Hosted WhatsApp Sessions

Overview

Hosted WhatsApp Accounts let you connect a WhatsApp number through Kraya’s hosted session flow, manage sessions from the Dashboard, and open View Chats to message leads from the browser. After you connect, Kraya may show Syncing chats while your full chat list is prepared in the background—especially on accounts with very large chat histories.

This guide explains session statuses, what Syncing chats means for automation, and what to do if a session shows Error.

What you can do

• Open Hosted WhatsApp Accounts in the Dashboard to see all hosted sessions for your organization
• Create a new session, scan a QR code when prompted, and track status updates on the list
• Use View Chats to open the hosted chat experience when the session is Running or Syncing chats
• Open Session Settings for a session to adjust automation options that apply to that hosted number (where your organization uses them)
• Open the Queued Messages view to see, in real send order, which leads this hosted session is about to message next (AI reply, bump-up, auto follow-up, or new-lead broadcast)
• Log out a session when you need to disconnect or start over

How it works

• Each row is one hosted session, tied to a phone number and a pipeline owner. The Status column uses short labels so you can see whether the session is connecting, active, or needs attention.
• When Kraya finishes linking your session after login, status may move to Syncing chats while the system loads your chat list. On very large accounts this step can take several minutes. The page can update automatically when status changes.
• While status is Syncing chats, Kraya does not run the same background automation that depends on a fully ready session—for example, automatic lead creation from incoming messages for that session stay paused until status becomes Running. That keeps lead data and ignore lists consistent while the chat list is still loading.
• When loading finishes successfully, status becomes Running and normal automation for that session can apply according to your settings.
• If the chat list cannot be loaded after repeated attempts in the background, status may become Error. In that state, View Chats is turned off until you resolve the problem (for example by reconnecting). Status updates may still appear in real time when you fix the session.

Step-by-step guide

Open Hosted WhatsApp Accounts

1. Sign in to the Kraya Dashboard.
2. Go to Hosted WhatsApp Accounts (under WhatsApp-related navigation, same area as other WhatsApp tools).
3. If your organization does not have access to this page, you are returned to the main Dashboard—hosted sessions are only available when your organization has the feature enabled.

Create a session

1. On Hosted WhatsApp Accounts, click Create Session.
2. Enter the phone number and details as prompted. Use a number that your organization is allowed to use with hosted sessions (as shown in the form).
3. Complete the flow. When the session needs a QR code, use Get QR Code on the row and scan the code with WhatsApp on your phone.
4. Wait until the status moves past QR Ready and toward Syncing chats or Running.

Understand status labels

The table shows one of these labels (exact wording may match the chip next to Status):

• Starting — Session is starting.
• QR Ready — Scan the QR code to link WhatsApp.
• Syncing chats — Connected, but Kraya is still loading your chat list; some automation stays paused until this finishes.
• Running — Session is active; chat list is ready for normal use and automation for this session applies as configured.
• Stopped — Session is stopped.
• Error — Something went wrong; View Chats is not available until you fix the session.
• Disconnected — Session is disconnected.

Open chats (Running or Syncing chats)

1. Find the session in the table.
2. When status is Running or Syncing chats, click View Chats (chat bubble icon).
3. Pick a conversation from the list and send messages as the product allows for hosted chats.

Session settings and logout

1. Click Session Settings (gear icon) on a row to open settings for that session.
2. Click Logout Session when you need to disconnect that hosted session. Confirm if a confirmation dialog appears.

Configure Auto Follow-up for a session

When your organization is enabled for hosted-session auto-followups, the Session Settings modal includes an Auto Follow-up Settings section. This lets the hosted number send Auto Followup sequence messages automatically — without needing the Chrome Extension.

1. Open Session Settings for the hosted session.
2. In Auto Follow-up Settings:
   • Toggle Auto Follow-up ON to let this session send WhatsApp followups; OFF to pause them.
   • Set Business Hours Start and End. The session sends followups only within this window.
   • Optional: set Delay sequences for active conversations (value + unit). When you or the lead sends a message, the next due followup from this session is delayed by this amount to avoid interrupting an active conversation.
3. Save the changes. Settings apply only to this hosted number.

See Auto Followups for how sequences and timing work end-to-end.

View queued messages for a session

Each hosted session has its own outbound message queue. When automation decides to message a lead — an AI reply, a bump-up, an auto follow-up, or a new-lead broadcast — it lines the message up in this queue and a background scheduler sends one message per session at a time, in priority order. The Queued Messages view lets you see, in real send order, which leads this session is about to message next.

Two ways to open the queue:

1. From the Hosted WhatsApp Accounts list, click the Queue icon (numbered-list icon) on a session's row, next to View Chats and Session Settings.
2. From a session's chats page (/dashboard/hosted-accounts/{publicId}/chats), click the Queue button in the header.

Both open the same read-only modal scoped to that one session.

What you see in the modal:

A count badge at the top of the modal shows how many messages are currently queued for this session.

Refresh and pagination:

• The queue drains live as messages send. Use the refresh icon at the top of the modal to re-pull the latest snapshot.
• Long queues (e.g. right after a large broadcast is scheduled) paginate by infinite scroll — keep scrolling to load the next batch.

Important things to know:

• The modal is view-only. You cannot cancel, re-prioritize, or remove queued messages from this view.
• A session that is logged out, disconnected, or in Error still shows its queue. The messages stay queued and will resume sending when the session reconnects.
• When a lead is deleted while a message is queued for it, the row shows Unknown lead.
• The Queue view is gated behind your organization's premium-features access (same gating as the rest of the hosted-accounts area).

Settings and configuration

• Session Settings: Opens a modal for that session. Options depend on your organization’s setup; they may include automation-related toggles that apply to this hosted number.
• Create Session: Available from the empty state (Create Session in the center) or from the top of the page when you already have at least one session.

Role-based behavior

• Organization access: The Hosted WhatsApp Accounts page is only available when your organization has the feature enabled. If you cannot open the page, contact your Kraya administrator.
• Admins and members: Who can create sessions or change settings follows your organization’s normal Dashboard permissions and pipeline ownership rules.

Common edge cases

• Status stays on Syncing chats for a long time

  • Kraya is still waiting for your full chat list. Wait and leave the session connected. If it eventually shows Error, follow the troubleshooting steps below.

• You expect new leads or AI automation, but nothing happens while status is Syncing chats

  • This is expected: automation that depends on the session being fully ready stays paused until status is Running.

• Status shows Error after syncing

  • The session could not complete setup. Use Get QR Code or Logout Session and set up the session again, or contact support if the problem continues.

• View Chats is disabled

  • View Chats is only enabled for Running and Syncing chats. For Error, Disconnected, Stopped, QR Ready, or Starting, open chats is not available until the session reaches an allowed status.

Troubleshooting

I never see Hosted WhatsApp Accounts in the menu

• Cause: Your organization may not have hosted sessions enabled.
• Fix: Ask your organization administrator or Kraya support whether the feature is available for your account.

Syncing chats never becomes Running

• Cause: The chat list may still be loading, or the session may have hit a problem in the background.
• Fix: Wait several minutes. Refresh the Hosted WhatsApp Accounts page. If status becomes Error, try reconnecting via QR or logging out and creating a session again.

Session is Error and I cannot open View Chats

• Cause: The session did not complete setup successfully.
• Fix: Use Get QR Code to reconnect WhatsApp, or Logout Session and set up a new session. If the status repeats, contact support with your organization name and the session phone number.

Decision tree

• If status is Syncing chats → wait; automation will resume when status is Running.
• If status is Error → reconnect or log out and try again.
• If the page redirects you away from Hosted WhatsApp Accounts → your org may not have access; speak to an administrator.

FAQs

• What is the difference between Syncing chats and Running?
  Syncing chats means you are connected, but Kraya is still loading your chat list and pauses certain automation until loading finishes. Running means the session is fully ready for normal use and automation settings apply.

• Can I still open View Chats while Syncing chats?
  Yes. View Chats is available for both Running and Syncing chats.

• Does this replace the Chrome Extension?
  No. Hosted WhatsApp Accounts are a Dashboard experience. The Chrome Extension is separate; your organization may use one or both depending on setup.

Tips and best practices

• After linking with QR, keep the phone online and wait for Running before expecting full automation from that session.
• If something looks stuck, refresh the Hosted WhatsApp Accounts page to see the latest status.
• Use Session Settings to align automation with how your team uses the hosted number.

Related features

• AI Stage Shifting — AI stage moves may be configured per user; hosted session settings are mentioned where your org uses them together.
• Auto Followups — Sequences and messaging behavior depend on sessions being active; syncing delays when automation starts for a new hosted session.
• Dashboard — Main workspace for leads and pipelines that hosted messaging supports.

Screenshots