Connect your AI agents with WhatsApp Business to engage with customers directly through one of the world’s most popular messaging platforms. The WhatsApp Business integration enables your agents to handle customer inquiries, provide support, and deliver personalized experiences through WhatsApp’s familiar interface.

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Connect the integration

Setting up the WhatsApp Business integration with Relevance AI is straightforward:
  1. Navigate to the “Integrations” page in the sidebar of your Relevance AI dashboard
  2. Locate and click on “WhatsApp Business”
  3. Click the “Add Integration” button
  4. Follow the authentication flow to connect your WhatsApp Business account
  5. Once connected, you’ll see your WhatsApp Business account listed under active integrations

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Setting up triggers

The WhatsApp Business integration allows you to create powerful triggers that automatically activate your AI agents when specific events occur. This enables seamless customer engagement without manual intervention.
The Whatsapp for Business 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 a WhatsApp trigger:
  1. Go to your agent’s profile page
  2. Under “Triggers”, select “WhatsApp Business”
  3. Configure the trigger settings:
    • Trigger on new messages: Activate your agent when a customer sends a message to your WhatsApp Business number
    • Trigger on specific keywords: Set your agent to respond only when certain keywords or phrases are detected
    • Trigger based on customer attributes: Configure triggers based on customer data or conversation context
Once configured, your agent will automatically engage with customers through WhatsApp when the trigger conditions are met.

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Tools & Tool Steps

The WhatsApp Business integration provides a rich set of actions that your agents can use to interact with customers. These actions can be incorporated into your agent’s workflow to create sophisticated conversation flows and deliver exceptional customer experiences. Here are some of the key actions available:

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Send Message

Send text messages to customers through WhatsApp. This action supports rich text formatting, allowing your agent to send well-structured, easy-to-read messages.

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Send Media

Share images, documents, videos, or audio files with customers. This is perfect for sending product catalogs, instructional materials, or visual content to enhance the conversation.

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Send Template Message

Utilize pre-approved message templates for common scenarios like welcome messages, order confirmations, appointment reminders, and more. Templates ensure compliance with WhatsApp’s policies while maintaining consistent communication.

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Send Interactive Messages

Create interactive experiences with buttons, list messages, and reply buttons that guide customers through specific flows or help them make selections without typing lengthy responses.

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Get Customer Profile

Retrieve customer profile information to personalize interactions based on available data, such as name, profile picture, or previous interaction history.

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Mark Messages as Read

Update message status to “read” to provide customers with confirmation that their messages have been received and processed.

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Create Groups

Create WhatsApp groups for specific purposes, such as product launches, support communities, or team discussions.

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Manage Contacts

Add, update, or retrieve contact information to maintain an accurate customer database. These are just a few examples of the many actions available through the WhatsApp Business integration. The platform offers numerous additional capabilities to support complex business workflows and customer engagement strategies.

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Use the integration’s API tool step (advanced)

For advanced users who need more customized functionality, Relevance AI provides direct access to the WhatsApp Business API through a dedicated API tool step:
  1. Create a new tool in your Relevance AI dashboard
  2. Scroll down to Tool-steps
  3. Add the WhatsApp Business API tool-step
  4. Select your connected WhatsApp Business account from the dropdown
With the API tool step, you can build custom tools that leverage the full power of the WhatsApp Business API, including:

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Custom Message Formatting

Create highly customized message formats with advanced formatting options not available through standard actions.

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Batch Operations

Send messages to multiple recipients simultaneously or perform bulk operations on conversations.

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Advanced Media Handling

Implement sophisticated media processing workflows, such as image analysis or document processing before sending responses.

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Integration with External Systems

Connect WhatsApp conversations with external databases, CRMs, or business systems to create unified customer experiences.

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Custom Analytics

Build specialized analytics tools to track conversation metrics, customer engagement patterns, or agent performance. The API tool step gives you complete flexibility to extend the capabilities of the WhatsApp Business integration to meet your specific business requirements.

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Frequently asked questions (FAQs)