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WhatsApp Web Channel

Overview​

The WhatsApp Web channel connects a WhatsApp account to Aurora Inbox by scanning a QR code, similar to linking WhatsApp Web on a browser. This allows your team to send and receive WhatsApp messages through Aurora without needing Meta's Cloud API. Multiple WhatsApp Web accounts can be connected simultaneously.

How to Access​

  • Navigate to Settings > Company > Channels tab
  • Select WhatsApp Web from the channel navigation
  • Requires the Channels Admin role and an active subscription

Interface Overview​

The WhatsApp Web section displays:

  • An Add button to create a new WhatsApp Web connection
  • An Active filter toggle to show/hide disabled accounts
  • Cards for each connected account showing status-dependent information

Account cards display differently based on status:

  • Connecting (QR): QR code and step-by-step linking instructions
  • Connected: Phone number, business name, cellphone user, funnel assignment, owner, restricted access users, Setup and Disconnect buttons
  • Disconnected: Phone number, business name, Connect, Disable, and Delete buttons

Features & Actions​

Add a New WhatsApp Web Account​

What it does: Creates a new WhatsApp Web session that generates a QR code for linking.

Steps:

  1. Click the Add button
  2. A new account card appears with a QR code
  3. Follow the on-screen instructions to scan the code

What it does: Connects a WhatsApp phone to Aurora by scanning a QR code from the WhatsApp mobile app.

Steps:

  1. Open WhatsApp on your phone
  2. Go to Linked Devices (Settings > Linked Devices on iOS, or the three-dot menu on Android)
  3. Tap Link a Device
  4. Scan the QR code displayed in Aurora
  5. Once scanned, the account status changes to "Connected"

Important notes:

  • The QR code refreshes automatically via real-time updates
  • Your phone must remain connected to the internet for the linked session to work
  • You can cancel the QR linking process by clicking Cancel

Set Up Account (Setup Wizard)​

What it does: Configures the account's phone number, display name, assigned user, funnel, owner, and access restrictions through a multi-step wizard.

Steps:

  1. Click Setup on a connected account card (or Connect on a disconnected one)
  2. Complete the wizard steps:
    • Step 1 - Phone Number: Enter the phone number for this account (with international format selector)
    • Step 2 - Name: Enter a display name for this WhatsApp account
    • Step 3 - Cellphone User: Select which team member's phone is linked to this account
    • Step 4 - Assign New Contacts: Choose a funnel (team inbox) and optionally an owner for new incoming conversations
    • Step 5 - Restricted Access: Optionally select specific users who are allowed to see conversations from this channel
  3. Use Next and Back to navigate between steps
  4. On the final step, click Save (for connected accounts) or Connect (for disconnected accounts)

Important notes:

  • Phone number validation is performed automatically; invalid numbers cannot proceed
  • If the phone number matches another active account, a duplicate warning is displayed
  • The funnel selection is required
  • Restricted access is optional; if no users are selected, all team members can see conversations
  • Preferred countries in the phone number selector: Mexico, Colombia, Argentina, Chile

Disconnect a WhatsApp Web Account​

What it does: Disconnects the linked WhatsApp session, stopping message delivery.

Steps:

  1. Click the Disconnect button on a connected account card
  2. The session is terminated and the account status changes to "Disconnected"

Important notes:

  • The phone's WhatsApp app will show the linked device as disconnected
  • Existing conversations are preserved in Aurora
  • The account can be reconnected by scanning a new QR code

Disable a WhatsApp Web Account​

What it does: Marks a disconnected account as disabled, hiding it from the active view.

Steps:

  1. On a disconnected account, click the Disable button
  2. The account is hidden when the "Active" filter is on

Important notes:

  • Disabled accounts can still be viewed by turning off the "Active" filter
  • This is useful for archiving old connections without deleting data

Delete a WhatsApp Web Account (Global Admin Only)​

What it does: Permanently deletes a disabled WhatsApp Web account and all its associated data.

Steps:

  1. On a disabled account, the Delete button appears (only for Global Admin users)
  2. Click Delete
  3. A warning dialog appears listing the consequences:
    • All conversations will be deleted
    • All contacts associated only with this channel will be deleted
    • All scheduled messages will be deleted
    • All media files will be deleted
    • This action cannot be undone
  4. Click Delete to confirm, or Cancel to abort

Important notes:

  • This action is irreversible and only available to Global Admin users
  • All associated data (conversations, contacts, media) is permanently removed
  • The account shows a "Deleting" status during the deletion process

Fields Reference​

FieldDescriptionRequiredNotes
Phone NumberWhatsApp phone numberYesInternational format with country code
NameDisplay name for the accountYesShown in channel lists
Cellphone UserTeam member whose phone is linkedYesDropdown of all team users
FunnelTeam inbox for new conversationsYesDropdown of available team inboxes
OwnerDefault user for new conversationsNoFiltered by selected funnel
Restricted AccessUsers allowed to view this channelNoMulti-select; empty means all users

FAQ​

Q: How many WhatsApp Web accounts can I connect? A: You can connect multiple accounts depending on your subscription plan's channel limit.

Q: My WhatsApp Web session keeps disconnecting. What should I do? A: Ensure your phone stays connected to the internet. WhatsApp Web sessions depend on the phone's active connection. Also check that no one has unlinked the device from the phone's WhatsApp settings.

Q: What is the difference between Disconnect and Disable? A: Disconnect terminates the active session but keeps the account visible. Disable hides a disconnected account from the active view. Delete permanently removes all data (admin only).

Q: Can I restrict which agents can see messages from a specific WhatsApp number? A: Yes. Use the Restricted Access option in the setup wizard to select specific users who can access conversations from that channel.