Connect WhatsApp to receive and answer your clients' WhatsApp messages in Softalon. The AI assistant replies to new messages, and your team can reply from the inbox.
Before you start
- Your salon is on the Accelerate or Ultimate plan.
- You're a Super Administrator or the Owner.
- You have a Facebook account with access to the Meta business that owns, or will own, your WhatsApp Business account.
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Step 1 of 6
Open Integrations
Go to Settings › Integrations. Use Filter by category and pick Conversations, or search for WhatsApp.
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Step 2 of 6
Click Connect
On the WhatsApp card, click Connect. You're taken to Facebook.
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Step 3 of 6
Sign in and link your WhatsApp Business account
Sign in to Facebook and follow Meta's steps to choose your business and your WhatsApp Business account and phone number. Allow Softalon to manage and send messages for that account.
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Step 4 of 6
Return to Softalon
When you finish, Meta sends you back to Softalon.
You will see:The WhatsApp card shows Disconnect instead of Connect.
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Step 5 of 6
Choose the default number (if you have several)
On the WhatsApp card, click Settings. Under Default Phone Number, pick the number to use when Softalon starts a conversation, then click Save.
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Step 6 of 6
Send a test message
Message your WhatsApp Business number from another phone, then open Conversations.
You will see:The message appears in the inbox and the assistant replies, if it's turned on.
How replies work on WhatsApp
- The assistant sends each reply as one message on WhatsApp. It doesn't split replies into several bubbles.
- When the assistant picks up a message, it's marked as read, and the client sees a typing indicator while the reply is written.
- Voice messages are transcribed so the assistant can understand them.
Reaching clients who haven't written recently
After 24 hours without a new message, the inbox hides the message box. To reach a client after that, send a pre-approved WhatsApp template, for example with the Send WhatsApp Message step in an automation. See I can't reply to a conversation.
Templates are created and approved in Meta's WhatsApp Manager. Once Meta approves a template, you can pick it in Softalon. When a client replies to a template message, the reply lands in your inbox and the assistant picks it up.
If something is off
Connect shows an upgrade message
Messaging channels need a plan that includes the AI assistant. See A feature says Upgrade required.
One or more connections are unhealthy
Softalon can no longer reach your WhatsApp account, for example after the access was removed in Meta. Click Disconnect and connect again.
Messages arrive but the assistant doesn't reply
Check that Enable Assistant is on in Settings › Conversations, that the assistant isn't disabled in that conversation, and that you have credits.
Common questions
A salon has one WhatsApp connection. If it includes several numbers, pick the default one in the WhatsApp settings.