WhatsApp Setup

This page covers how to connect your WhatsApp Business number to Aria, verify the connection, and fix common issues.

Before You Start

You need a WhatsApp Business app installed on your phone with an active phone number. Regular WhatsApp works differently from WhatsApp Business — Aria connects through the Business API and expects a Business-registered number.

Connect Your Number

1. Log into your Aria dashboard.
2. Go to Settings → Channels from the sidebar.
3. Click Start WhatsApp Session.
4. A QR code appears on screen. It stays valid for 60 seconds.
5. Open WhatsApp Business on your phone.
6. Tap Linked Devices (under Settings or the three-dot menu, depending on your phone).
7. Tap Link a Device and point your camera at the QR code on screen.
8. The status on the Aria dashboard changes to Connected within a few seconds.

Once connected, Aria begins receiving messages sent to your WhatsApp Business number and responds according to your AI persona and knowledge base configuration.

Phone Number Format

Aria stores and displays phone numbers in E.164 format. For Malaysian numbers, that means:

Key rules:

• Drop the leading zero from the local number
• Prefix with country code 60 for Malaysia
• No + prefix, no dashes, no spaces
• Singapore numbers use 65, Indonesia uses 62

When you import leads via CSV, ensure phone numbers follow this format. Aria auto-corrects common variations (like including the +), but clean data avoids mismatches.

Testing the Connection

After connecting, verify that Aria is live:

1. Use a different phone (not the one running WhatsApp Business).
2. Send a message to your connected WhatsApp Business number — something like “Hi, I’d like to know more.”
3. Within 5–10 seconds, Aria should reply using your default greeting message.
4. Check the Aria dashboard — the message appears in the Live Activity stream and a new lead is created.

If the reply arrives and the dashboard updates, your connection is working correctly.

Session Status Indicators

The Channels page shows your WhatsApp session status:

Troubleshooting

QR Code Expired

The QR code refreshes automatically every 60 seconds. If it expires before you scan:

1. Click Refresh QR on the Channels page.
2. A new QR code appears immediately.
3. Scan it within 60 seconds.

Session Disconnected

WhatsApp sessions can disconnect if your phone loses internet for an extended period, or if you log into WhatsApp Web from another device.

1. Go to Settings → Channels.
2. Click Reconnect next to the disconnected session.
3. A new QR code appears — scan it again from WhatsApp Business.
4. Your conversation history and leads are preserved; only the live connection needs re-establishing.

Messages Not Arriving

If Aria is connected but not responding to messages:

1. Confirm the test message was sent to the correct number (check E.164 format).
2. Check the Live Activity stream — if the message appears there but Aria did not reply, your AI persona or knowledge base may need attention.
3. Verify your monthly message quota has not been exhausted (check Settings → Billing).
4. Try sending from a third phone number to rule out contact-specific issues.

Multiple Numbers

Each Aria account supports one WhatsApp Business number. If you need to connect multiple numbers (e.g., one per branch), contact support to discuss a multi-number setup on the Growth or Scale plan.