Change a WhatsApp number’s settings

Open the number

In the sidebar, under Automation, click Integrations, then the WhatsApp Business card. On the Accounts tab, click the row for the number you want.

On a desktop the panel docks to the right of the screen. On a phone it rises from the bottom as a full sheet. There is no separate address for it — the row is the way in.

Two shortcuts land you deeper in: clicking the row’s health score chip opens the panel straight on Send safety, and so does Send safety → on the Health & safety tab.

The chips at the top are read-only. Everything below them is editable, and the bar at the bottom is the only Save.

The chips under Overview are a status readout, not settings:

Messaging tier reads oddly at one step. Most tiers show as tidy numbers — 50 / day, 250 / day, 1,000 / day, 10,000 / day, 100,000 / day, Unlimited / day — but one genuinely renders as 2K / day. And Unknown means Meta has not told us, not that something is broken.

When Raion Hub knows which Meta business portfolio the number belongs to, a link appears: Billing & payment in Meta Business Manager, which opens Meta in a new tab. Billing lives in your own Meta portfolio and cannot be fixed from inside Raion Hub. On older connections the link is simply absent, because the portfolio was never recorded.

Understand the save bar before you change anything

Nothing in this panel takes effect until you press Save changes. The text at the left of that bar is a live readout of what is waiting:

• All changes saved — nothing outstanding
• Unsaved: Auto-reply behaviour · Business hours — naming each section you have touched
• Fix the pause/resume keyword to save, in red — something is invalid and Save is blocked until you fix it

Discard puts everything back to the last saved state. Both buttons are greyed out while there is nothing to save.

Choose who your automations reply to

Under Auto-reply behaviour, Reply to decides who gets an automated reply on this number. It governs both your keyword auto-replies and the AI chatbot — which is why it lives on the number rather than on the chatbot.

Pick anything other than Anyone who messages and a caution appears: Replies can't add anyone to your CRM, so a skipped contact stays skipped until something else captures them. That is the real cost of a gate — a stranger who messages you is not answered and is not captured either, unless a capture rule picks them up.

A toggle appears with it: Notify me when someone is skipped, whose hint reads Once per conversation. The contact is never told anything. Switch it on while you are finding out whether the gate is set too tight.

You may also see a box headed Check your lead-capture setup. Its lines come from the server and describe why the gate you chose may not behave as you expect — for instance when an active catch-all capture rule means everybody is already a lead, making the gate do nothing.

**Reply to** applies to keyword replies and the AI chatbot alike.

Typing indicator is in the same section: Show typing before the reply lands.

Set the pause and resume keywords

These two fields are the emergency brake for a single conversation, and almost everyone misreads them, so here is exactly what they do:

• You send the keyword, not the customer — from WhatsApp on your own phone, or from Conversations.
• The message only has to contain the word, in any capitalisation. “please PAUSE this one” matches.
• It matches whole words only, so “stop” does not fire on “stopped”.
• It pauses everything for that contact — AI replies, auto-replies, follow-ups and campaigns — not just auto-replies.
• Campaign, follow-up and chatbot messages never trigger it.

The placeholders suggest PAUSE and RESUME. Leave a field blank to switch that keyword off.

Minimum three characters, and a short word blocks the whole panel. Type something shorter and you get At least 3 characters - a shorter word matches inside ordinary messages. under the field, and Save changes stops working for every section until you fix it. Two letters would fire inside ordinary words and mute a customer mid-conversation.

On a plan without keyword auto-reply, Typing indicator and both keyword fields are read-only rather than hidden, so you can still see what you would be setting.

Switch the AI chatbot on for this number Core+Core & Max

AI chatbot is one toggle, with the hint AI-powered replies take priority over keyword rules. Beneath it is a link to the chatbot itself — Set up the chatbot when this number has none, or Edit chatbot persona when it has one. Both open AI Chatbot.

The toggle is disabled until a chatbot exists for the number: No chatbot configured for this number yet. Build one first through that link, then come back and switch it on. On Lite the toggle is disabled with AI Chatbot isn't on your current plan.

Decide what happens to messages Meta cannot read

Some messages arrive with no readable content — it happens with ads on a number that also runs in the WhatsApp Business app. Unreadable messages asks what to do with those, under the label When Meta cannot deliver message content:

The helper text says why the last two exist: Coexistence ad messages can arrive without readable content. Alert modes keep that placeholder out of the AI chatbot.

Decide whether to ask new contacts for a phone number

The Lead capture section on the number has one toggle: Ask new contacts for their phone number, with the hint When someone messages this number without sharing a phone number, automatically ask for it. Asked once per contact, never repeated.

It exists because Meta withholds the phone number of any WhatsApp user who has adopted a username, and never fills it in later — so the only way to get it is to ask. It asks in the only moment that works: right after the person first messages you.

Set business hours

Business hours decides when the AI chatbot answers. The heading carries a running total on the right — 5 days active.

1. Restrict to schedule — The AI chatbot only answers during the times below. Nothing in the grid matters until this is on.
2. Off-hours response — stays disabled until Restrict to schedule is on. It looks broken; it isn’t.
3. The seven day rows — Mon to Sun, each a checkbox, a start time, the word to, and an end time. Unticking a day replaces its pickers with Off. The time pickers are your browser’s own, so they show 12-hour or 24-hour to match your device.

A new number starts on Monday to Friday, 09:00 to 17:00, with Saturday and Sunday off.

Off-hours response inverts the whole grid. Switched on, the times stop meaning “when we answer” and start meaning “when we are closed” — and each row shows you the result after a ↳ arrow — under the pickers on a day that has them, and beside Off on a day that does not. A day you switched off reads All day there, and a day set from 00:00 to 00:00 reads Off. When this is on, read the ↳ readouts rather than the pickers.

An end time earlier than the start is allowed — you get the amber note End is before start — saved as an overnight window. and the save goes through. That is how you cover a shift that runs past midnight.

If business-hours scheduling is not on your plan, the section is read-only with the notice Business-hours scheduling isn't on your current plan. Editing stays read-only until your workspace is upgraded.

Set the send-safety defaults

Send safety has two halves. The first is about people who have opted out:

• Skip opted-out contacts — Auto-skip people who replied STOP.
• Auto-capture STOP replies — Record an opt-out when someone replies STOP / unsubscribe.

Under the sub-heading Sending defaults (Applied to new campaigns unless overridden when scheduling.):

• Add opt-out footer — Append an unsubscribe line to free-form sends. Switching it on reveals Footer text, up to 280 characters, starting at Reply STOP to unsubscribe.
• Spread large campaigns — Send over multiple days within your tier. Switching it on reveals Daily send cap, whose placeholder is Auto (from tier). Leaving it blank means automatic, not zero — Raion Hub works the cap out from your Meta messaging tier.

This part of the panel arrives in a second load, so Send safety may show a grey placeholder for a moment after the rest has appeared. Wait for it before you decide nothing is set.

Save

Press Save changes. You get Settings saved., and the readout returns to All changes saved.

If something failed, check the readout again. The sections save independently, so most of them can go through while one does not. In that case you get a red message naming the first failure instead of Settings saved., and the bar goes on listing whatever did not save.