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Connect the integration

Connecting your WhatsApp account to Relevance AI is a straightforward process:
  1. Go to the “Integrations” page in the sidebar.
  2. Click on “WhatsApp”.
  3. Click on the “Add Integration” button.
  4. In the pop-up window, sign into your WhatsApp Business account.
  5. Follow the authorization steps to grant Relevance AI access to your WhatsApp account.
  6. Once connected, you’ll see your WhatsApp account listed under active integrations.

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Setting up triggers

WhatsApp Integration can be configured as a trigger for your AI agents, allowing them to automatically respond when messages are received through WhatsApp.
The WhatsApp Trigger is considered a Premium trigger, and is only available to Team plans and above. If you use this Trigger, you will incur an additional 5000 credits per month for each connected account in your organization.
To set up WhatsApp as a trigger:
  1. Create a new agent or edit an existing one.
  2. Navigate to the “Triggers” section in “Agent Profile”.
  3. Select “WhatsApp” from the available triggers.
  4. Choose the WhatsApp account you want to connect to this agent.
  5. Configure trigger conditions (optional):
    • Respond to all incoming messages
    • Respond only to specific contacts or groups
    • Respond based on message content filters
  6. Save your trigger configuration.
Once set up, your agent will automatically activate when new WhatsApp messages that match your trigger conditions are received, enabling real-time customer engagement.

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Tools & Tool Steps

WhatsApp integration provides powerful tools and actions that your agents can use to engage with customers. These actions can be incorporated into your agent’s workflow at any point, not just as triggers. Here are some of the key WhatsApp actions available:

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Send WhatsApp Message

Send text messages to individual contacts or groups. Input parameters:
  • Recipient phone number or group ID
  • Message content
  • Optional: Attachments

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Send WhatsApp Media

Share images, documents, or other media files with your contacts. Input parameters:
  • Recipient phone number or group ID
  • Media type (image, document, audio, video)
  • Media URL or file
  • Optional: Caption

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Send WhatsApp Template Message

Use pre-approved message templates for business communications. Input parameters:
  • Recipient phone number
  • Template name
  • Template parameters

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Get WhatsApp Conversation History

Retrieve previous messages from a specific conversation. Input parameters:
  • Contact phone number
  • Optional: Time range

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Mark WhatsApp Message as Read

Update the read status of messages. Input parameters:
  • Message ID
These are just a few examples of the many WhatsApp actions available. Your agents can leverage these tools to create sophisticated customer engagement workflows, from automated support responses to personalized marketing campaigns.

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Use the integration’s API tool step (advanced)

In addition to the tools and actions available in the directory, you can build custom tools that perform WhatsApp activities by using the WhatsApp API Call tool step:
  1. Create a new tool.
  2. Scroll down to Tool-steps.
  3. Add WhatsApp API tool-step.
  4. Select your connected WhatsApp account in the dropdown.
This advanced approach gives you direct access to the WhatsApp Business API, allowing for more complex and customized interactions:

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Example API call:

{
  "endpoint": "/messages",
  "method": "POST",
  "body": {
    "to": "{{recipient_number}}",
    "type": "text",
    "text": {
      "body": "{{message_content}}"
    }
  }
}

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Frequently asked questions (FAQs)