Connect WhatsApp
Link a phone, let the agent handle it, and step in yourself when it matters.
A channel connects an agent to where your customers already are. WhatsApp is available from the Premium plan up.
Two ways to connect it
| What it is | What you need | |
|---|---|---|
| WhatsApp Business | Meta's official API | A WhatsApp Business account and its credentials |
| WhatsApp Web | Links a phone, just like WhatsApp Web | The phone in hand to scan a code |
The second one is the quick start: scan a QR from the phone and the channel is live.
What you will use it for
As soon as the channel is connected, Lolos asks “What will you use this channel for?”. If you only want to receive and send messages, keep Just connect, which is already selected. For a sales channel, with hand-off to people, there is Sales and orders. See Channel use templates.
The Inbox
Everything that arrives through the channel lands in the Inbox, with the whole thread: what the customer wrote and what the agent answered, in one conversation.
When you want to answer yourself
At any point you can pause the agent from the thread and type by hand. What you send from there reaches the customer over WhatsApp like any other message — there's no second conversation running in parallel.
That's the normal case, not the exception: the agent handles what repeats and hands you what goes off script.
Pause agent sits at the top of the thread. How the agent and the team share the conversation —and when the agent hands it to you— is in How does the order agent work?.