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Where your numbers are

In the dashboard, open Integrations and choose WhatsApp. The list shows each connected number, its connection status and, in the Actions column, the ⋮ menu with the options for each number.
The WhatsApp numbers list with a connected number and its ⋮ menu open, ending in Remove from iZap.
No number connected yet? Click Connect WhatsApp and follow the Connect WhatsApp to the AI Trainer guide.

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What each status means

The status details show three items — Provisioning, Receiving, and Sending — and point out which one has a problem. For example, “The last send failed” means the most recent message didn’t go out.
A Problem is sometimes temporary and clears on its own within a few minutes. If it persists, see WhatsApp connection problems or contact support.
In the ⋮ menu, Business verification status shows your Meta account details, such as the state of your business verification.

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When the number disconnects

If the number disconnects, the dashboard shows a red notice with a Reconnect WhatsApp button. It opens the same Meta connection flow, through the Trainer. If the workspace already has an active connection, the Trainer warns that continuing may update or replace the current configuration.
The red notice at the top of the dashboard saying WhatsApp was disconnected, with the Reconnect WhatsApp button.

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Remove a number from iZap

1

Open the list of numbers

In Integrations → WhatsApp, find the number in the list.
2

Choose Remove from iZap

Click the ⋮ menu in the Actions column and choose Remove from iZap.
3

Confirm

Read the notice and click Remove number.
The removal confirmation window with the two optional checkboxes for revoking access at Meta and deregistering the number.
When you remove it:
  • The number stops sending and receiving messages on iZap.
  • The assistant answering on that number is detached from it.
  • The number stays registered with Meta and your conversation history is kept. You can connect it again whenever you want.
The same window has two extra options: revoking iZap’s access at Meta and deregistering the number. Check them only if you won’t use this number with iZap anymore. Deregistering takes the number off the WhatsApp API at Meta; to use it again, you’ll need to connect it again.
Only the workspace Owner can remove numbers. Just want the AI to stop replying, without disconnecting the number? See Control the AI’s replies.

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Disconnect from the WhatsApp Business app

If you use the WhatsApp Business app on your phone together with iZap, you can also disconnect the platform from the app itself:
  • Android: tap the ⋮ menu → Settings → Account → Business Platform → disconnect → confirm.
  • iPhone: tap Settings (bottom right) → Account → WhatsApp Business Platform → tap to disconnect → confirm.
Names may vary slightly depending on the app version. After disconnecting on your phone, also remove the number in iZap so the list stays up to date.

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Connect more than one number

A workspace can hold more than one number. The second number is connected without touching the first one’s configuration:
  1. In Integrations → WhatsApp, click Connect another number.
  2. Follow Meta’s flow, as in the Connect WhatsApp guide. Pick the same business portfolio and enter the new number.
  3. Back in the dashboard, the Choose the number to connect screen lists the numbers in your Meta account. Pick the new one and click Connect this number. The number that was already connected stays as it is.
The new number starts with no assistant assigned, so it doesn’t reply automatically. To have an assistant answer on it, pick one under Assign an assistant — see Control the AI’s replies.
How many numbers you can connect depends on your plan: Scale includes 2, and the other plans include 1. On a paid plan you can add more with the Extra number add-on under Settings → Plans. When your plan has no room for another number, the dashboard says so and doesn’t connect it.
Use a number from the same country as the customers you talk to. Meta restricts frequent messages sent to other countries as an anti-spam measure, which can reduce deliveries.

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Who owns the WhatsApp account

iZap connects as an official Meta technology provider. Your number’s WhatsApp account always stays in your Meta business portfolio: iZap only gets shared access to send and receive messages. That’s why iZap can’t give you admin permissions at Meta or move the number between portfolios. To move the number to another business portfolio, follow Meta’s own migration process, which is started from the destination portfolio. Contact support before you begin so your customer service isn’t interrupted.