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Whatsapp Overview

Airgentic Help

WhatsApp

Airgentic can connect your AI service to WhatsApp so people can ask questions from a familiar chat app instead of visiting your website first.

Depending on your setup, the WhatsApp channel can support:

  • 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 WhatsApp calls - users call the WhatsApp business number and speak to the AI agent in real time.
  • Source links - answers can include links to the pages, documents, or sources used to generate the response.

WhatsApp is usually configured by Airgentic together with your organisation's communications, digital, or IT team. The setup depends on Meta and Twilio approval steps, so it is best planned before a launch date.

How WhatsApp Fits with Your Airgentic Service

WhatsApp is another channel for the same underlying Airgentic service. The agent, prompts, knowledge sources, guardrails, and reporting are shared with your configured service unless your implementation has been customised.

For example, a website assistant and a WhatsApp assistant can answer from the same indexed website pages and documents. This keeps answers consistent across channels and reduces duplicated maintenance.

What Users Experience

Text Messages

A user sends a WhatsApp message to your business number. Airgentic responds in the same WhatsApp thread with a written answer.

If citations are enabled, the response can include source links. This is useful when the answer refers to a policy, service page, form, product page, or other source the user may want to open.

Voice Notes

A user records a WhatsApp voice note and sends it to the business number. Airgentic transcribes the voice note, processes it like a text question, and replies with a written answer and links.

This is useful for mobile users who prefer to speak but still need clickable links.

Live Calls

A user places a WhatsApp call to the business number. Airgentic answers through the voice agent, allowing a real-time spoken conversation.

When the answer uses source material, Airgentic can also send the written answer and source links into the same WhatsApp chat thread. This means users can hear the answer immediately and still receive tappable links afterwards.

Ownership and Setup Model

Your organisation owns its WhatsApp presence. This usually includes:

  • Your Meta Business Portfolio.
  • Your WhatsApp Business Account (WABA).
  • The business phone number used for WhatsApp.
  • The approved display name shown to users.
  • Messaging limits, quality rating, and Meta business verification status.

Airgentic helps connect that WhatsApp presence to your Airgentic service through Twilio and the Airgentic admin console.

What Your Organisation May Need to Provide

Before WhatsApp can go live, your team may need to provide or confirm:

  • The business or brand name users should see in WhatsApp.
  • The phone number to use for WhatsApp.
  • Access to the organisation's Meta Business Portfolio.
  • A team member who can complete Meta Embedded Signup.
  • Approval to verify the business in Meta Business Manager, if required.
  • Confirmation that the WhatsApp channel fits your privacy, records, and customer-service processes.

For live calling, additional Meta eligibility requirements may apply. Airgentic will confirm these during onboarding.

When to Use WhatsApp

WhatsApp is a good fit when:

  • Your audience commonly uses WhatsApp on mobile.
  • Users need quick answers without navigating a website.
  • Your organisation wants a familiar messaging or voice channel.
  • Users may benefit from receiving source links in a chat thread.
  • You want to support both typed and spoken questions.

It may be less suitable when:

  • Users must authenticate before asking questions.
  • The conversation includes highly sensitive personal information.
  • Your organisation requires all interactions to happen inside an existing portal or case-management system.
  • Your audience does not commonly use WhatsApp.

Guides in This Section

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