).
Step by step
- In Settings → Inboxes, create a new inbox and choose WhatsApp.
- Select the WhatsApp Web provider (QR pairing).
- Give the inbox a name (e.g. "WhatsApp Sales").
- The platform shows a QR code on the setup screen.
- On the phone, open WhatsApp → Linked devices → Link a device and point the camera at the QR.
- Wait for the pairing confirmation — the real number is detected automatically and the inbox moves to the connected state.
- Assign agents/teams and finish. Send a test message to validate.
Settings & options
- Connection states: the inbox shows the session's current state:
- Waiting to pair: the QR has been generated and is waiting to be scanned.
- Connected: the session is active and the number handles messages normally.
- Disconnected: the session dropped temporarily (e.g. no internet on the phone); it reconnects on its own when possible.
- Logged out: the session was terminated. The inbox reports the cause — logged out from another device (the normal case when Coexistence is activated on that number), primary device was logged out (phone switch or a number ban) or logged out for unknown reason. In all three the fix is the same: pair again by scanning a new QR on the inbox's connection screen — and nothing is lost.
- Re-pair: if the session expires or is disconnected, generate a new QR on the inbox screen and scan again.
- Optional exit routes: managed proxy and your own device appear on the Connection tab only when the matching account feature is enabled. If neither is enabled, the inbox uses the server exit and the screen does not show inactive route controls.
- Real-time activity: the panel shows when the contact is typing or recording audio. In groups, it shows the participant performing the action.
- Media: images, videos, audio, documents and other files can be up to 100 MB on WhatsApp Web. This device-connection limit does not change WhatsApp Cloud limits. Private notes continue to follow the installation's general attachment limit.
- History sync: after pairing or reconnecting, large batches are imported incrementally in the background. Your team can keep handling conversations while history appears.
- Group contacts (Features tab): two independent options control this — Sync contacts (imports the member list; off by default) and Create contacts for group/community senders (on by default). To keep no participant in your contact list, turn both off. Details — plus the per-inbox ignore list — in Ignore list and contact sync.
Use cases
- Start handling WhatsApp in minutes, with no Meta approval process.
- Connect a personal or small-team number that isn't an official account yet.
- Operate while the official account (Cloud API) is still being verified.
Tips, limits & best practices
- Anti-ban: respect WhatsApp's limits. Avoiding mass sends, repeated identical messages and adding many new contacts at once lowers the risk of being blocked. The platform applies a send control (throttle) per number to smooth out spikes.
- Keep the phone connected to the internet; if it stays offline too long, the session drops.
- Advanced interactive features (buttons, lists) may require a specific license from the connection service.
- For high volume and the official green badge, consider migrating to WhatsApp Cloud.
Troubleshooting
- “No WhatsApp Web service is available”: there is no active online connection instance available to create the inbox. This is not caused by the number or proxy choice; ask the platform operator to check the gateways and try again later.
- “The WhatsApp Web service credentials are invalid”: the gateway rejected its operational credential. The platform operator must correct it; the account administrator should not change the number or recreate the inbox to work around the error.
- The QR won't scan: generate a new QR (it expires) and try again with good lighting.
- Dropped to "disconnected": check the phone's internet; the session should come back on its own.
- "Logged out" state: the device was removed on the phone — pair again.
- It went to "logged out" right after activating Coexistence (Cloud) on that number: this is the expected behavior — activating Coexistence unlinks every companion device from WhatsApp Business. Generate a new QR on the inbox's connection screen and pair again. Nothing is lost: the same inbox is reused — phone number, conversations, contacts and history all stay.
- The inbox paired but nothing arrives: the number may be stuck on a pending placeholder because another inbox already holds that number — in the same account (same provider) or in another account. The pairing screen shows the reason. Release or remove the inbox holding the number, then pair again.
- Messages don't arrive: confirm the inbox is connected and the number wasn't blocked by WhatsApp.
- History is still incomplete after reconnecting: allow the background import to finish; busy accounts can arrive in several batches. Do not re-pair during the import.