WhatsApp

Turn WhatsApp conversations into trackable, resolvable support issues.

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Trusted by 1,500+ B2B customers globally

Why teams use it

Support direct messages and group chats

Turn both one-to-one conversations and WhatsApp groups into structured issues. Keep customer communication in WhatsApp while your team manages support from Pylon.

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 every issue from one workspace

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

Does Pylon support both WhatsApp direct messages and group chats?

Yes. Pylon can turn both direct messages and group conversations into structured support issues. Your team can manage them alongside issues from every other support channel.

Can we connect our existing WhatsApp Business number?

Yes. You can connect your own WhatsApp Business account and number, or use Pylon’s WhatsApp Business account. The right setup depends on whether you need direct messages, group chats, or both.

Do messages, files, and reactions sync between WhatsApp and Pylon?

Yes. Messages, attachments, and reactions sync in both directions. Your team can reply from Pylon while customers continue the conversation in WhatsApp.

How are WhatsApp conversations assigned, routed, and tracked in Pylon?

WhatsApp conversations work like any other Pylon issue. Apply routing rules, assign owners, track SLAs, use macros, add internal notes, and connect the issue to the correct contact and account.

Can Pylon’s AI agents work on WhatsApp issues?

Yes. Background Agents can investigate issues automatically, Assist Agent can help your team respond and take action, and Support Agent can answer supported customer questions within the knowledge and policies you configure.

What is required to set up the WhatsApp integration?

Install the WhatsApp integration from Pylon’s Apps Directory, then choose whether to connect Pylon’s WhatsApp Business account or your own. Using your own number may require Meta Business verification and the appropriate WhatsApp Business and Groups API access.

Other integrations

Pylon connects with the tools your team lives in — Slack, email, CRMs, ticketing systems,and more. Meet your customers where they are and streamline every support workflow.