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Connect your WhatsApp Business account and give your agents the ability to send messages, share media and documents, manage templates, and interact with contacts through the WhatsApp Business API.

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What you unlock

Messaging

Send text messages, reply to conversations, and mark messages as read across your WhatsApp Business channels.

Rich media and documents

Share images, videos, audio, documents, locations, and contact cards in conversations.

Template and interactive messages

Send pre-approved template messages, interactive button menus, and list pickers for structured customer interactions.

Business profile management

View and update your WhatsApp Business profile, manage phone numbers, and organize message templates.

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Connect WhatsApp

1

Open Settings → Integrations

In any workspace go to Settings → Integrations and select WhatsApp.
2

Authorize with WhatsApp Business

Click Connect and follow the OAuth flow to link your WhatsApp Business account. You will need access to a Meta Business Suite account with a WhatsApp Business API setup.
3

Add WhatsApp to an agent

Open the agent and enable only the WhatsApp actions it needs.

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Agent tools

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Messages

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Media

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Templates and business

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Triggers

Triggers are not yet available for WhatsApp. When trigger support is added, you will be able to start agent tasks automatically based on incoming messages and delivery events.

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Example use cases

After a purchase is completed, have your agent send a personalized template message via WhatsApp with order details, tracking info, and a thank-you note.
When a customer messages your business number, an agent can reply with an interactive list of common topics (order status, returns, FAQs) and route the conversation accordingly.
Use approved templates to send product updates, appointment reminders, or event invitations to a list of opted-in contacts.

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Troubleshooting

Ensure your Meta Business Suite account has the WhatsApp Business API properly set up. You need a verified business, a registered phone number, and the WhatsApp Business app configured in Meta for Developers.
WhatsApp requires all proactive messages to use pre-approved templates. Submit your template for review in the Meta Business Suite. Templates with prohibited content (e.g., promotions without opt-in) will be rejected.
WhatsApp enforces a 24-hour messaging window after the customer’s last message. Outside this window, you must use an approved template message to initiate conversation.
Check that files meet WhatsApp’s size and format requirements: images (JPEG, PNG, max 5 MB), documents (PDF, max 100 MB), videos (MP4, max 16 MB), audio (AAC, MP3, max 16 MB).

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