WhatsApp lets you connect your AI to WhatsApp Business so customers can interact with it directly through WhatsApp.
You can connect WhatsApp using Meta or Twilio. Each WhatsApp connection is linked to a Workflow, which determines how conversations are handled.
WhatsApp is designed to work with a Workflow. Make sure you have a Workflow available before creating a WhatsApp connection.
Before you begin
Before connecting WhatsApp, make sure you have:
- A Workflow ready to handle WhatsApp conversations.
- Access to either Meta or Twilio, depending on the connection method you want to use.
- The required WhatsApp Business or Twilio details for your selected connection method.
Connect WhatsApp
To connect WhatsApp:
- Open Channels.
- Select WhatsApp.
- Click Connect WhatsApp.
- Select the Workflow that should handle WhatsApp conversations.
- Choose a connection method:
- Meta
- Twilio
- Complete the setup for the selected provider.
- After the connection is completed, the WhatsApp connection appears in the WhatsApp channel.
Connect WhatsApp with Meta
Use Meta to connect your WhatsApp Business account through Meta’s WhatsApp setup flow.
Select a Workflow
Select the Workflow that should handle conversations received through your WhatsApp number.
Connect with Meta
Select Connect WhatsApp via Meta to start the Meta setup.
Follow the instructions provided in the Meta setup flow to authorize the required WhatsApp Business account and phone number.
Complete the connection
After the Meta setup is completed, you are returned to the Channels page.
Your WhatsApp connection is then added to the WhatsApp channel and associated with the selected Workflow.
Connect WhatsApp with Twilio
You can also connect WhatsApp through Twilio.
Select a Workflow
Select the Workflow that should handle conversations for this WhatsApp connection.
Follow the Twilio setup instructions
Select Connect WhatsApp via Twilio.
Follow the instructions shown in the setup flow to prepare your Twilio WhatsApp connection.
Enter Twilio details
Enter the required Twilio information:
- Account SID
- Auth Token
- WhatsApp Number
Submit the details to complete the connection.
Manage WhatsApp Connections
After a WhatsApp connection is created, it appears as a connection card.
The card can display:
- Connection name
- Workflow
- Phone number, when available
- Created date
- Creator
Delete a WhatsApp connection
To remove a WhatsApp connection:
- Open the connection’s Settings or actions menu.
- Select Delete.
- Confirm the deletion.
The WhatsApp connection is removed from your Channels configuration.
Add Multiple WhatsApp Connections
WhatsApp supports multiple connections, allowing you to connect more than one WhatsApp number within your organization, subject to your plan and configuration.
To add another connection:
- Open Channels → WhatsApp.
- Click Connect WhatsApp.
- Select the Workflow for the new connection.
- Choose Meta or Twilio.
- Complete the connection setup.
Each WhatsApp connection can be associated with its own Workflow.
How WhatsApp Works with a Workflow
When a customer sends a message to your connected WhatsApp number, the conversation is handled by the Workflow associated with that connection.
The basic flow is:
Customer → WhatsApp → Connected WhatsApp Number → Workflow → AI Response
This allows you to configure the conversation behavior in your Workflow and then make that Workflow available through WhatsApp.
WhatsApp Setup at a Glance
| Step | Action |
|---|---|
| 1. Prepare | Create a Workflow that will handle WhatsApp conversations. |
| 2. Open Channels | Go to Channels → WhatsApp. |
| 3. Select Workflow | Choose the Workflow for the connection. |
| 4. Choose a provider | Select Meta or Twilio. |
| 5. Complete setup | Follow the setup steps for the selected provider. |
| 6. Connect | Finish the connection. |
| 7. Manage | View or delete the connection from the WhatsApp channel. |
WhatsApp does not use Draft and Deployed states. These states are used by channels such as Web and Voice.