Skip to main content
To answer WhatsApp with AI, you need a connected channel and a text agent assigned through that channel’s rules. Creating either one alone does not complete the setup.

​
Connect WhatsApp

Open Settings → Inbox → Channels → New Channel, choose WhatsApp Business, and complete the supported Facebook connection flow. You can reuse an organization’s existing business account. Check that the channel is active. Manual credential setup and the Instagram/Messenger options are not available as completed connection flows yet.

​
Create the text agent

  1. Open Agents → New agent → Text agent when enabled for the organization.
  2. Review its name, description, model, and time zone.
  3. Write instructions describing its role, objective, supported information, and handoff behavior.
  4. Add only the tools the agent needs and configure their destinations and required data.
  5. Save each configuration tab. Text-agent settings do not use the voice-agent draft/publication workflow.

​
Test before assigning traffic

Use the text-agent sandbox for prompt behavior, missing information, and tool choices. Sandbox tools are simulated; a successful simulation does not prove a real endpoint or integration works. The separate HTTP endpoint test sends a real request.

​
Assign the channel

Open the channel’s Assignment settings. Add or edit the rule that should apply, select AI and your text agent, and review schedule, time zone, fallback, and order. Save the channel configuration. Review Replies as well: out-of-hours behavior and a fixed greeting can affect whether an AI answer is sent. If a person already owns a conversation, inspect its assignment before expecting the AI to resume.

​
Verify with a phone

Open the test QR/link and send a controlled message to the channel. Confirm it arrives in Messages, the expected rule assigns it, and the answer follows your instructions. Try a missing-data question and a human-handoff request. Watch the WhatsApp reply-window indicator. When free-form replies are unavailable, use an approved template through the supported flow. Enable experimental follow-ups only after reviewing their timing, schedule, and behavior.

​
Frequently asked questions

Check active channel, assignment rule, agent settings, business hours, fixed greetings, and human takeover.
No. WhatsApp assignment uses a text agent; voice and text agents have separate configuration.
No. It simulates the agent conversation and tool effects. Verify the real channel separately.
Check organization access with an administrator or support.

​
See also