WhatsApp AI

Connect your own WhatsApp Business number and the AI will chat with your customers like a real person — answering from your knowledge base, booking appointments in the conversation, and handing off to your team whenever someone asks for a human.

What you can do

Human-like replies — the AI answers from your Knowledge with a warm, natural tone.
Inline booking — when your Booking Widget is set up, the AI proposes real times and books the appointment inside the chat.
Voice notes — optionally, the AI can reply with a spoken voice message instead of text.
Human handoff — if a customer asks for a person, the AI pauses on that conversation, marks it urgent, and emails you. Your team can take over from the Threads page and reply directly.

What you need first

WhatsApp AI uses your own WhatsApp Business account through Meta's Cloud API — there is no middleman. Before you connect, set up (on Meta's side) a WhatsApp Business Account with Cloud API access, and have these values ready:

A phone number ID for your WhatsApp number.
A permanent access token.
Your app's app secret (used to verify that incoming messages really come from Meta).
Optionally, your WhatsApp Business Account (WABA) ID.

Connect WhatsApp

1
Open WhatsApp AI from the sidebar and paste your phone number ID, access token, and app secret. Select Connect WhatsApp. Your credentials are encrypted and never shown again.
2
Copy the Callback URL and Verify tokenshown on the page and paste them into Meta's WhatsApp Webhooks settings.
3
In Meta, subscribe to the messages field so incoming messages reach your AI.
4
Set the assistant name customers should see, and (optionally) turn on voice-note replies. Select Save.
5
Message your WhatsApp number to test — the AI should reply within a few seconds.

The 24-hour window

WhatsApp lets a business reply freely for 24 hoursafter a customer's last message. That covers the whole back-and-forth conversation. To message a customer outsidethat window (for example, a proactive appointment reminder), Meta requires a pre-approved message template — those are set up on Meta's side.

NoteEverything the AI does in a live conversation happens inside the 24-hour window, so no templates are needed to get started. Proactive reminders are a separate, template-based feature.

Taking over a conversation

Every WhatsApp conversation appears on the Threads page. Open a thread to see the full history. Use Take over to pause the AI and reply as a human; use Resume AI to hand it back. When a customer asks for a person, the AI pauses automatically and notifies you.

TipKeep your Knowledge & FAQs current — the WhatsApp AI answers from the same knowledge base as your calls and website chat, so one update improves every channel.