Where to find this:
Verification happens inside the WhatsApp conversation — there's no screen to configure. What decides whether a customer can verify is whether their phone number is on their account, which they manage under My Profile → My Details on your website.
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 against your customer records.
- 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 assistant asks which account to use. Each line names the business, the person, their email address and the kind of account it is — Customer, Team Member, Business Admin or Platform Admin — so one reply settles it:
AI: I found multiple accounts for your phone number:
1. Acme Cleaning — Sarah Jones (sarah@example.com) — Customer
2. Acme Cleaning — Tom Jones (tom@example.com) — Customer
Which account would you like to use? Reply with the number.
Customer: 1
AI: Your verification code is: 123456
The assistant asks for the number, and a name or email address will usually be understood too.
Team Members and Business Admins
A number linked to a team member or business admin account (yours or anyone else's) is asked to verify before the assistant answers even a simple "hi" or a help request — not just before bookings and account details. That's because what the right answer looks like depends on who's asking, and the assistant can't tell until the code is confirmed:
Customer: Hi
AI: Hi! You're through to Acme Cleaning's WhatsApp assistant. This
number is linked to a business account, so I'll verify you first.
Your verification code is: 123456
This code expires in 10 minutes.
Customer: 123456
AI: You're now verified! How can I help you today?
If the number matches more than one account, the message explains that instead — "This number is linked to more than one account, so I'll check which one you're using first" — followed by the same account picker described above. Once verified, the assistant carries on with whatever was originally asked.
No Account Found
AI: No account found for this phone number. Please make sure your
phone number is registered with your account.
If you'd like the team to get back to you instead, just say
*contact the team* and I'll pass your details along.
Customers need to add their phone number to their account profile on your website first. The second half matters just as much: if they'd rather not sign up, saying contact the team lets the assistant take their name, email and message and pass it to you — so an unrecognised number is still a lead rather than a dead end.
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 for a maximum of 90 days (see our Privacy Policy)
- 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 the My Profile tab and open the My Details sub-tab.
- Add or update their phone number.
- Try WhatsApp again.
If they'd rather not, they can reply contact the team in the chat and the assistant will take their details and pass them to you.