# WhatsApp Notifications Add or switch a contact method to WhatsApp and see sample message content and actions for common PagerDuty incident scenarios. ## Add a WhatsApp Contact Method For global organizations where SMS is not ideal, you can configure WhatsApp as a notification method. WhatsApp numbers must be verified prior to receiving notifications; unverified numbers cannot receive WhatsApp notifications. > **Notes:** - You cannot use the same number for SMS and WhatsApp; select one or the other. With multiple numbers, you can use one for SMS and another for WhatsApp. > - You can switch an existing SMS number to WhatsApp. When switching, notification rules are automatically replaced by the selected method. > - Where messages cannot be delivered on WhatsApp, the fallback message is sent via SMS. > - **Admins**: to block WhatsApp as a notification channel for your organization, contact [support@pagerduty.com](mailto:support@pagerduty.com). To add a WhatsApp contact method: 1. Navigate to **User Icon** → **My Profile**, and the **Contact Information** tab. 2. Go to **Text Messaging** and click **Add Text Messaging**. 3. Enter your phone number and select the phone number type from the dropdown. If supported, the WhatsApp option appears as an applicable notification method. 4. Click **Send Verification**. 5. Once you receive a notification from PagerDuty in WhatsApp, tap **Verify** to complete the setup. ![Add WhatsApp Contact Method](/images/kb/dc4630db05f3ac1727b688681cf4ddc809bce1cf5fe7f195a894b94026b31bce-Add_WhatsApp_1_1.png) *Add WhatsApp Contact Method* [Find out more](/incident-management/notifications/notification-content-and-behavior/whatsapp-notifications#whatsapp-notification-content) on the types of notifications you can receive with WhatsApp. ## Switch an Existing Contact Method to WhatsApp 1. Navigate to **User Icon** → **My Profile** and select the **Contact Information** tab. 2. Switch to WhatsApp by either: - Clicking **Switch to WhatsApp** on the banner, or ![Switch to WhatsApp Banner](/images/kb/f33e7fa9e412c4cf1efef19d6cc7acdf9c95d502a7332998bdfd41c1a0548729-Switch_Back_Banner_1.png) *Switch to WhatsApp banner* - Clicking the **Switch to WhatsApp** button beside your SMS contact, under **Text Messaging**. ![Switch Back to WhatsApp in Text Messaging](/images/kb/0894b0db3d4b56459c56e6ae4d9bc0ed01f7e6ec2e46290ffca42529f70e17db-Text_Message_-_Switch_to_WhatsApp_1.png) *Switch to WhatsApp in Text Messaging* 3. Click **Send Verification**. ![WhatsApp - Send Verification](/images/kb/3695ff15e959cf64810cc82259def5ac01c4a19a25aed94931f4f2fb7bf224b6-switch_to_whatsapp_1.webp) *WhatsApp - Send Verification* 4. Once you receive a notification from PagerDuty on WhatsApp, tap **Verify** to complete the setup. ## Switch from WhatsApp Back to SMS 1. Navigate to **User Icon** → **My Profile** and select the **Contact Information** tab. 2. Click beside the contact method you would like to edit. 3. Select **SMS** → **Continue with SMS**. ![Switch back to SMS from WhatsApp](/images/kb/ba8058c7334bfb803105110e26490c9f5b37a620e951f93edeb4e43f06cdab68-Switch_back_to_SMS_1.png) *Switch back to SMS from WhatsApp* 4. Once you receive the verification code, enter the six-digit code and click **Verify**. ## WhatsApp Notification Content The following are common WhatsApp notifications you may receive when using PagerDuty. Most users can take action on WhatsApp messages — such as acknowledging or resolving an incident — by tapping the desired action. | Scenario | Message Body | | :---------------------------------------------------------------------------------------------------------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | An incident triggers and notifies the on-call user. | Incident: `[incident number]` - `[incident title]` Service: `[service name]` Priority: `[incident priority]` Urgency: `[incident urgency]` Responder: `[responder name]` Incident Type: `[incident type]` Incident Link: `[link to incident]` Select one of the options below: **Acknowledge**, **Resolve**, **Escalate** | | A user is added as a [responder](/incident-management/incidents/add-responders). | You have been requested to assist with an incident. Incident `[incident number]`: Please help with "`[incident title]`" Priority: `[incident priority]` Incident Link: `[link to incident]` Select one of the options below: **Accept**, **Decline** | | A user receives a [status update](/incident-management/communicate/communicate-with-stakeholders) to an incident they are assigned or subscribed to. | A new status update was published on incident `[incident number]` - `[incident title]` Published by: `[responder name]` Responder: `[responder name]` Incident Link: `[link to incident]` Status Update: `[status update]` Log in to PagerDuty for more information. | ## Supported Countries For countries that support WhatsApp, see the [Text Notifications table](/incident-management/notifications/supported-countries) in Supported Countries. ## FAQ **Why am I not receiving my WhatsApp verification code?** If you previously replied **STOP** to opt out of WhatsApp messages from PagerDuty, you will not receive any new messages, including verification codes, until you opt back in. Reply **START** in the WhatsApp conversation and follow the prompts, then try verification again. If you have not opted out and still are not receiving a code, [contact PagerDuty Support](https://www.pagerduty.com/contact-us/) for help troubleshooting.