Contacts and conversations
Use permitted identity and thread context without exposing unrelated customer information.
Integration workflow
AI Agents for WhatsApp
Coordinate permitted customer conversations on WhatsApp while respecting opt-in, template rules, conversation context, personal data, and reliable human handoff.
What agents can do with WhatsApp
Use the system inside a bounded workflow
✓Classify inbound questions and collect permitted request details.
✓Draft grounded support replies or approved reminders.
✓Qualify leads with transparent questions and route them to an owner.
Objects and actions
Be explicit about what the connection can read or change
Messages and templates
Prepare approved text or template-based messages within channel and consent rules.
Media and delivery status
Handle supported media cautiously and record delivery or failure for follow-up.
Common business workflows
Realistic ways to use WhatsApp
Inbound support triage
Classify the request, retrieve approved guidance, draft a reply, and transfer complaints or account-sensitive issues to a person.
Appointment reminder
Select opted-in recipients, prepare an approved reminder, verify timing, and route replies or rescheduling requests.
Agents and use cases
Connect WhatsApp to a defined business job
Customer Support Agent
View details →Lead Qualification Agent
View details →AI Receptionist Agent
View details →Related outcome-led workflows
Permissions and security
Start with least privilege
Connection access should be limited to the resources and actions needed for the chosen workflow.
✓Use only approved business accounts, recipient data, templates, and conversation context.
✓Maintain opt-in, opt-out, quiet-hour, retention, and regional messaging rules.
✓Separate messaging permission from CRM or commerce write access.
Connection notes
Plan for schema, identity, limits, and failure
✓Confirm account setup, templates, sender identity, webhook events, language, media handling, and human takeover behavior.
✓Deduplicate incoming events and respect delivery failures or expired conversation windows.
✓Plan a clear fallback when the connection or receiving team is unavailable.
Human controls
Review before consequential action
Approval gates keep accountable owners involved when a workflow could affect customers, money, permissions, records, or external communication.
✓Require human review for complaints, emergencies, financial terms, legal claims, account changes, and sensitive personal information.
✓Stop approved outbound messaging after opt-out and transfer ambiguous conversations to an authorized person.
FAQ
Questions to answer before connecting WhatsApp
Can an agent message any phone number?
No. Messaging must follow valid consent, account, template, regional, and channel requirements.
How does a person take over?
The workflow should preserve the thread, summary, owner, and escalation reason so an authorized teammate can continue.
Plan a controlled WhatsApp workflow.
Discuss the objects, permissions, approvals, and business outcome your implementation needs.