Connecting WhatsApp — keep your number and app

How coexistence pairing works: your existing WhatsApp number, your phone app, and Anfigo answering alongside you.

Anfigo connects to the WhatsApp number your hotel already uses, in coexistence mode. Your team keeps the WhatsApp Business app on their phones; Anfigo joins the same number and answers what it can.

What connecting looks like

• In the dashboard's WhatsApp tab (or during onboarding), enter your hotel's WhatsApp number.
• Your Anfigo contact schedules a short call (about 10 minutes) and pairs the phone with you — you'll scan a QR code from the phone that has WhatsApp Business installed.
• During pairing you'll be asked to allow “share chat history” — this brings your last six months of guest chats into the dashboard so nothing is lost.

What happens to your old chats

Imported history chats arrive with the AI switched off — a conversation your team was handling stays your team's. You can hand any chat to the AI with the Resume AI button when you're ready.

Who answers what

• New guest messages are answered by Anfigo, in the guest's language, using your knowledge base and live availability.
• The moment anyone on your team replies to a chat — from the phone app or the dashboard — Anfigo goes quiet on that conversation and stays quiet until you press Resume AI.
• Complaints, special requests and anything the AI shouldn't handle get flagged to your team silently — the guest never sees a "transferring you" message.