WhatsApp

Turn WhatsApp conversations into trackable, resolvable support issues.

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Trusted by 1,500+ B2B customers globally

Why teams use it

Capture every conversation automatically

Unlike other integrations, Pylon turns both 1:1 and group WhatsApp chats into issues automatically. Group chat support is unique to Pylon, so no conversation slips through.

Keep WhatsApp and Pylon perfectly in sync

Messages, files, and reactions sync bidirectionally between WhatsApp and Pylon, so your team can reply from Pylon and customers see it natively in WhatsApp.

Manage WhatsApp issues like any other

Once a conversation lands in Pylon, every feature is available to manage it — assignments, SLAs, macros, and routing all work out of the box.

How to install

Open the Apps Directory from your Pylon dashboard, select the WhatsApp integration, and click Connect. You don't need your own business number to start. Then choose how to connect.

Option 1

Use Pylon's WhatsApp business account

Best if you want to manage group chats but your own number doesn't have Groups API access.

On the WhatsApp integration page, click "Add Group chat" in the "Connected group chats" section.
Enter the invite link for your WhatsApp group chat.
The Pylon account joins your group via the link. Messages display as "Pylon" — white-labeling isn't available on this option.

Option 2

Use your own WhatsApp business account

Click "Add a number" in the "Connected numbers" section.
Follow the modal to sign in to your Meta account.
Select the Meta business portfolio and WhatsApp account you'd like to sync.
Choose or verify a phone number — if it's new, enter the code sent via SMS.
Enter your WhatsApp number's two-step verification PIN.

Note: 1:1 DMs require a verified business number, and group chats require Official Business Account (OBA) status with Groups API access. OBA is invite-only and granted by Meta directly.

Frequently asked questions

Do I need my own WhatsApp Business number to get started?

No. You can use Pylon's WhatsApp business account to manage group chats without providing your own number.

What's the difference between using Pylon's number vs. my own WhatsApp Business account?

Pylon's number supports group chats but shows "Pylon" as the sender. Your own number supports 1:1 DMs and shows your brand, but requires a verified business number.

Do both 1:1 chats and group chats create issues in Pylon automatically?

Yes. Conversations from both 1:1 and WhatsApp groupchats automatically create issues in Pylon with full bidirectional syncing of messages, files, and reactions.

Can I apply SLAs, macros, and routing rules to WhatsApp issues?

Yes. All Pylon features (SLAs, macros, triggers, assignments) apply to WhatsApp issues the same as any other channel.

What is OBA status, and do I need it?

OBA (Official Business Account) is Meta's designation required for group chats via your own number. It's invite-only and not needed for 1:1 DMs.

Other integrations

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