Support
FAQ
Frequently asked questions about Whappy’s AI-powered WhatsApp automation platform
Platform & Setup
What is Whappy and how does it work?
What is Whappy and how does it work?
Whappy is a SaaS platform that automates WhatsApp conversations using AI to qualify leads and schedule appointments. It uses conversation flows (called “funnels”) that guide prospects through a structured qualification process, collecting information and setting up meetings automatically.
What are the system requirements to use Whappy?
What are the system requirements to use Whappy?
- A WhatsApp Business account
- Modern web browser (Chrome, Firefox, Safari, Edge)
- Active internet connection
- Business phone number verified with WhatsApp Business
- For integrations: Calendly, Cal.com, or Zapier accounts (optional)
How do I connect my WhatsApp Business account?
How do I connect my WhatsApp Business account?
- Navigate to the Integrations page
- Click on the WhatsApp integration card
- Follow the OAuth flow to connect your WhatsApp Business account
- Verify your business phone number and account details
- Your WhatsApp integration will be active once verified
Funnel Configuration
What is a funnel and how do I create one?
What is a funnel and how do I create one?
A funnel is a conversation flow that defines how your AI assistant interacts with leads. To create one:
- Go to the Funnel tab
- Configure your business context in the Context section
- Define information fields to collect in the Info section
- Build your conversation flow using the visual flow builder
- Set your operating hours in the Options section
What types of nodes are available in the flow builder?
What types of nodes are available in the flow builder?
- Start Node: Initiates the conversation with a welcome message
- Info Node: Collects specific information from leads (text, numbers, multiple choice)
- Condition Node: Creates branching logic based on collected information
- Talk Node: Sends custom messages or responses
- Appointment Node: Schedules meetings using Calendly or Cal.com
- Close Node: Ends the conversation and optionally sends data to external systems
How do I set up conditional logic in my funnel?
How do I set up conditional logic in my funnel?
- Add a Condition Node to your flow
- Select the information field to evaluate
- Choose an operator (equals, greater than, less than, contains)
- Set the comparison value
- Connect the “true” and “false” outputs to different next steps
- Optionally set a default path for unexpected values
Can I collect custom information from leads?
Can I collect custom information from leads?
Yes! In the Info tab, you can create custom information fields:
- Text fields: For names, descriptions, or open-ended responses
- Number fields: For budgets, quantities, or numeric values
- Multiple choice: For predefined options like preferences or categories
- Each field can be marked as required or optional
- You can provide example questions to guide the AI’s conversation
Lead Management
How are leads added to my system?
How are leads added to my system?
Leads can be added through:
- Manual entry in the Leads page
- Zapier integration (automatic from forms, CRM, etc.)
- Webhook integration from your own systems
- Direct API calls to your unique endpoint
What's the difference between test and real leads?
What's the difference between test and real leads?
- Test leads: Used for testing your funnel without affecting real data or sending actual WhatsApp messages
- Real leads: Actual prospects that will receive WhatsApp messages from your AI assistant
- You can toggle between viewing test and real leads using the switch in the Leads page
How can I view conversation history with leads?
How can I view conversation history with leads?
- Go to the Leads page
- Find the lead you want to review
- Click the message icon in the Actions column
- The conversation modal will show the complete message history
- You can also see collected information and appointment details
Can I manually send messages to leads?
Can I manually send messages to leads?
Currently, Whappy focuses on automated conversations through your configured funnel. Manual messaging capabilities may be added in future updates. For now, you can view conversation history and collected lead information.
Integrations
What integrations does Whappy support?
What integrations does Whappy support?
- WhatsApp Business: Core messaging platform (required)
- Calendly: For appointment scheduling
- Cal.com: Alternative appointment scheduling
- Zapier: Connect to 5000+ apps for lead import
- Webhooks: Direct integration with your systems
How do I set up Calendly integration?
How do I set up Calendly integration?
- Navigate to Integrations page
- Click on the Calendly card
- Click “Connect” and authenticate with your Calendly account
- Your event types will be automatically imported
- Use the Appointment node in your funnel to offer specific event types
How does the Zapier integration work?
How does the Zapier integration work?
- Get your API key from the Zapier integration card
- Create a Zap in Zapier with your trigger (form submission, CRM update, etc.)
- Use “Webhooks by Zapier” as the action
- Send lead data to your Whappy webhook URL with your API key
- Configure optional triggers for appointments and conversation closures
What data format should I use for webhook integrations?
What data format should I use for webhook integrations?
Send a POST request to your webhook URL with this JSON format:Include your API key in the Authorization header:
Bearer YOUR_API_KEYCampaign Management
How do I start and stop my campaign?
How do I start and stop my campaign?
- Ensure all requirements are met (WhatsApp connected, funnel configured)
- Save any unsaved changes to your funnel
- Click Start Campaign on the home page
- To stop, click Stop Campaign and confirm
- Stopping a campaign will close any ongoing conversations
What are operating hours and how do they work?
What are operating hours and how do they work?
Operating hours define when your AI assistant will respond to leads:
- Set different hours for each day of the week
- Choose your timezone in the Options page
- Messages received outside operating hours will be queued
- Conversations will resume during the next operating period
Can I run multiple campaigns simultaneously?
Can I run multiple campaigns simultaneously?
Currently, Whappy supports one active campaign per account. You can create and test different funnels, but only one can be running at a time. Enterprise features may include multiple campaign support in the future.
Technical & Troubleshooting
Why isn't my WhatsApp integration working?
Why isn't my WhatsApp integration working?
Check these common issues:
- Ensure your WhatsApp Business account is verified
- Check that your phone number is properly connected
- Verify you have the necessary permissions on your WhatsApp Business account
- Try disconnecting and reconnecting the integration
- Contact support if issues persist
My funnel isn't saving changes. What should I do?
My funnel isn't saving changes. What should I do?
- Check your internet connection
- Ensure all required fields are completed
- Try refreshing the page and making changes again
- Clear your browser cache and cookies
- If using condition nodes, verify all operators and values are set
How do I troubleshoot appointment scheduling issues?
How do I troubleshoot appointment scheduling issues?
- Verify your Calendly/Cal.com integration is properly connected
- Check that your event types are active and visible
- Ensure your calendar has available time slots
- Test the booking process with a test lead
- Check your appointment node configuration in the funnel
What should I do if leads aren't receiving messages?
What should I do if leads aren't receiving messages?
Verify these settings:
- Campaign is running (green status on home page)
- Lead phone numbers are in correct international format (+1234567890)
- Operating hours are configured and current time is within them
- WhatsApp Business account has sufficient credits/quota
- Lead is not marked as a test lead (unless testing)
How can I test my funnel before going live?
How can I test my funnel before going live?
- Create test leads using the “Add Lead” button with test mode enabled
- Ensure your campaign is running
- Test leads will follow your funnel but won’t send actual WhatsApp messages
- Review the conversation flow and collected information
- Iterate on your funnel configuration as needed
API & Development
Does Whappy provide an API for custom integrations?
Does Whappy provide an API for custom integrations?
Yes, Whappy provides webhook endpoints for lead creation and status updates. Full REST API documentation is available for enterprise customers. Contact support for API access and documentation.
How do I handle webhook authentication?
How do I handle webhook authentication?
All webhook requests must include an Authorization header:Get your API key from the Integrations page. Keep this key secure and rotate it regularly for security.
Can I export my lead data?
Can I export my lead data?
Currently, lead data can be viewed and managed through the Whappy interface. Data export features are planned for future releases. Enterprise customers can request custom data exports through support.
Billing & Limits
What are the usage limits for different plans?
What are the usage limits for different plans?
Usage limits vary by plan and may include:
- Number of leads per month
- Number of conversations per day
- WhatsApp message limits
- Integration capabilities
How is usage calculated?
How is usage calculated?
- Leads: Each unique lead added to your system
- Conversations: Each started conversation with a lead
- Messages: Each WhatsApp message sent by your AI assistant
- Usage resets according to your billing cycle
What happens if I exceed my plan limits?
What happens if I exceed my plan limits?
- Your campaign may be paused to prevent overages
- You’ll receive notifications about approaching limits
- Upgrade your plan to increase limits
- Contact support for temporary limit increases if needed
Security & Privacy
How does Whappy protect my data and my leads' data?
How does Whappy protect my data and my leads' data?
- All data is encrypted in transit and at rest
- SOC 2 Type II compliance (coming soon)
- Regular security audits and penetration testing
- GDPR and CCPA compliant data handling
- Lead data is stored securely and never shared with third parties
Can I delete lead data?
Can I delete lead data?
Yes, you can delete individual leads from the Leads page. For bulk data deletion or account data removal, contact support. We comply with data deletion requests in accordance with privacy regulations.
Where is my data stored?
Where is my data stored?
All data is stored in secure, SOC 2 compliant data centers. We use industry-standard encryption and security practices to protect your information. Specific data residency options may be available for enterprise customers.