Before you start
Connecting WhatsApp takes a few minutes. AstraChat links to your number the same way WhatsApp Web does: you scan a QR code with your phone, and from then on that number's messages arrive in AstraChat, where your team can reply to them.
You need
- To be an administrator of the AstraChat account. Agents do not see the option to connect numbers.
- The phone with the number you want to connect, with WhatsApp or WhatsApp Business installed and online.
- The number must not be connected to another platform for support or messaging (another CRM, a bot or a WhatsApp API). A number can only work with one system at a time; disconnect it from the other one first.
- A computer with AstraChat open in the browser, to show the QR code on screen.
One number per plan: every plan includes one WhatsApp number. If you need another one, write to us at app@astranexo.com. See Plans and billing.
Connect step by step
In AstraChat
- 1 In the sidebar, open Settings → Inboxes.
- 2 Click Add Inbox and choose WhatsApp.
- 3 Choose the WhatsApp via QR code card. AstraChat's WhatsApp setup page opens (WhatsApp Numbers).
- 4 Click Connect New Number. The QR code appears within a few seconds.
On your phone
- 1 Open WhatsApp (or WhatsApp Business).
- 2 On Android, tap the ⋮ menu; on iPhone, go to Settings.
- 3 Tap Linked devices → Link a device.
- 4 Point the camera at the QR code on the screen.
When the phone finishes linking, the page shows Connected! with the number. From there, Go to AstraChat takes you back.
Tip: the QR code refreshes on its own every few seconds while it waits. If your phone says the code is not valid, wait for it to change and scan it again.
Bookmark the page: add the WhatsApp Numbers page to your browser bookmarks. From there you can check the number's state and reconnect it later. You can also open it again at any time with the same steps (Settings → Inboxes → Add Inbox → WhatsApp → WhatsApp via QR code).
What the states mean
The WhatsApp Numbers page lists each connected number with its state:
| State | What it means | What to do |
|---|---|---|
| Connected | The number works: messages arrive in AstraChat and replies go out. | Nothing. |
| Waiting for scan | AstraChat is ready, but the QR code still has to be scanned with the phone. | Click Reconnect and scan the code. |
| Starting... | The connection is being prepared. This usually takes a few seconds. | Wait and reload the page. |
| Disconnected | The number is not linked. New messages do not arrive. | Click Reconnect and scan the code. |
| Failed | The connection was lost, for example because the device was removed from the phone or WhatsApp ended the session. | Click Reconnect and scan the code. If it stays the same, write to us. |
Disconnect: the Disconnect button logs AstraChat out of WhatsApp. Your conversation history is kept, but no messages arrive until you scan the code again.
After connecting
AstraChat automatically creates an inbox for the number, called WhatsApp 1. Before you start answering customers, do these three things:
1. Give it a clear name
In Settings → Inboxes, open the WhatsApp 1 inbox and, on the Settings tab, change the Inbox Name, for example "Example Store WhatsApp".
2. Add the agents
On the inbox's Collaborators tab, add the people who will answer this number under Agents. Only they will see these conversations. On the same tab you can turn auto assignment of new conversations on or off.
3. Send a test
From another phone, send a message to the connected number, for example "Hi, this is a test". Within a few seconds it should show up as a new conversation in AstraChat. Reply from AstraChat and check that the reply reaches the other phone.
Tip: contacts can appear with their phone number as their name until WhatsApp shares their name. You can edit the contact's name whenever you need to.
Keeping it connected
The connection depends on the phone. To keep it from dropping:
- Keep the phone on and online every now and then. It does not need to stay open, but if the phone is offline for many days (around 14), WhatsApp logs out its linked devices.
- Do not remove the linked device from the phone's Linked devices list. If you remove it, AstraChat stops receiving messages right away.
- Do not uninstall WhatsApp or change the WhatsApp account's phone number without telling us.
- Keep in mind that WhatsApp may ask you to link devices again from time to time, for example after an update or a phone change. That is normal: just reconnect.
When it disconnects
Signs of a disconnection
- WhatsApp messages stop arriving in AstraChat even though customers are writing to you.
- Messages you send from AstraChat do not reach the customer.
- On the phone, AstraChat no longer appears under Linked devices.
- The WhatsApp Numbers page shows Disconnected, Waiting for scan or Failed.
AstraChat monitors connected numbers: when one disconnects, our team gets an alert and lets you know by email. Do not wait for the notice if you see any of these signs.
How to reconnect
- 1 Open the WhatsApp Numbers page from your bookmarks, or from Settings → Inboxes → Add Inbox → WhatsApp → WhatsApp via QR code.
- 2 Next to the number, click Reconnect.
- 3 On the phone, go to Linked devices → Link a device and scan the code.
- 4 Wait for Connected! and send a test message.
Important: to reconnect, use Reconnect on the existing number, not Connect New Number. That way conversations stay in the same inbox.
Messages received while disconnected: are not imported automatically when you reconnect. They are still on the phone. If you need them in AstraChat, write to us at app@astranexo.com with the number and since when it was disconnected.
If the page says "Invalid Setup Link": the saved link no longer works. Open the page again from Settings → Inboxes as described above and bookmark the new link.
Replying from the phone
The number keeps working on the phone. If someone replies to a customer from WhatsApp on the phone, that reply is also recorded in AstraChat: it shows up in the conversation as a private note marked with 📱, meaning it was sent from WhatsApp. Quality reports count it as a reply "From the phone".
Even so, we recommend always replying from AstraChat:
- The team sees who replied and what was said, without depending on one phone.
- Replies from AstraChat count toward assignment, conversation status and response times.
- You can use canned responses, private notes and, on plans that include it, AI help.
How to avoid bans
WhatsApp can restrict or ban numbers it considers spam. AstraChat is designed for answering customers who write to you, not for bulk messaging. To protect your number:
- Do not send bulk messages or the same text to many people in a row.
- Do not cold-message people who have never written to you or given you their number to be contacted.
- Reply with personal, useful messages. If a customer asks you to stop messaging them, respect it.
- Avoid sending many links or files to new contacts.
Learn more on our blog:
Frequently asked questions
Can I change the connected number?
Yes. Write to us at app@astranexo.com before you do it and we will help you switch without losing history or leaving conversations half-finished.
Can I connect two numbers?
Every plan includes one WhatsApp number. If you need a second number, write to us and we will look at the options for your account.
Does regular WhatsApp work, or do I need WhatsApp Business?
Both work. For a business we recommend WhatsApp Business, because it offers a business profile, hours and a catalog. The connection process is the same.
Can I keep using WhatsApp on the phone?
Yes. The phone keeps working normally and anything you reply from it is recorded in AstraChat. See Replying from the phone.
Can I send WhatsApp templates or campaigns?
No. The QR code connection is for conversations with customers who write to you. AstraChat does not offer WhatsApp templates or campaigns.
Who can connect or reconnect the number?
Only account administrators. If an agent tries to open the WhatsApp via QR code card, they see a notice that only an administrator can connect numbers.