Message Centrus on WhatsApp

Centrus has its own WhatsApp number, and you message it as you would message a colleague. The number is on the WhatsApp card on the Integrations page, which everyone in your organisation can open from the menu on the left. The card always reads Active: there is no QR code to scan and nothing to connect.

app.centrus.ai/app/integrations

Integrations

Connect and manage external services

Xero

Not Connected

Connect your organisation’s Xero account. Other users can then Enable it for chat.

• List and look up sales invoices and bills
• Find contacts, accounts and tax rates
• Create invoices and repeating templates
• Download invoice, quote and purchase-order PDFs

ConnectHow to Use

WhatsApp

Active

Send and receive messages through WhatsApp.
Connect with Centrus using the WhatsApp number below.

+44 7462 836662

3

• Fast and secure messaging
• Access from any WhatsApp-enabled device
• Maintain conversation history

How to Use4

Learn More

2

Teams Chatbot

Not Connected

Message Centrus through the Microsoft Teams platform.
Get answers without leaving your workflow.

• Fast and secure messaging
• Access from desktop and mobile
• Maintain conversation history

ConfigureHow to Use

1. 1Integrations, in the menu on the left.
2. 2The WhatsApp card. It always reads Active.
3. 3The number to message. Save it to your phone's contacts.
4. 4How to Use lists the set-up steps and the RESTART CHAT command.

The card shows +44 7462 836662, the number Centrus uses for every organisation, unless your organisation has its own branded number. An admin can request one in Branding, and once it is live the card shows that number instead. Learn More opens the help pages inside the app.

WhatsApp is one of two ways to chat with Centrus away from the web app. If your team works in Microsoft Teams, see Chat on Microsoft Teams. For everything the full chat page can do, see Chat in the web app.

Centrus knows who you are from the mobile number you message from, so the only set-up is adding that number to your user. You do it once, and an admin can do it for you. After that you can message Centrus whenever you like.

How to Use on the card lists the same steps. Its note on credits is covered in What it costs in credits below.

Xero

Not Connected

Connect your organisation’s Xero account. Other users can then Enable it for chat.

• List and look up sales invoices and bills
• Find contacts, accounts and tax rates
• Create invoices and repeating templates
• Download invoice, quote and purchase-order PDFs

ConnectHow to Use

WhatsApp

Active

Send and receive messages through WhatsApp.
Connect with Centrus using the WhatsApp number below.

+44 7462 836662

• Fast and secure messaging
• Access from any WhatsApp-enabled device
• Maintain conversation history

How to UseLearn More

Teams Chatbot

Not Connected

Message Centrus through the Microsoft Teams platform.
Get answers without leaving your workflow.

• Fast and secure messaging
• Access from desktop and mobile
• Maintain conversation history

ConfigureHow to Use

How to use WhatsApp with Centrus

1. Add this number as a contact in your phone
2. Ensure your mobile number is correctly set in your user profile with country code (e.g. +44 for UK numbers)Matched against your Phone field
3. Send a message to Centrus via WhatsApp
4. Centrus will recognise your number and ask you to confirm which tag you want to use
5. After selecting a tag, you can chat normally as you would in the web app

Special commands: Type RESTART CHAT (case insensitive) to reset the conversation

Please note: WhatsApp messages cost the selected model's message credits plus 1 credit for the WhatsApp delivery.

Close

You also need at least one tag on your user, because every WhatsApp conversation runs under one of your tags. The list Centrus offers is the tags set on your own user, and that applies to admins too. If you have none, ask an admin to add one in Edit users and roles.

Open Settings from the menu on the left. On the Account tab, enter your mobile number in Phone and click Save changes. Type it in full international format: a plus sign, the country code, then the number without its leading 0 and without spaces. A UK mobile such as 07700 900123 becomes +447700900123.

Centrus only recognises you when the number in Phone matches your WhatsApp number exactly. Spaces, a leading 0 or a missing country code all stop the match, and Centrus then sends nothing after its first please wait message.

An admin can set the number for you instead, in Edit users and roles. In the admin's Edit employee window, Phone has a fixed +44 in front, so the admin types the rest of a UK number. Centrus removes a leading 0 or 44 if it is typed.

The Edit employee window only takes UK numbers. If someone's mobile is registered in another country, they should enter it themselves on Settings, Account. Saving their user in Edit employee afterwards rewrites the number as a +44 number, so check Phone again after any change an admin makes.

Each number can belong to one user only. If it is already on someone else's account, saving it shows Phone number already used by another account. See Profile and sign-in for the rest of the Account tab.

Open WhatsApp on your phone and send any message to the Centrus number, such as Hi. Centrus answers every message straight away with Message received, generating response, please wait… so you know it has arrived. It then lists the tags on your user, numbered, and asks you to pick one.

09:41

Centrus

Today

Hi

09:12

Message received, generating response, please wait…

09:12

Hello Please select a tag to start chatting. Reply with the number or tag name: 1. Technical 2. SOPs To change your data tag, type 'RESTART CHAT'.

09:12

1

1

09:13

2

Message received, generating response, please wait…

09:13

Tag selected: Technical How can I help you today?

09:13

3

Message

1. 1The tags on your user, numbered.
2. 2Reply with a number or the exact tag name.
3. 3Tag selected confirms the tag this conversation uses.

The tag decides what Centrus can answer from, in the same way as choosing a tag on the web: only Train documents that carry that tag are searched. A parent tag is marked as grouped, with the number of sub-tags it holds, and choosing it searches its child tags too. Child tags are not listed on their own. Parent and child tags explains how this works.

A tag name must match exactly, capitals included, so typing sops does not select SOPs. Replying with the number avoids the problem. If your very first message is already a tag number or name, Centrus selects it straight away.

Once a tag is chosen, ask questions in plain language, as you would on the web. Centrus searches the Train documents for that tag, and can also use the integrations connected to your account and the Agent Builder chat tools you are allowed to use, with the same permissions as on the web.

09:41

Centrus

The boiler in the Riverside House plant room is showing fault F28. What should I check first?

10:24

Message received, generating response, please wait…

10:24

F28 is an ignition lockout: the boiler tried to light and did not detect a flame. The Riverside House boiler O&M manual suggests checking, in order: 1. That the gas is on at the meter and the isolation valve 2. The condensate pipe for a blockage or a freeze 3. The ignition electrode and its lead Reset the boiler once. If F28 comes back, log it on the job before you go further.

Sources - Riverside House boiler O&M manual.pdf - Boiler fault codes.txt1

10:25

Message

1. 1Sources names the Train documents the answer came from.

• Sources at the end of an answer lists the documents it came from, and Internet Search when it used the web. There is no web search button on WhatsApp, so whether Centrus searches the web depends on the tag's settings.
• Long answers arrive in parts. WhatsApp limits the length of a single message, so Centrus splits a long answer into several messages, sent one after another.
• One message at a time. If you send several messages quickly, Centrus answers them in the order you sent them, each with its own please wait message.
• Tasks that take longer can carry on after the answer. When you ask Centrus to run something in the background, it sends a further message when the task finishes, or if it fails.

WhatsApp shows no typing indicator while Centrus works, so an answer that needs a search or a look-up in another system can take a little while to arrive after the please wait message.

Answers on WhatsApp come from the same knowledge and the same tools as on the web, but a WhatsApp conversation is simpler.

What you can doOn WhatsAppChat on the web

Answers from Train documents, with sources

Your integrations and Agent Builder chat tools

Tags in one conversationOne, chosen at the startOne or more

Photos and documents you sendImages, PDF and Word

Speaking instead of typingVoice notes, transcribedDictation and Live voice

Documents Centrus createsSent as a file, with a linkA file card in the chat

Web search buttonNo button: set by the tag

Image generation

• One to one only. Centrus answers in your own one-to-one chat with its number and does not take part in WhatsApp groups. Nobody else sees your conversation on WhatsApp.
• One tag per conversation. To use a different tag, restart the chat as described below.
• No image generation or Live voice. Both are only available on the web.

On site, it is often quicker to speak or take a photo than to type. Centrus reads three kinds of message besides text: voice notes, photos and documents.

Voice notes are turned into text before Centrus answers. It sends the transcript back first, so you can check what it heard, and then answers the question as if you had typed it. A voice note can be up to 25 MB; a longer one is refused with a message asking you to send something shorter.

09:41

Centrus

DH

0:1407:52

Message received, generating response, please wait…

07:52

Voice note transcribed, AI generating response please wait… Transcript: "How do I get into the plant room at Riverside House?"

07:52

Check what Centrus heard

Use the side gate on Mill Lane. The site manager holds the access code, so ask them when you arrive. Sources - Riverside House site notes.pdf

07:53

Message

Photos and documents can be images, PDFs or Word documents. Add your question as the caption and Centrus answers it with the file in front of it, for example reading a gauge or a data plate and checking it against the manual.

09:41

Centrus

Riverside House plant room. Boiler pressure is reading this from cold. OK to leave it?

11:40

Message received, generating response, please wait…

11:40

The gauge is reading about 0.5 bar. The Riverside House boiler O&M manual gives 1 to 1.5 bar when the system is cold, so it needs topping up before you leave. Repressurise through the filling loop to 1.2 bar, close both valves, then check the gauge again after ten minutes. If it drops again, look for a leak or a failed expansion vessel and log it on the job. Sources - Riverside House boiler O&M manual.pdf

11:41

Message

• Choose a tag first. Centrus needs a conversation to attach the file to. If you send a file before choosing a tag, it replies Please select your WhatsApp tag first, then resend the attachment so I can process it.
• Photos without a caption are collected for about 15 seconds, in case more are on the way. Centrus then confirms it has them and asks what you would like done.
• Other file types, such as spreadsheets or videos, get the reply That attachment type is not supported yet. To ask about a spreadsheet, upload it in Chat in the web app instead.
• Files you send stay with that conversation. They are not added to Train, so they are not used in anyone else's answers. To share a document with everyone, upload it to Train.

Ask Centrus for a document, such as a filled-in RAMS as a PDF or a spreadsheet of readings, and it creates the file as it would on the web. On WhatsApp the answer ends with a Files list linking to each file, and the file itself follows as a WhatsApp attachment you can open, save or forward.

09:41

Centrus

Send me the Gas Safe RAMS template filled in for Riverside House, as a PDF

14:05

Message received, generating response, please wait…

14:05

Here is the RAMS for Riverside House, filled in from the Gas Safe RAMS template with the site address, the access arrangements and the plant room hazards.

Files - RAMS Riverside House.pdf: https://app.centrus.ai/files/rams-riverside-house.pdf1

14:07

RAMS Riverside House.pdf3 pages · PDF · 212 kB

14:07

2

Message

1. 1Files lists each file Centrus created, with a link. The links stop working after seven days.
2. 2The file itself, sent as a WhatsApp document.

WhatsApp sends images up to 5 MB, and PDF, Word, Excel and PowerPoint files up to 16 MB. Anything larger or of another type arrives as a link only, so save it before the link expires. The same files are in the conversation on the web. See Files Centrus makes for you for the kinds of document it can create.

To switch to a different tag, send RESTART CHAT, in capitals or not. Centrus lists your tags again and you choose one, as you did the first time. Your next question then starts a new conversation under the new tag.

09:41

Centrus

RESTART CHAT

15:30

Any mix of capitals works

Message received, generating response, please wait…

15:30

Chat restarted! Please select a tag to start chatting again. Reply with the number or tag name: 1. Technical 2. SOPs

15:30

SOPs

15:31

Message received, generating response, please wait…

15:31

Tag selected: SOPs How can I help you today?

15:31

Message

Restarting does not delete anything. The earlier conversation is closed and stays in your chat history on the web, and WhatsApp keeps every message on your phone as before. Typing reset, or asking Centrus to start again in other words, does not restart the chat.

An admin can also make Centrus restart on its own after a quiet spell. In the Edit employee window, switch on WhatsApp Auto-Restart and choose how long, from 1 hour to 1 week. The next message after that time gets the tag list instead of an answer, so choose a tag and ask again.

Your WhatsApp conversations also appear in your chat history in Chat on the web, titled from your first question. You can open one to read the answers, their sources and any files, but you cannot reply there. The message box is replaced by a note that reads This is a WhatsApp-generated thread. You cannot send messages here. Carry on in WhatsApp instead.

Search chats, messages, and people...

Your personal chat history, excluding agent-generated threads.

DH

Dylan HughesTechnical

1

09 Oct 10:25

Boiler fault F28 at Riverside HouseF28 is an ignition lockout: the boiler tried...

DH

Dylan HughesSOPs07 Oct 16:20

Gas Safe RAMS for Mill LaneHere is the RAMS template, filled in for...

DH

Dylan HughesTechnical06 Oct 11:47

Zone 3 detector 14 faultStart at the detector head and its base...

Dylan Hughes

Boiler fault F28 at Riverside House

WhatsApp2

last message sent: about 2 hours ago

Technical

The boiler in the Riverside House plant room is showing fault F28. What should I check first?

10:24

F28 is an ignition lockout: the boiler tried to light and did not detect a flame. The Riverside House boiler O&M manual suggests checking, in order:

Sources:

• • Riverside House boiler O&M manual.pdf
• • Boiler fault codes.txt

10:25

This is a WhatsApp-generated thread. You cannot send messages here.

3

1. 1The WhatsApp logo beside the tag marks a conversation held on WhatsApp.
2. 2The WhatsApp label beside the title.
3. 3The read-only note in place of the message box.

Unlike Teams conversations, WhatsApp conversations also appear on the Team tab, so team leaders can read the WhatsApp chats of the people in their teams. See Share a chat and see team history.

Each answer on WhatsApp uses the same message credits as on the web, plus 1 credit for the WhatsApp delivery. With GPT-5.6 Terra, the recommended model, that comes to 3 credits an answer.

The model's share depends on the AI model your organisation uses, or the one you have chosen for yourself. See Choose the AI model for the cost of each, and Credits for how the allowance works.

• Only the please wait message, then nothing means Centrus did not find your number on any user. Check that Phone on Settings, Account matches your WhatsApp number exactly, in the form +447700900123.
• You don't have any tags means your user has no tags yet. Ask an admin to add one.
• Please select a valid tag. means your reply did not match a number or a tag name on the list.
• Your organisation has reached its message limit means the message credits have run out. Ask an admin to check Plan and usage.
• Sorry, there was an error processing your message means Centrus could not answer that message. A common cause is a tag that has been deleted since the conversation began. Send RESTART CHAT to choose a tag again.

There is nothing to disconnect on the WhatsApp card. To stop Centrus recognising your phone, clear Phone on Settings, Account and click Save changes, or ask an admin to clear it in Edit employee. Do the same if you change your mobile number, then add the new one.

Your earlier WhatsApp conversations stay in Chat on the web, and on your phone until you delete them in WhatsApp.