Connecting a new WhatsApp device to Chatmo takes just a few minutes. Once it's linked, all incoming messages to that number will flow directly into your Chatmo inbox, and your team can respond without ever opening the WhatsApp app itself.
Before You Start
Make sure you have the following ready before beginning the setup process:
| Requirement | Details |
|---|---|
| A WhatsApp-registered phone number | The number must already be registered with WhatsApp (either standard or WhatsApp Business). |
| Physical access to the phone | You'll need the phone in hand to scan a QR code during setup. |
| Stable internet on both devices | Both your computer (running Chatmo) and your phone need reliable internet connections. |
| No existing WhatsApp Web sessions | Log out of any other WhatsApp Web or Desktop sessions linked to this number to avoid conflicts. |
Each WhatsApp number can only be connected to one Chatmo organization at a time. If the number is already linked elsewhere, you'll need to disconnect it from that organization first.
Step-by-Step Setup
1. Navigate to WA Devices
From the Chatmo sidebar, click on WA Devices to open the device management page. You'll see your list of existing devices (if any).
2. Click "Add Device"
Click the Add Device button, usually located in the top-right corner of the device list. This opens the new device setup dialog.
3. Enter a Device Name
Give your device a descriptive name that your team will recognize. This name appears throughout Chatmo wherever the device is referenced — in conversation lists, assignment dropdowns, and reports.
Good naming examples:
- "Support - Main Line"
- "Sales WhatsApp"
- "CS Team - EN"
Avoid generic names like "Phone 1" or "New Device." You'll thank yourself later when you have five devices and need to tell them apart quickly.
4. Scan the QR Code
Once you've entered the device name, Chatmo generates a QR code on screen. Here's how to scan it:
- Open WhatsApp on your phone.
- Go to Settings (or tap the three-dot menu on Android).
- Select Linked Devices.
- Tap Link a Device.
- Point your phone's camera at the QR code displayed in Chatmo.
The scan happens almost instantly. Once the phone captures the code, the linking process begins automatically.
QR codes expire after about 60 seconds. If the code expires before you scan it, simply click the refresh button to generate a new one. There's no penalty for refreshing — take your time getting the phone ready first.
5. Scan from Your Phone
Open WhatsApp on your phone and point the camera at the QR code displayed in Chatmo. Make sure the phone camera is focused and the computer screen is bright enough.
After scanning, Chatmo will verify the connection. This usually takes 10 to 30 seconds. During this time, you'll see the device status change from Connecting to Connected.
A few things happen behind the scenes during verification:
- Chatmo establishes a persistent session with WhatsApp's servers.
- Your recent message history may sync briefly (this is normal).
- The device registers itself in your Chatmo organization's device pool.
6. Confirm the Connection
Once the status shows Connected with a green indicator, your device is live. Send a quick test message from another phone to the newly connected number and verify that it appears in your Chatmo inbox.
7. Initial Configuration
With the device connected, there are a few optional settings worth configuring right away:
- Assign to a channel — If you've set up specific channels in Chatmo, assign this device to the appropriate one so messages route correctly.
- Set a default greeting — Configure an automatic welcome message for customers who message this number for the first time.
- Enable AI Agent — If you want an AI agent to handle initial responses on this device, link one from the AI Agent settings.
Troubleshooting Connection Issues
Sometimes things don't go smoothly on the first try. Here are the most common issues and how to fix them:
QR Code Won't Scan
- Make sure your phone's camera lens is clean and the screen brightness on your computer is turned up.
- Hold the phone steady about 6-8 inches from the screen.
- If your phone camera struggles with QR codes, check that WhatsApp has camera permissions enabled.
- Try refreshing the QR code — the previous one may have expired.
Device Stays in "Pending" Status
- Check that your phone has an active internet connection (switch between Wi-Fi and mobile data to test).
- Close and reopen WhatsApp on your phone, then try the linking process again.
- Ensure no other WhatsApp Web/Desktop sessions are active — sometimes too many linked devices can cause conflicts.
Connection Drops Immediately After Linking
- This often happens when the phone's battery saver mode is aggressively closing background apps. Exclude WhatsApp from battery optimization in your phone's settings.
- On some Android devices, you'll also need to disable "Adaptive Battery" or similar features that restrict background activity.
- Make sure WhatsApp on the phone is updated to the latest version.
"Number Already Linked" Error
- The number is connected to another Chatmo organization or another platform. You'll need to disconnect it there first.
- If you previously connected this number and removed it, wait a few minutes before trying again — the session may still be clearing on WhatsApp's end.
If none of these solutions work, reach out to Chatmo support with your device name and the phone number you're trying to connect. The support team can check server-side logs to pinpoint the issue.
What's Next?
Your device is connected and ready to go. Here's where to head next:
- Monitor & Reconnect — Learn how to keep an eye on your device's health and handle disconnections.
- Device Management — Go back to the overview for managing all your devices.