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WhatsApp

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At a glance

Connect WhatsApp Business so Cogno can identify work in new text conversations. Follow-up messages in the same conversation can add context to the related Task. Receiving a message does not guarantee a new Task. A WhatsApp request handled at the Workspace level can be read by its assigned run, even when some Projects are private. Other conversations and Project content keep their access restrictions.

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Before you start

  • Use a Cogno environment where WhatsApp setup is enabled. If the page says the connection is unavailable, contact your administrator.
  • Have permission to manage the WhatsApp Business account and phone number you select in Meta.
  • Complete any MFA required by your Workspace.
Past conversation history is not imported. Existing WhatsApp groups cannot be connected. Group messaging requires an eligible business and a group created through the official API.

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Connect WhatsApp in Cogno

1

Open WhatsApp settings

Open Integrations → WhatsApp. Wait for Preparing… to finish, then select Connect. Loading the page does not start a connection flow.On the desktop app, select Connect in browser. WhatsApp settings opens in your browser and stays there for setup, even when links normally open in the desktop app. Sign in to Cogno in that browser if prompted, then select Connect there.
2

Authorize in Meta

Complete Meta’s sign-in and choose the WhatsApp Business account and Cloud API phone number to connect. Allow popups for Cogno if the browser blocks the Meta window.
3

Wait for completion

The button shows Connecting… while Cogno verifies the authorization and finishes setup. On success, Cogno returns to Integrations and shows Connected for WhatsApp. Open the row to review the connected account.
In a staging Workspace configured by your operator with a Meta test number, Connect uses that server-side test configuration and proceeds to connection setup without Meta sign-in. The screen and permissions are the same. See staging configuration. Meta test numbers can reply only to recipients verified in Meta. For direct conversations, Cogno uses the phone number Meta includes in the latest incoming message when available. If Meta omits it, Cogno uses the recipient’s business-scoped user ID instead.

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Send messages, replies and reactions

Cogno can send text to conversations already received in this Workspace through the connected WhatsApp Business phone. It can also quote a retained message from the same conversation. New recipients, file sending and templates are not supported. Each message can contain up to 4,096 characters; longer replies require an explicit request. Cogno can also add an emoji reaction, such as 👍 or ❤️, to an incoming message already received in that conversation. The target must still be available; reactions cannot target another reaction, a system notice or a message sent by Cogno. Meta checks the message’s current eligibility. Open Integrations → WhatsApp → Agent tools to review Send to WhatsApp. A member with permission to manage security can choose Allow, Ask, or Block. The same setting covers messages, replies and reactions. The default is Allow. Changes apply to the next run, and a Project can narrow the connection’s setting. Ask requires an Engine that supports approvals; otherwise sending is blocked. An accepted message ID means Meta accepted the request; it does not confirm delivery. If Cogno reports an unknown result, do not repeat the message or reaction until the result has been checked. Meta may reject a send because of the account’s current sending eligibility or limits.

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Common states

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Reference URLs