Channels

Check the health of each WhatsApp number and set up the join page customers use to opt in.

What it does

Channels lists the WhatsApp numbers your business sends from, shows how healthy each one is, and holds the settings for the public join page customers use to opt in.

Use it before a large campaign to check a number's quality rating and status, to copy the join page link or QR code for your website and printed material, to change the wording customers see when they join, and to set the instructions that shape a channel's automated replies.

Most channels are set up for you during onboarding. You can change the join page settings yourself at any time.

Steps

Check a channel

Open WhatsApp → Channels.
Select the channel name to open it.
Read Quality rating, Messaging limit and Number status under Channel details.
Select Refresh from WhatsApp to pull the latest details straight away.

Open WhatsApp → Channels and select the channel.
Find Join page link and select Copy link, or use the QR code beside it for printed material.
Only share the link where you are allowed to ask for consent — see Consent and opt-in.
To pre-fill a customer's details, add their customer number to the end of the link. The customer number is then filled in and locked, and they only enter a mobile number.

Open the channel and find WhatsApp self-invite link.
Select Copy link, or share the QR code.
When a customer opens the link, WhatsApp opens with an opt-in message already written; they only press send. Use it in email signatures, on your website and at other customer touchpoints.

Change the join page settings

Open the channel and select Edit.
Set the fields you need on Edit channel. See Settings below for what each one does.
Select Update channel.

Set how the channel replies

Open the channel and select Edit.
Enter AI instructions: the enquiries this channel should answer, the tone to use and what to say when it cannot help. Leave it blank to use the default behaviour.
Select Update channel.

Facts about your business, such as delivery days and opening hours, belong in the Knowledge base instead, so every channel shares them.

What you'll see

The list shows Name, Number, Quality and Status for each channel, with a verified tick beside the name of a Verified channel. If the list is empty, contact your onboarding manager.

Quality is High, Medium or Low, or a dash when WhatsApp has not rated the number yet. Status is Connected on a healthy number; anything else, such as Flagged or Restricted, means WhatsApp has limited the number and needs attention.

Opening a channel shows:

Channel details - About, Description and Category come from your WhatsApp profile and are managed in WhatsApp Manager, not in ProConnect. Messaging limit shows the tier WhatsApp has put this number on, which sets how many customers it can start conversations with, or a dash when WhatsApp has not reported one. Display name status shows whether WhatsApp has approved the name customers see. Reference requirement shows whether the join page asks for a customer number: Required, Optional or None. Last synced shows when these details were last taken from WhatsApp, or Never.
Join page address - the public address of your join page, or No join page yet when no address has been set. A Not live badge appears whenever the page is not ready to receive joins.
AI instructions - the guidance in use, or "No custom instructions. Using the default behaviour."
Join page link and WhatsApp self-invite link - each with a copy button and a QR code.
Join screen - the Description and Button label customers currently see, each marked Custom override or Using default copy.
Invite template - a preview of the WhatsApp message a customer receives after joining, with Template name, Template language and Image URL.

If something goes wrong

"This join page isn't live yet": select Edit and choose both an Invite template and a Header image. The page only goes live once it has an address, a template and an image.
"Add a slug to this channel to generate a public join page link": the join page address has not been set. Contact your onboarding manager.
"Unable to refresh from WhatsApp. Please try again.": try Refresh from WhatsApp again in a few minutes. If it keeps failing, contact your onboarding manager.
Quality is Medium or Low: slow down sending, send only to contacts who expect your messages and keep the content relevant. A number that keeps getting blocked or reported can have its messaging limit cut.
Status is not Connected: stop sending on that number and contact your onboarding manager.
"No approved WhatsApp templates found for this channel.": the channel has no approved invite template yet. See Templates.
"WhatsApp templates could not be loaded.": templates are temporarily unavailable. You can still keep or clear the current template; reopen Edit later to change it.
"The current template is not in the approved templates list. Select another template or clear it.": the template saved on this channel is no longer approved by WhatsApp. Pick another approved template, or choose No invite template, which takes the join page offline. See Templates.
A red "Template error" appears instead of the invite preview: the template details could not be read from WhatsApp just now. The channel keeps sending with its saved template; reload the page in a few minutes, and if the error persists contact your onboarding manager.
"This slug is already in use.": another channel already uses that join page address. Choose a different one.
"Enter valid channel settings before saving.": check the join page address uses lowercase letters, numbers and hyphens only, that Default country is a two-letter country code, and that the description and button label are within their limits.
"Unable to save" with any other message: reopen WhatsApp → Channels, open the channel and try Edit again. If it keeps failing, contact your onboarding manager.
A customer says the join page rejects their number: ask them to check the country shown beside Mobile Number and to enter the number without the country code (spaces and dashes are fine). If your channel is locked to one country, a customer abroad cannot join until you tick Allow all countries.
"Please enter a valid customer reference." on the join page: the number is the wrong shape. The page lists the rules under the message: letters, numbers, hyphens, underscores and ampersands, up to 36 characters; on some channels exactly 9 digits.
A customer joined but never received the invite message: open WhatsApp → Invites and check the status. Customer Not Found means the customer number did not match a customer, so confirm the account in Customers; Existing Marketing Consent means that contact already has a consent status on this channel. See Invites.

Settings

Open a channel and select Edit to change these.

Clearing Invite template or Header image takes the public join page offline. Every link and QR code you have shared stops working until both are set again, and invite messages are no longer sent.

Field	What it does
AI instructions	Guidance for this channel's automated replies: what it answers, its tone, and what to say when it cannot help. Up to 4,000 characters. Blank uses the default behaviour.
Slug	The address of the public join page. Lowercase letters, numbers and hyphens only. If you cannot see this field, ask your onboarding manager to set or change the address.
Invite template	The approved WhatsApp template sent after a customer joins. Choose No invite template to stop invite messages.
Reference requirement	Whether the customer number field appears on the join page: Required, Optional or None.
Join screen description	The wording customers read above the form. Up to 500 characters. Use the Bold, Italic, Bulleted list, Numbered list and Link buttons to format it, and Preview to check it before saving. Leave blank for the default wording.
Join button label	The text on the join button. Up to 50 characters. Leave blank to use Join Now.
Header image	The image at the top of the invite message. Select Select media to choose a file from your media library.
Default country	The two-letter country code pre-selected on the join page, for example GB, IE or FR.
Allow all countries	Lets customers pick any country on the join page. Leave it unticked to lock the join page to the default country.

What customers see on the join page

The page shows your channel picture, name, number and the verified tick when the channel is verified, followed by your Join screen description.

Customers enter their mobile number, choosing the country from the flag and dialling code beside Mobile Number when Allow all countries is on. When Reference requirement is Required or Optional, they also see a Customer Number field; a customer number included in the link is filled in and marked Locked.

After they select the join button, they see "Request Submitted Successfully". The invite message is sent unless that contact already has a consent status on this channel or a required customer number did not match — WhatsApp → Invites shows which, see Invites. They are only added to your marketing audiences once they confirm in WhatsApp, which is recorded in the Consent log.

The page also carries a Need to rejoin? panel with a Rejoin via WhatsApp button, and a QR code alongside it on larger screens, for customers who previously opted out and want to come back.

Signed-in B2B Store customers can also reach the join page from their store Account page, with their customer number already filled in.

Consent and opt-in

Invites

Templates

Knowledge base

What it does

Channels lists the WhatsApp numbers your business sends from, shows how healthy each one is, and holds the settings for the public join page customers use to opt in.

When to use it

Most channels are set up for you during onboarding. You can change the join page settings yourself at any time.

Steps

Check a channel

Open WhatsApp → Channels.
Select the channel name to open it.
Read Quality rating, Messaging limit and Number status under Channel details.
Select Refresh from WhatsApp to pull the latest details straight away.

Open WhatsApp → Channels and select the channel.
Find Join page link and select Copy link, or use the QR code beside it for printed material.
Only share the link where you are allowed to ask for consent — see Consent and opt-in.
To pre-fill a customer's details, add their customer number to the end of the link. The customer number is then filled in and locked, and they only enter a mobile number.

Open the channel and find WhatsApp self-invite link.
Select Copy link, or share the QR code.
When a customer opens the link, WhatsApp opens with an opt-in message already written; they only press send. Use it in email signatures, on your website and at other customer touchpoints.

Change the join page settings

Open the channel and select Edit.
Set the fields you need on Edit channel. See Settings below for what each one does.
Select Update channel.

Set how the channel replies

Open the channel and select Edit.
Enter AI instructions: the enquiries this channel should answer, the tone to use and what to say when it cannot help. Leave it blank to use the default behaviour.
Select Update channel.

Facts about your business, such as delivery days and opening hours, belong in the Knowledge base instead, so every channel shares them.

What you'll see

Opening a channel shows:

Channel details - About, Description and Category come from your WhatsApp profile and are managed in WhatsApp Manager, not in ProConnect. Messaging limit shows the tier WhatsApp has put this number on, which sets how many customers it can start conversations with, or a dash when WhatsApp has not reported one. Display name status shows whether WhatsApp has approved the name customers see. Reference requirement shows whether the join page asks for a customer number: Required, Optional or None. Last synced shows when these details were last taken from WhatsApp, or Never.
Join page address - the public address of your join page, or No join page yet when no address has been set. A Not live badge appears whenever the page is not ready to receive joins.
AI instructions - the guidance in use, or "No custom instructions. Using the default behaviour."
Join page link and WhatsApp self-invite link - each with a copy button and a QR code.
Join screen - the Description and Button label customers currently see, each marked Custom override or Using default copy.
Invite template - a preview of the WhatsApp message a customer receives after joining, with Template name, Template language and Image URL.

If something goes wrong

"This join page isn't live yet": select Edit and choose both an Invite template and a Header image. The page only goes live once it has an address, a template and an image.
"Add a slug to this channel to generate a public join page link": the join page address has not been set. Contact your onboarding manager.
"Unable to refresh from WhatsApp. Please try again.": try Refresh from WhatsApp again in a few minutes. If it keeps failing, contact your onboarding manager.
Quality is Medium or Low: slow down sending, send only to contacts who expect your messages and keep the content relevant. A number that keeps getting blocked or reported can have its messaging limit cut.
Status is not Connected: stop sending on that number and contact your onboarding manager.
"No approved WhatsApp templates found for this channel.": the channel has no approved invite template yet. See Templates.
"WhatsApp templates could not be loaded.": templates are temporarily unavailable. You can still keep or clear the current template; reopen Edit later to change it.
"The current template is not in the approved templates list. Select another template or clear it.": the template saved on this channel is no longer approved by WhatsApp. Pick another approved template, or choose No invite template, which takes the join page offline. See Templates.
A red "Template error" appears instead of the invite preview: the template details could not be read from WhatsApp just now. The channel keeps sending with its saved template; reload the page in a few minutes, and if the error persists contact your onboarding manager.
"This slug is already in use.": another channel already uses that join page address. Choose a different one.
"Enter valid channel settings before saving.": check the join page address uses lowercase letters, numbers and hyphens only, that Default country is a two-letter country code, and that the description and button label are within their limits.
"Unable to save" with any other message: reopen WhatsApp → Channels, open the channel and try Edit again. If it keeps failing, contact your onboarding manager.
A customer says the join page rejects their number: ask them to check the country shown beside Mobile Number and to enter the number without the country code (spaces and dashes are fine). If your channel is locked to one country, a customer abroad cannot join until you tick Allow all countries.
"Please enter a valid customer reference." on the join page: the number is the wrong shape. The page lists the rules under the message: letters, numbers, hyphens, underscores and ampersands, up to 36 characters; on some channels exactly 9 digits.
A customer joined but never received the invite message: open WhatsApp → Invites and check the status. Customer Not Found means the customer number did not match a customer, so confirm the account in Customers; Existing Marketing Consent means that contact already has a consent status on this channel. See Invites.

Settings

Open a channel and select Edit to change these.

Field	What it does
AI instructions	Guidance for this channel's automated replies: what it answers, its tone, and what to say when it cannot help. Up to 4,000 characters. Blank uses the default behaviour.
Slug	The address of the public join page. Lowercase letters, numbers and hyphens only. If you cannot see this field, ask your onboarding manager to set or change the address.
Invite template	The approved WhatsApp template sent after a customer joins. Choose No invite template to stop invite messages.
Reference requirement	Whether the customer number field appears on the join page: Required, Optional or None.
Join screen description	The wording customers read above the form. Up to 500 characters. Use the Bold, Italic, Bulleted list, Numbered list and Link buttons to format it, and Preview to check it before saving. Leave blank for the default wording.
Join button label	The text on the join button. Up to 50 characters. Leave blank to use Join Now.
Header image	The image at the top of the invite message. Select Select media to choose a file from your media library.
Default country	The two-letter country code pre-selected on the join page, for example GB, IE or FR.
Allow all countries	Lets customers pick any country on the join page. Leave it unticked to lock the join page to the default country.

What customers see on the join page

The page shows your channel picture, name, number and the verified tick when the channel is verified, followed by your Join screen description.

The page also carries a Need to rejoin? panel with a Rejoin via WhatsApp button, and a QR code alongside it on larger screens, for customers who previously opted out and want to come back.

Signed-in B2B Store customers can also reach the join page from their store Account page, with their customer number already filled in.

Channels

What it does

When to use it

Steps

Check a channel

Change the join page settings

Set how the channel replies

What you'll see

If something goes wrong

Settings

What customers see on the join page

Consent and opt-in

Invites

Templates

Knowledge base

On this page

Channels

What it does

When to use it

Steps

Check a channel

Change the join page settings

Set how the channel replies

What you'll see

If something goes wrong

Settings

What customers see on the join page

Consent and opt-in

Invites

Templates

Knowledge base

On this page