> ## Documentation Index > Fetch the complete documentation index at: https://docs.miraiminds.co/llms.txt > Use this file to discover all available pages before exploring further. # WhatsApp Integration > Connect WhatsApp Business API with Voice Agents to enable seamless customer communication through voice and text messaging. ## Overview Voice Agents integrates with WhatsApp Business API to provide a unified communication experience. Customers can seamlessly switch between voice calls and WhatsApp messaging, with conversation context maintained across both channels. This creates a more flexible and accessible customer service experience. Seamlessly transition conversations between voice and WhatsApp messaging while maintaining full context. Send images, documents, location data, and interactive buttons through WhatsApp integration. Provide instant responses via WhatsApp even when voice agents are busy with other customers. Connect with customers worldwide using their preferred messaging platform. ## Prerequisites Before setting up WhatsApp integration, ensure you have: * **WhatsApp Business Account** - Verified business account on WhatsApp * **Meta Business Manager** - Access to Meta Business Manager with admin permissions * **Phone Number** - Verified business phone number (cannot be used on regular WhatsApp) * **Voice Agents Account** - Active Voice Agents platform subscription ## Required Information You'll need to collect these details during setup: * **App ID** - Your Meta app identifier * **Phone Number ID** - WhatsApp Business phone number identifier * **WhatsApp Business Account ID** - Business account identifier * **Access Token** - Permanent access token with messaging permissions * **Webhook Verify Token** - Custom token for webhook verification ## Setup Guide ### Step 1: Create or Select Meta App **Option A: Create New App** 1. Visit [Meta for Developers](https://developers.facebook.com/) 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. Ensure the app has appropriate permissions for WhatsApp Business Meta Developer Dashboard ### Step 2: Configure WhatsApp Business API 1. **Add WhatsApp Product** * In your app dashboard, navigate to **"WhatsApp" → "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"** WhatsApp API Setup ### Step 3: Collect Required IDs Once your phone number is configured: 1. **Select your verified WhatsApp Business number** from the dropdown 2. **Record these important values:** * **Phone Number ID** - Found below the selected number * **WhatsApp Business Account ID** - Located to the right of the Phone Number ID * **App ID** - Displayed in the top-left corner of the dashboard WhatsApp Business IDs Keep these IDs secure and accessible - you'll need them to complete the Voice Agents integration. ### Step 4: Generate Permanent Access Token 1. **Open WhatsApp Business Manager** Navigate to [Meta Business Manager](https://business.facebook.com/) and access WhatsApp Manager. WhatsApp Business 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. Business Settings 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. System Users 6. **Generate Access Token** Click **"Generate New Token"** and configure: * **App Selection**: Choose the app you configured in previous steps App Selection * **Token Expiration**: Select **"Never"** for a permanent token Token Expiration * **Required Permissions**: * `whatsapp_business_messaging` - Send and receive messages * `whatsapp_business_management` - Manage business settings 7. **Secure Your Token** Copy and securely store the generated access token. This token provides full access to your WhatsApp Business messaging capabilities. Never share your access token publicly or commit it to version control. Treat it like a password. ### Step 5: Create Message Templates WhatsApp requires pre-approved templates for business-initiated conversations: 1. **Access Template Manager** Go to **WhatsApp Manager → 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** Templates typically get reviewed within 24 hours. Only approved templates can be used 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) Template Creation ### 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 verify the integration is working correctly. ## Use Cases & Capabilities Once integrated, your Voice Agents can: ### Customer Support * **Seamless handoffs** between voice and WhatsApp * **Rich media sharing** like 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 strategically to enhance communication ### 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