WhatsApp Channel
WhatsApp lets your agent receive and reply to WhatsApp messages on a business number connected to the agent.
Inbound WhatsApp calls are supported. Outbound WhatsApp calling is not exposed as an active agent tool yet.
Why it matters for your business
- Save money: answer common questions without manual messaging.
- Work faster: Guests can continue the conversation in a channel they already use.
- Standardize service: WhatsApp replies use the same agent context and instructions.
- Delight every Guest: communication feels natural and easy.
Requirements
You typically need:
- a phone number assigned to the agent,
- a WhatsApp Business setup path,
- permission to manage the business account,
- a number that is not already active on a conflicting WhatsApp setup.
Step-by-step in the app
- Open Agent → Connections.
- Select WhatsApp.
- Choose the agent phone number to connect.
- Complete the WhatsApp Business setup flow.
- Enable automatic replies if needed.
- Send a test message.
- Review WhatsApp conversations in History.
What appears in History
WhatsApp messages appear in the same Guest timeline as voice calls and SMS when Voicetta can match the phone number in the workspace.
Cost note
Release notes describe agent-sent WhatsApp messages as $0.0001 per message. Treat displayed costs as operational estimates; billing pages and invoices remain the source for wallet and invoice status.