WhatsApp Integration

​

Overview

Voice Agents integrates with the WhatsApp Business API, so customers can switch between voice calls and WhatsApp messages and the conversation context carries over between the two.

​

Prerequisites

Before you set up the WhatsApp integration, you need:

• WhatsApp Business Account: a verified business account on WhatsApp
• Meta Business Manager: access to Meta Business Manager with admin permissions
• Phone Number: a verified business phone number (it can’t also be used on regular WhatsApp)
• Voice Agents Account: an active Voice Agents platform subscription

​

Required Information

You’ll collect these details during setup:

• App ID: your Meta app identifier
• Phone Number ID: the identifier of your WhatsApp Business phone number
• WhatsApp Business Account ID: the business account identifier
• Access Token: a permanent access token with messaging permissions
• Webhook Verify Token: a custom token for webhook verification

​

Setup Guide

​

Step 1: Create or Select Meta App

Option A: Create New App

1. Visit Meta for Developers
2. Click “Create App” in the top-right corner
3. Select “Business” as your app type
4. Provide required details:
   • App name (e.g., “Your Company Voice Agent”)
   • Contact email address
   • Business Manager account (if applicable)
5. Click “Create App” to proceed

Option B: Use Existing App If you already have a Meta app:

1. Access your Meta for Developers dashboard
2. Select your existing app from the “My Apps” section
3. Check that the app has the right permissions for WhatsApp Business

​

Step 2: Configure WhatsApp Business API

1. Add WhatsApp Product
   • In your app dashboard, go to “WhatsApp” and then “API Setup”
   • If WhatsApp isn’t added, click “Add to App” next to WhatsApp
2. Configure Phone Number
   • Under “Send and receive messages”, go to “Step 1: Select phone numbers”
   • In the “From” dropdown, you’ll see:
     • Test numbers (for development only)
     • Your verified WhatsApp Business numbers
   • To add a new number, click ”➕ Add Phone Number”

​

Step 3: Collect Required IDs

Once your phone number is configured:

1. Select your verified WhatsApp Business number from the dropdown
2. Record these values:
   • Phone Number ID: shown below the selected number
   • WhatsApp Business Account ID: to the right of the Phone Number ID
   • App ID: in the top-left corner of the dashboard

​

Step 4: Generate Permanent Access Token

1. Open WhatsApp Business Manager Navigate to Meta Business Manager and access WhatsApp Manager.
2. Select Business Portfolio Choose your business portfolio from the top-left dropdown menu.
3. Access Business Settings Click “Business Settings” to manage your business configuration.
4. Navigate to System Users In the left sidebar, select “System Users” under the Users section.
5. Select Admin User Choose a system user with Admin or Full Access permissions.
6. Generate Access Token Click “Generate New Token” and configure:
   • App Selection: Choose the app you configured in previous steps
   
   • Token Expiration: Select “Never” for a permanent token
   
   • Required Permissions:
     • whatsapp_business_messaging: send and receive messages
     • whatsapp_business_management: manage business settings
7. Secure Your Token Copy the generated access token and store it securely. It gives full access to your WhatsApp Business messaging.

​

Step 5: Create Message Templates

WhatsApp requires pre-approved templates for business-initiated conversations:

1. Access Template Manager In WhatsApp Manager, go to Message Templates.
2. Create New Template Click “Create Template” and provide:
   • Template Name: Descriptive name (e.g., order_confirmation)
   • Category:
     • Marketing: promotional content
     • Utility: account updates, order status
     • Authentication: verification codes, security alerts
   • Language: Your target language (e.g., en_US)
   • Message Content: Include dynamic variables using {{1}}, {{2}} syntax
3. Submit for Review WhatsApp usually reviews templates within 24 hours. You can use only approved templates for business-initiated messages.
4. Template Best Practices
   • Keep messages concise and relevant
   • Use clear variable placeholders
   • Follow WhatsApp’s messaging policies
   • Create templates for common use cases (order updates, appointment reminders, support responses)

​

Step 6: Connect to Voice Agents

1. Access Voice Agents Dashboard Log in to your Voice Agents platform and navigate to Integrations.
2. Configure WhatsApp Integration Click “Connect” next to WhatsApp and provide:
   • App ID (from Step 3)
   • Phone Number ID (from Step 3)
   • WhatsApp Business Account ID (from Step 3)
   • Access Token (from Step 4)
   • Webhook Verify Token (create a custom secure string)
3. Test Connection Send a test message to check that the integration works.

​

Use Cases & Capabilities

With the integration in place, Voice Agents supports the following.

​

Customer Support

• Handoffs between voice and WhatsApp
• Rich media sharing, such as product images, receipts and documents
• Quick replies with predefined response options
• Interactive buttons for common actions

​

Business Communications

• Order confirmations with tracking links
• Appointment reminders with rescheduling options
• Support ticket updates with status changes
• Marketing messages (with proper opt-in consent)

​

Advanced Features

• Location sharing for store locations or delivery tracking
• Multi-language support with localized templates
• Analytics integration for message performance tracking
• CRM synchronization for unified customer profiles

​

Best Practices

​

Compliance & Privacy

• Always obtain proper consent before messaging customers
• Respect opt-out requests immediately
• Follow WhatsApp Business Policy guidelines
• Implement proper data retention policies

​

Message Optimization

• Use approved templates for business-initiated messages
• Keep response times under 24 hours during business conversations
• Provide clear next steps in every interaction
• Use rich media where it makes the message clearer

​

Integration Management

• Monitor webhook delivery and response times
• Implement proper error handling and retry logic
• Set up alerts for API rate limit warnings
• Regularly review and update message templates