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WhatsApp Agent

The WhatsApp Agent lets you connect a WhatsApp Business number so an AI agent can answer incoming WhatsApp messages from your customers automatically — the same way the Chat Agent handles conversations on your website. Your team can also reply by hand, and every WhatsApp conversation lands in the same Chats inbox as your web chats.

note

The WhatsApp Agent is available on plans that include it. If you don't see a WhatsApp Agents option under Settings → AI Agents, your plan doesn't include WhatsApp agents yet — contact your account owner or support to enable it.

What it does​

  • Answers inbound WhatsApp messages with your AI agent, using your Knowledge Base and a per-agent system prompt — around the clock.
  • Lets humans take over. You and your team can reply manually from the Chats inbox at any time; replies are delivered back to the customer over WhatsApp.
  • Sends read receipts. When someone on your team opens and reads a WhatsApp conversation in the inbox, the blue read ticks are sent back to the customer.
  • Handles media both ways. Customers can send images, video, audio, documents, and stickers; your agent can send images, video, audio, and documents (such as PDFs and brochures) in its replies.

Connecting a WhatsApp number​

WhatsApp connections are powered by Dualhook, a WhatsApp Business API provider. To connect a number:

  1. Go to Settings → AI Agents and open WhatsApp Agents.
  2. Create a WhatsApp agent and open its Connect Number tab.
  3. Set up the webhook (step 1). Copy the webhook URL and verify token shown on the screen and paste them into your Dualhook dashboard's webhook settings.
  4. Enter your credentials (step 2). Paste your Meta Phone Number ID and Access Token (from Dualhook) to activate the connection.

Once connected, incoming messages to that number start flowing into your inbox and the agent begins responding according to its configuration.

tip

If your Dualhook account supports embedded signup, you can use the one-click onboarding flow instead of entering the webhook and credentials manually.

Configuring the agent​

Each WhatsApp agent has its own settings, organized into tabs:

  • Behavior — the agent's name and a custom system prompt that tells the AI how to respond (tone, what to say, what to avoid).
  • Rules — conditional rules that decide how the agent reacts to a given message. You can branch on things like message text, working hours, day of week, contact status, detected intent or sentiment, whether the Knowledge Base has a confident answer, and spam detection. Each rule can respond with the AI, stay silent, send a canned reply, or hand the conversation off to a human.
  • Tools — optional capabilities the agent can use during a conversation, such as checking calendar availability for bookings.
  • Connect Number — the connection flow described above.

WhatsApp in your inbox​

WhatsApp conversations appear in the same Chats list as your website chats, marked with a small green WhatsApp badge on the conversation so you can tell channels apart at a glance. You read, search, and reply to them exactly as you would a web chat.

note

WhatsApp conversations are messaging-only, so they don't include website session recordings or live page tracking the way on-site web chats do.

Who can manage WhatsApp agents​

  • Owners, admins, and agency staff can create and manage all WhatsApp agents for the company.
  • Team members can manage the agents they created themselves.

The number of WhatsApp agents you can run is set by your plan.

  • Chat Agent — the AI agent for your website widget.
  • Chats — the unified inbox where all conversations, including WhatsApp, are managed.
  • AI Credits — how AI usage, including WhatsApp replies, is billed.