WhatsApp integration #

HeySora connects to WhatsApp only through the official Meta WhatsApp Cloud API. The channel is for customer support: customers write first, the AI agent answers from your approved knowledge, and operators take over in the workspace when needed. The architecture is described in Messaging channels architecture.

Customer-initiated support #

A conversation starts when a customer writes to your WhatsApp business number. Each customer becomes a conversation in the project the number is connected to. One number is connected to exactly one project.

Supported messages #

Text, images, documents, audio and location. Other message types are not processed as content, and the customer is invited to describe the request in text.

Delivery and read receipts #

WhatsApp provides receipts, so a reply can move through sent, delivered and read, or end as failed. The statuses are shown in the conversation.

The 24-hour window and templates #

WhatsApp allows free-form replies only within 24 hours after the customer's last message (the customer service window). Outside it, only an approved message template can be sent.

• If a reply is attempted outside the window and no approved template applies, it is blocked with a visible reason instead of failing silently.
• Templates are submitted for approval to Meta and are meant for support and service notifications only. HeySora does not provide marketing campaigns.

Privacy of identity #

Customers are identified by their WhatsApp identity, and phone numbers are masked in the workspace for roles that do not need to see them. Customers are not merged across channels automatically by name or phone number.

Handoff #

When the agent is unsure, or the customer asks for a person, the conversation is handed to a human operator, who replies from the workspace inbox into the same WhatsApp chat, within the window rules above.

One number, one project #

A WhatsApp number belongs to one project of one organisation, and the binding is enforced on the server.

Setup and troubleshooting #

Registering the number with Meta, credentials, templates, project binding, testing and troubleshooting are described in the Help centre (sign-in required). Technical details and testing tools are in the Developers portal (sign-in required).