Communication
Connect your WhatsApp account to Relevance AI and enable your agents to communicate directly with customers through one of the world's most popular messaging platforms.
Our WhatsApp integration provider is shipping a change in mid-March 2026 that requires action from existing users. If you currently use the WhatsApp integration, you will need to reconnect your account once the change takes effect. Additionally, previously threaded conversations will start on a new thread due to a change in identifier format. Affected users have been emailed with further details.
Connect the integration
Connecting your WhatsApp account to Relevance AI is a straightforward process:
- Go to the “Integrations & API Keys” page in the sidebar.
- Click on “WhatsApp”.
- Click on the “Add Integration” button.
- In the pop-up window, sign into your WhatsApp Business account.
- Follow the authorization steps to grant Relevance AI access to your WhatsApp account.
- Once connected, you’ll see your WhatsApp account listed under active integrations.
Setting up triggers
WhatsApp Integration can be configured as a trigger for your AI agents, allowing them to automatically respond when messages are received through WhatsApp.
To set up WhatsApp as a trigger:
- Create a new agent or edit an existing one.
- Navigate to the “Triggers” section in “Agent Profile”.
- Select “WhatsApp” from the available triggers.
- Choose the WhatsApp account you want to connect to this agent.
- Configure trigger conditions (optional):
- Respond to all incoming messages
- Respond only to specific contacts or groups
- Respond based on message content filters
- Save your trigger configuration.
Once set up, your agent will automatically activate when new WhatsApp messages that match your trigger conditions are received, enabling real-time customer engagement.
Tools & Tool Steps
WhatsApp integration provides powerful tools and actions that your agents can use to engage with customers. These actions can be incorporated into your agent’s workflow at any point, not just as triggers.
Here are some of the key WhatsApp actions available:
Send WhatsApp Message
Send text messages to individual contacts or groups.
Input parameters:
- Recipient phone number or group ID
- Message content
- Optional: Attachments
Send WhatsApp Media
Share images, documents, or other media files with your contacts.
Input parameters:
- Recipient phone number or group ID
- Media type (image, document, audio, video)
- Media URL or file
- Optional: Caption
Send WhatsApp Template Message
Use pre-approved message templates for business communications.
Input parameters:
- Recipient phone number
- Template name
- Template parameters
Get WhatsApp Conversation History
Retrieve previous messages from a specific conversation.
Input parameters:
- Contact phone number
- Optional: Time range
Mark WhatsApp Message as Read
Update the read status of messages.
Input parameters:
- Message ID
These are just a few examples of the many WhatsApp actions available. Your agents can leverage these tools to create sophisticated customer engagement workflows, from automated support responses to personalized marketing campaigns.
Use the integration’s API tool step (advanced)
In addition to the tools and actions available in the directory, you can build custom tools that perform WhatsApp activities by using the WhatsApp API Call tool step:
- Create a new tool.
- Scroll down to Tool-steps.
- Add WhatsApp API tool-step.
- Select your connected WhatsApp account in the dropdown.
This advanced approach gives you direct access to the WhatsApp Business API, allowing for more complex and customized interactions:
Example API call:
{
"endpoint": "/messages",
"method": "POST",
"body": {
"to": "{{recipient_number}}",
"type": "text",
"text": {
"body": "{{message_content}}"
}
}
}