Where to find this:
Services → Integrations tab
The WhatsApp AI assistant helps secure customer interactions by verifying their identity before accessing bookings, subscriptions, or account details. This guide explains the process.
How It Works
When a customer messages your WhatsApp number, the system:
- Looks up the phone number in your customer database.
- Sends a 6-digit verification code via WhatsApp.
- Creates a 24-hour session once verified.
After verification, customers can book, view bookings, cancel, and check subscriptions without needing to verify again until the session expires.
What's Protected vs Public
Requires verification:
- Viewing, creating, or cancelling bookings
- Account details
- Subscription and quota information
Available to anyone (no verification needed):
- Browsing services and pricing
- Checking availability
- Browsing help articles
Verification Flow
Single Account
Most customers have one account linked to their phone number. The flow is simple:
Customer: Hi
AI: Your verification code is: 123456
This code expires in 10 minutes.
Customer: 123456
AI: You're now verified! How can I help you today?
Multiple Accounts on One Phone
If a phone number is shared across accounts, the system asks which profile to use:
AI: Multiple accounts found for this phone number:
1. Sarah Jones (sarah@example.com)
2. Tom Jones (tom@example.com)
Which profile would you like to use?
Customer: Sarah
AI: Your verification code is: 123456
Customers can select by number ("1"), name ("Sarah"), or email.
No Account Found
AI: No account found for this phone number. Please ensure
your phone number is registered with your account on our website.
Customers need to add their phone number to their account profile on your website first.
Verification Codes
- 6 digits, randomly generated
- Expires after 10 minutes — customers can request a new one by saying "verify"
- 3 attempts — after 3 wrong entries, they need to request a fresh code
Customer: 999999 (wrong code)
AI: Invalid or expired code. Please try again or request a new code.
Sessions
Duration
Sessions last 24 hours. During that time, customers won't need to verify again — they can message back anytime and continue.
Logging Out
Customers can end their session early by saying "log out":
Customer: log out
AI: You've been logged out. Send a message anytime to start a new session.
Expired Session
If a customer returns after 24 hours, verification is required again:
Customer: Show my bookings
AI: Your session has expired. For security, please verify your identity again.
Your verification code is: 654321
This code expires in 10 minutes.
Privacy & Data
What's Stored
- Messages between the customer and AI assistant (retained 30 days)
- Authentication events and session data
- Booking actions taken via WhatsApp
Customer's other WhatsApp conversations, media, and voice messages are never accessed or stored.
Customer Rights
- Customers can request deletion of their message history
- Customers can opt out of WhatsApp and continue using the website
- All data handling follows GDPR requirements
Troubleshooting
Customer isn't receiving the verification code
- Check they're messaging the correct WhatsApp business number.
- Ensure their internet connection is working.
- Have them say "verify" to request a new code.
- Confirm their phone number is registered in their account on your website.
Code keeps expiring
Codes are valid for 10 minutes. If the customer is consistently timing out, have them request a fresh code and enter it immediately.
"No account found"
The customer's phone number isn't linked to any account in your system. They need to:
- Log into your website.
- Go to Services → Profile tab.
- Add or update their phone number.
- Try WhatsApp again.