WhatsApp Channel

The WhatsApp Channel runs your published Intake Bot on WhatsApp. There is no separate bot to build: connect a number, route it to a bot, and the same conversation, the same conditional logic, and the same AI capabilities carry over.

Available on Business and Enterprise plans.

Connecting a number

Go to Settings → Channels → WhatsApp and choose one of two paths:

Bring your own number. Connect a WhatsApp Business number you already manage in Meta. Works in any country.
Get a new number. Have ioZen provision a new US number for you.

Each workspace runs on its own provider account, so one workspace’s WhatsApp Business account can never affect another workspace’s numbers. Business plans can connect up to 3 numbers; Enterprise is unlimited.

Routing

Every connected number routes inbound messages to a published Intake Bot, or straight to Team Inbox if you’d rather have a person answer first. Set the routing per number in the channel settings.

What runs on WhatsApp

The WhatsApp Channel shares the same Intake Bot engine as the web. Anything you’ve built already works without changes:

Conditional logic and branching
AI Field Intelligence (value extraction, follow-up questions, validation)
Content Blocks, including images
Agent Blocks (Collect and Instruct mode), including nested ones
Calculated fields and record lookups
File uploads, received as inbound media

How fields render

Select fields render as WhatsApp reply buttons or list messages. Long option lists fall back to a numbered reply so nothing gets cut off.
Multi-select fields use numbered replies.
File fields accept inbound images, PDFs, audio, and video. Files land on the submission the same way a web upload does.
Respondents can also type dates and other structured answers in plain language (“next Friday at 3pm”); the same AI parsing pipeline used on the web resolves them.

Handoff to Team Inbox

When a respondent needs to talk to a person instead of the bot, pause the conversation and move the thread to Team Inbox. A teammate can reply directly, then hand the conversation back to the bot, which resumes the in-flight submission instead of starting over.

Billing

WhatsApp messages draw on purchased credits only, never your monthly plan allowance. Plan credits still cover AI features and integration tool calls. If your workspace has plan credits but no purchased credits left, the bot sends one closing notice to the contact, then stays quiet while inbound messages keep arriving, until you top up. See Credits for how to buy more.

Team Inbox: the shared inbox for WhatsApp conversations
Intake Bots: build the conversation that runs on both channels
Credits: how WhatsApp messages are billed