WhatsApp: Single And Multiple Agents
Set up the WhatsApp channel with one number or a team of agents, choose the availability text visitors read, and see how many agents each Website Widgets plan can publish.
The WhatsApp channel adds a row to your widget that opens a WhatsApp chat with a number you choose. In Single Agent mode the row opens one chat. In Multiple Agents mode, with two or more agents published, it opens a short list so the visitor can pick who to message. The conversation happens in WhatsApp itself: Flidu hands the visitor over and does not see, store or answer the messages.
Where To Find The WhatsApp Channel
Open Website Widgets in the dashboard sidebar, open your website, and go to the Channels tab. In the Channel Builder card, click Add Channel. In the Add a Channel drawer, WhatsApp sits under Direct Contact: click Add. If the widget already has a WhatsApp channel, the same click opens its editor.
Set Up A Single Agent
- Leave Mode on Single Agent.
- Enter the Phone number in full international format, with the country code. Spaces, brackets, dots and hyphens are removed for you, but a missing country code is not added.
- Enter an Agent name. It is required: a draft with a phone number and no agent name is not saved.
- Optional: write a Prefilled message. WhatsApp then opens with that line already typed, ready for the visitor to send. Leave it empty and the chat opens blank.
- Click Test on WhatsApp to confirm the number opens the right chat.
- Click Save as Draft, then Publish changes.
A saved draft changes nothing on your site. The channel appears in the widget only after Publish changes, and Enabled in draft has to be on for that button to work.
Add More Agents
Switch Mode to Multiple Agents and click Add agent. Each agent has an Agent name, a Phone number, an optional Display Label (for example the team the visitor will reach) and an optional Role / department. Use the switch on an agent’s row to turn that agent off without deleting it, and drag the rows into the order visitors should see. The prefilled message is shared, so every agent’s chat opens with the same text.
| Website Widgets Plan | Agents You Can Publish In One Channel |
|---|---|
| Free | 1 (Single Agent only) |
| Starter | Up to 2 |
| Pro | Up to 5 |
| Business | Up to 20 |
| Agency | Up to 100 |
| Enterprise | Custom |
On Free you can still build a Multiple Agents setup as a draft, but it does not publish until the workspace is on Starter or higher. In Multiple Agents mode the editor shows the same allowance list with your plan marked Current. To compare plans, see Pricing.
Choose The Displayed Availability
The Displayed Availability card sets the availability text shown with the WhatsApp contact. Under Shared Schedule, pick one of three options:
- Always Available: visitors read "Available 24 hours". A new channel starts on this option, so change it if it is not true for you.
- Custom Hours: tick the days, set the times, and visitors read a line such as "Mon–Fri · 9:00–17:00".
- Hide Availability: no availability text is shown.
In Single Agent mode the agent has its own Availability control with Always, Shared hours and Custom hours; leave it on Shared hours to follow the card. In Multiple Agents mode every agent follows the shared schedule. To give one agent different hours, click Add Override under Agent Overrides and choose Always or Custom hours for that agent; Follow shared hours removes the override. If you fill in Workspace timezone with a zone name such as Asia/Dubai, visitors in another time zone see a short zone label after custom hours.
What Visitors See
With one published agent, the widget shows a single row with the Channel Title, which is WhatsApp unless you rename it. The line under it is your Description if you wrote one. Without a description it is the availability text, with the agent’s role in front when one is set, or "Chat on WhatsApp" when there is neither. Tapping the row opens WhatsApp in a new tab.
With two or more published agents, the row shows your Description or "Chat on WhatsApp", and tapping it opens a list. Each entry shows the agent’s Display Label, or the agent name when there is no label, with the role and availability underneath. Tapping an entry opens that agent’s chat. Renaming the Channel Title needs Starter or higher.
If It Does Not Behave As Expected
- The channel is missing from the widget. Look at its row in the Channel Builder. Draft means it was never published, and Off means it was published and then turned off. If the row is in the widget but shows old details, Live · edited means newer changes are still waiting for Publish changes.
- Publishing is refused. The channel needs at least one enabled agent. Single Agent mode publishes one agent only, so switch to Multiple Agents to turn off or remove any extras. Having more enabled agents than your plan allows also blocks publishing.
- The chat opens for the wrong number. Re-enter the number with its country code and use Test on WhatsApp. See My WhatsApp Button Opens The Wrong Chat.
- Only the first agent shows. When the workspace goes far past its monthly visitor allowance, extra agents are paused and the first one stays live until you upgrade or the period resets. See Widget Limits And Visitor Counting.
- You want two separate WhatsApp rows in one widget. Open the channel and click Duplicate saved draft to create a second one. It stays a draft until the workspace is on Business or higher. Below Business, use Multiple Agents inside one channel, which publishes from Starter.