FAQ

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WhatsApp

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Is iZap an official Meta partner?

Yes. iZap connects to WhatsApp as an official Meta technology provider, through the official WhatsApp API (WhatsApp Cloud API). Your number’s WhatsApp account always stays in your Meta business portfolio.

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Can I keep using WhatsApp on my phone?

Yes. If you connect the number by choosing Connect a WhatsApp Business app, you keep using the app on your phone as usual, alongside iZap. See the connection guide.

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Why don’t iZap’s messages show up in the phone app?

Messages sent through iZap — AI replies, broadcasts, and the dashboard chat — don’t appear in the WhatsApp Business app. That’s a WhatsApp platform limitation for every provider. The full history is in the iZap dashboard. See Why wasn’t my message delivered?.

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Does iZap work with WhatsApp groups?

No. iZap handles one-to-one conversations. The official WhatsApp platform doesn’t deliver messages from groups, Communities, or Channels to other companies.

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Can I connect more than one number?

Yes. See Manage your WhatsApp numbers.

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The AI assistant

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Does the assistant understand voice messages?

Yes. Voice messages customers send are transcribed automatically so the assistant can understand them. Transcription covers up to 90 seconds of each voice message.

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What about images and PDFs?

By default, the assistant doesn’t interpret images and PDFs sent by customers. If this matters for your business, contact support.

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Can the assistant send photos?

Yes, up to 5 images per instruction. See Send images in replies.

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Can the assistant book appointments in my calendar?

It can, with Google Calendar. In the dashboard, connect your calendar under Integrations → Google Calendar and turn on the Book appointment skill in the Trainer. Automatic booking must be enabled for your business: if the assistant doesn’t offer time slots, contact support.

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When does a conversation end?

Each conversation is tied to the customer’s number. It ends as soon as an order is confirmed or cancelled — or, if that doesn’t happen, 24 hours after it started, even if the customer wrote recently. These rules are the same for everyone and can’t be changed.

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I changed the instructions, but nothing changed. Why?

You probably still need to click Publish in the Trainer. See The assistant isn’t replying.

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Can I use ChatGPT to answer my customers?

The iZap assistant already answers customers on its own. The ChatGPT and Claude connection is for you to look up and act on your business by chatting with the AI. See Use iZap in ChatGPT and Claude.

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Account and plans

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How much does it cost?

Plans and prices for your region are under Settings → Plans in the dashboard. Meta’s message fees are charged separately, by Meta itself. See Plans and billing.

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Is there a desktop app?

There’s no Windows or Mac app. Use iZap in your browser, at dash.izap.ai and in the Trainer — both also work in your phone’s browser.

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Does iZap see my Facebook password?

No. The connection login happens on Meta’s website, and iZap never sees your password.

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How do I delete my account?

See Account, team, and workspace.

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Still have questions?

Write to [email protected].