Route a WhatsApp number to a chat widget connected to Slack, and incoming WhatsApp messages arrive in Slack. Agents reply from Slack and the customer gets the answer on WhatsApp. For a product overview, see WhatsApp for Slack.
Prerequisites
- WhatsApp connected to Social Intents (see Setting Up WhatsApp Business).
- A chat widget connected to Slack (see Connect to Slack).
Routing WhatsApp to Slack
Select the Widget
Go to Settings > Channels and expand WhatsApp. Under WhatsApp numbers, choose the widget connected to Slack from the dropdown beside your number, then click Save channel settings.
Check the Slack Channel
Open Chat Widgets > your widget > Settings and confirm Route chats to Slack channel points at the right channel. Add the @livechat bot to any channel you want to see in that list.
Choose a Conversation Layout
In Settings > Channels > Slack settings, pick a Conversation layout (explained below) and click Save channel settings.
Test
Send a WhatsApp message to your business number from another phone. It should appear in Slack within seconds.
Conversation Layouts
| Layout | How it works | Best for |
|---|---|---|
| New channel for each chat | Each conversation gets its own Slack channel, created and named automatically. | Teams that want every conversation isolated. |
| Threaded mode | Each chat stays in a single thread in your inbound channel. | Teams that prefer one channel and fewer new channels. See Slack Threaded Mode. |
| One channel per WhatsApp contact | Each WhatsApp contact gets a permanent channel. Every conversation with them goes there, and you can message them from it at any time. Website chats still get a new channel per chat. | Ongoing customer relationships where history matters. |
Outside WhatsApp's 24-hour window, messages you send to a contact are delivered as your re-engage template. See WhatsApp Templates, Media & Sessions.
What Agents See
Each new conversation shows the customer's phone number, a WhatsApp label and their message. Replies to a broadcast include a one-time line naming the broadcast and what it said. If Show agent name on WhatsApp replies is on, customers see the agent's display name with each reply.
Escalation Routing
You can send WhatsApp conversations to different Slack channels by topic. Create Escalate Chat to Human actions in AI Actions and point each route at a channel, for example #sales-chats or #support-chats. See Escalation Routing.
AI Agent
If the widget has an AI agent enabled, it answers WhatsApp messages first. When the customer asks for a person or an escalation rule fires, the conversation is handed to Slack with the full history.
Frequently Asked Questions
Can WhatsApp go to a different Slack channel than website chats?
Yes. Create a separate widget routed to a different channel, then choose that widget for the number in Settings > Channels > WhatsApp.
Do agents need WhatsApp installed?
No. Agents answer entirely from Slack. They don't need a WhatsApp account or the app.
How do Slack notifications work for WhatsApp?
WhatsApp conversations notify like website chats, based on each agent's Slack notification preferences. You can also turn on Notify with @here when a new chat starts in Slack settings.