Whatsapp for Business
Interact with your WhatsApp Business account with Relevance.
WhatsApp For Business Integration
Connect your AI agents with WhatsApp Business to engage with customers directly through one of the world’s most popular messaging platforms. The WhatsApp Business integration enables your agents to handle customer inquiries, provide support, and deliver personalized experiences through WhatsApp’s familiar interface.
Connect the integration
Setting up the WhatsApp Business integration with Relevance AI is straightforward:
- Navigate to the “Integrations” page in the sidebar of your Relevance AI dashboard
- Locate and click on “WhatsApp Business”
- Click the “Add Integration” button
- Follow the authentication flow to connect your WhatsApp Business account
- Once connected, you’ll see your WhatsApp Business account listed under active integrations
Setting up triggers
The WhatsApp Business integration allows you to create powerful triggers that automatically activate your AI agents when specific events occur. This enables seamless customer engagement without manual intervention.
To set up a WhatsApp trigger:
- Go to your agent’s profile page
- Under “Triggers”, select “WhatsApp Business”
- Configure the trigger settings:
- Trigger on new messages: Activate your agent when a customer sends a message to your WhatsApp Business number
- Trigger on specific keywords: Set your agent to respond only when certain keywords or phrases are detected
- Trigger based on customer attributes: Configure triggers based on customer data or conversation context
Once configured, your agent will automatically engage with customers through WhatsApp when the trigger conditions are met.
Tools & Tool Steps
The WhatsApp Business integration provides a rich set of actions that your agents can use to interact with customers. These actions can be incorporated into your agent’s workflow to create sophisticated conversation flows and deliver exceptional customer experiences.
Here are some of the key actions available:
Send Message
Send text messages to customers through WhatsApp. This action supports rich text formatting, allowing your agent to send well-structured, easy-to-read messages.
Send Media
Share images, documents, videos, or audio files with customers. This is perfect for sending product catalogs, instructional materials, or visual content to enhance the conversation.
Send Template Message
Utilize pre-approved message templates for common scenarios like welcome messages, order confirmations, appointment reminders, and more. Templates ensure compliance with WhatsApp’s policies while maintaining consistent communication.
Send Interactive Messages
Create interactive experiences with buttons, list messages, and reply buttons that guide customers through specific flows or help them make selections without typing lengthy responses.
Get Customer Profile
Retrieve customer profile information to personalize interactions based on available data, such as name, profile picture, or previous interaction history.
Mark Messages as Read
Update message status to “read” to provide customers with confirmation that their messages have been received and processed.
Create Groups
Create WhatsApp groups for specific purposes, such as product launches, support communities, or team discussions.
Manage Contacts
Add, update, or retrieve contact information to maintain an accurate customer database.
These are just a few examples of the many actions available through the WhatsApp Business integration. The platform offers numerous additional capabilities to support complex business workflows and customer engagement strategies.
Use the integration’s API tool step (advanced)
For advanced users who need more customized functionality, Relevance AI provides direct access to the WhatsApp Business API through a dedicated API tool step:
- Create a new tool in your Relevance AI dashboard
- Scroll down to Tool-steps
- Add the WhatsApp Business API tool-step
- Select your connected WhatsApp Business account from the dropdown
With the API tool step, you can build custom tools that leverage the full power of the WhatsApp Business API, including:
Custom Message Formatting
Create highly customized message formats with advanced formatting options not available through standard actions.
Batch Operations
Send messages to multiple recipients simultaneously or perform bulk operations on conversations.
Advanced Media Handling
Implement sophisticated media processing workflows, such as image analysis or document processing before sending responses.
Integration with External Systems
Connect WhatsApp conversations with external databases, CRMs, or business systems to create unified customer experiences.
Custom Analytics
Build specialized analytics tools to track conversation metrics, customer engagement patterns, or agent performance.
The API tool step gives you complete flexibility to extend the capabilities of the WhatsApp Business integration to meet your specific business requirements.
Related Features
-
Outlook Integration - Connect your agents with email communications to create a unified messaging strategy across multiple channels.
-
Knowledge Base - Enhance your WhatsApp conversations by giving your agents access to your organization’s knowledge base for accurate and consistent responses.
-
Agent Templates - Explore pre-built agent templates designed specifically for customer support and engagement through messaging platforms.
FAQs
What are the requirements for using the WhatsApp Business integration?
You need a WhatsApp Business account and must comply with WhatsApp’s Business Policy. Your account must be verified and in good standing.
Can I use the integration with multiple WhatsApp Business numbers?
Yes, you can connect multiple WhatsApp Business numbers to Relevance AI and configure different agents to work with specific numbers.
How does the integration handle media files?
The integration supports sending and receiving various media types including images, documents, audio files, and videos, with size limitations as specified by WhatsApp’s policies.
Is the integration compliant with WhatsApp’s messaging policies?
Yes, the integration is designed to comply with WhatsApp’s Business Messaging Policy. However, it’s your responsibility to ensure that your messaging practices adhere to these policies and local regulations.
Was this page helpful?