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Whatsapp Configuration

Airgentic Help

WhatsApp Configuration

This guide explains the main WhatsApp settings and decisions that affect your Airgentic service.

Most WhatsApp setup is completed with Airgentic during onboarding because it depends on Meta, Twilio, and the approved WhatsApp business number. After setup, customer administrators usually focus on the service behaviour: prompts, knowledge sources, escalation wording, source links, and launch messaging.

Where WhatsApp Is Configured

WhatsApp onboarding is managed from the Airgentic admin console:

/whatsapp/onboarding?service=<service_id>

The verification checklist is available at:

/whatsapp/checklist?service=<service_id>

These pages are normally used by Airgentic and authorised customer administrators during setup. They may not appear in the main navigation for every account.

Main WhatsApp Components

Component What it controls Who usually manages it
WhatsApp business number The number users message or call. Your organisation + Airgentic
Display name The name shown in the WhatsApp chat header. Your organisation, approved by Meta
Meta Business Portfolio / WABA Business ownership, verification, quality rating, and messaging limits. Your Meta Business Manager admin
Airgentic service The prompts, knowledge sources, response behaviour, and reporting. Customer admins + Airgentic
Twilio connection Technical connection between WhatsApp and Airgentic. Airgentic

Channel Capabilities

Your WhatsApp setup may include one or more of the following:

  • Text messages - users type a question and receive a written answer.
  • Voice notes - users send a recorded WhatsApp voice note and receive a written answer.
  • Live calls - users place a WhatsApp call and speak with the AI in real time.
  • Source links - answers include source links when the response is grounded in website pages, documents, or other indexed content.

If you are not sure which capabilities are enabled for your service, check with Airgentic support or review the WhatsApp verification checklist for that service.

Service Behaviour

WhatsApp generally uses the same Airgentic service configuration as your website assistant. The most important settings are:

  • Knowledge sources - the pages, documents, and data sources the assistant can answer from.
  • Agent prompts - the instructions that define tone, role, guardrails, and escalation behaviour.
  • Voice mode settings - the greeting, style, and behaviour used for live voice calls.
  • Human handoff wording - how the assistant explains escalation or contact options.
  • Citation/source behaviour - whether and how source links are shown in answers.

See:

WhatsApp is usually a shorter, more conversational channel than a website answer page.

When reviewing prompts, consider asking the assistant to:

  • Keep answers concise.
  • Use plain language.
  • Ask a follow-up question when the user's request is unclear.
  • Include source links when they are useful.
  • Avoid long lists unless the user asks for detail.
  • Explain when the answer depends on policy, eligibility, location, or personal circumstances.

For live calls, keep spoken answers especially brief. The written follow-up in the chat thread can carry links and details that are easier for the user to read afterwards.

Phone Number and Display Name

Your WhatsApp business number and display name are visible to users.

Before launch, confirm:

  • The number is correct and approved for use with WhatsApp.
  • The display name matches your brand and Meta's naming rules.
  • The number is included in any website, QR code, campaign, or support material exactly as intended.
  • Your team knows whether users should message, call, or do both.

Changing the number or display name after launch may require additional Meta or Twilio steps. Contact Airgentic before making changes.

Live Calling Settings

Live WhatsApp calls use the same voice-agent behaviour as other Airgentic voice channels, unless your service has a custom configuration.

Review:

  • The voice welcome prompt.
  • The voice preamble prompt.
  • Whether the assistant should keep answers short.
  • What the assistant should do when it cannot answer.
  • Whether users should receive written source links in the WhatsApp thread.

See Voice Mode.

Source links help users verify the answer and continue to a relevant page, form, policy, document, or product.

For best results:

  • Keep source content up to date.
  • Use clear page titles and document titles.
  • Make sure important pages are indexed.
  • Test realistic WhatsApp questions before launch.
  • Review answers that should include links but do not.

If source links are missing or wrong, the cause is usually the underlying service content, indexing, or prompt behaviour rather than WhatsApp itself.

Verification Checklist

Before launch, use the WhatsApp checklist to confirm:

  • Text questions work.
  • Voice notes are understood.
  • Live calls work, if enabled.
  • Source links appear where expected.
  • The display name looks correct.
  • Usage and insights are captured.

The checklist is available at:

/whatsapp/checklist?service=<service_id>

Changing Configuration After Launch

Contact Airgentic before changing:

  • The WhatsApp number.
  • The Meta Business Portfolio or WABA ownership.
  • The display name.
  • The live-calling setup.
  • The service connected to the WhatsApp sender.

Customer administrators can usually update prompts, content, documents, and service behaviour through the standard Airgentic admin tools, but changes that affect the WhatsApp connection itself should be coordinated with Airgentic.

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