WhatsApp Integration

Connect your agent to WhatsApp Business for customer communication.

Overview

WhatsApp integration provides:

• Business messaging capabilities
• Rich media support
• Automated responses
• Global reach

Prerequisites

• Meta Business account
• WhatsApp Business API access
• Verified business phone number

Setup Steps

1. Set Up Meta Business

1. Create or access your Meta Business Suite (opens in a new tab)
2. Go to WhatsApp → Getting Started
3. Add a phone number for WhatsApp Business

2. Create Meta App

1. Go to Meta for Developers (opens in a new tab)
2. Create a new app (Business type)
3. Add WhatsApp product to your app
4. Complete business verification if required

3. Connect to Cuneiform Chat

1. Go to Agents → Select your agent
2. Navigate to Integrations tab
3. Click WhatsApp
4. Enter your credentials:
   • Phone Number ID
   • Access Token
5. Click Connect

4. Configure Webhook

1. Copy the webhook URL from Cuneiform Chat
2. In Meta Developer Portal:
   • Go to WhatsApp → Configuration
   • Add the webhook URL
   • Subscribe to messages webhook field

Using the Bot

Customer Messages

When customers message your WhatsApp number:

1. Message arrives via WhatsApp
2. Cuneiform Chat processes the request
3. Agent generates response from knowledge base
4. Response sent back to customer

Conversation Flow

Customer → WhatsApp → Cuneiform Chat → Agent → Response → Customer

Features

24-Hour Messaging Window

WhatsApp Business API rules:

• You can respond to customer-initiated messages for 24 hours
• After 24 hours, you need message templates for outreach
• Each new customer message reopens the window

Rich Media

Responses can include:

• Text messages
• Links
• Formatted text

Multi-Language

Your agent can respond in the customer's language based on your knowledge base content and system prompt configuration.

Configuration Options

Business Verification

Meta requires business verification for full WhatsApp API access:

1. Complete Meta Business Verification
2. Verify your business phone number
3. Submit for API approval

See Meta's documentation (opens in a new tab) for details.

Troubleshooting

Messages Not Arriving

1. Verify webhook is configured correctly
2. Check webhook subscription includes messages
3. Confirm access token is valid
4. Test with Meta's built-in testing tools

Response Failures

1. Check your agent works in Playground
2. Verify 24-hour window is active
3. Confirm phone number ID is correct

Verification Issues

• Complete all required Meta Business verification steps
• Ensure your business information matches official documents
• Allow time for Meta's review process

Security

• Access tokens are encrypted
• Messages processed over secure connections
• Customer data handled per your retention settings

Compliance

WhatsApp Business has usage policies:

• Respond only to customer-initiated conversations
• Provide opt-out options
• Follow Meta's Commerce and Business policies

Disconnecting

To remove the WhatsApp integration:

1. Go to Agents → Select agent → Integrations
2. Click WhatsApp → Disconnect

This stops the agent from responding. To fully remove:

• Delete the webhook in Meta Developer Portal
• Optionally remove the WhatsApp product from your Meta app