WhatsApp Business Integration

Connect WhatsApp Business to your AI agent for automated customer conversations

WhatsApp Business Integration#

Connect your WhatsApp Business account to AlonChat and let your AI agent handle customer conversations on WhatsApp -- the world's most popular messaging app.

Setting Up#

Step 1: Connect WhatsApp#

1. Go to your agent dashboard
2. Navigate to Deploy > WhatsApp
3. Click Connect WhatsApp
4. Complete the OAuth authorization with your WhatsApp Business account

Step 2: Configure Business Profile#

Set up your WhatsApp Business Profile directly from AlonChat:

Step 3: Configure Chat Settings#

• Ice Breakers: Up to 4 conversation starters (WhatsApp limit is lower than Messenger/Instagram's 13)
• Quick Replies: Up to 3 interactive buttons (WhatsApp limit is lower than other platforms)
• Custom AI Prompt: Override or append to your agent's default prompt for WhatsApp
• Response Style: Presets or custom configuration
• Learned Style: Use communication patterns from training

Step 4: Test#

1. Send a message to your WhatsApp Business number
2. Verify the agent responds
3. Check the conversation appears in your AlonChat dashboard

How It Works#

Message Flow#

Customer sends message to your WhatsApp Business number
          |
WhatsApp Cloud API sends message to AlonChat via webhook
          |
AlonChat agent processes message (RAG retrieval)
          |
Agent generates response using AI model
          |
AlonChat sends response via WhatsApp Cloud API
          |
Customer receives response in WhatsApp

Average response time: 2-5 seconds

24-Hour Messaging Window#

WhatsApp enforces a 24-hour messaging window after the last customer message. This means:

• Your agent can reply freely within 24 hours of the customer's last message
• After 24 hours, you would need to use a pre-approved template message to re-initiate the conversation
• The window resets each time the customer sends a new message

This is a WhatsApp platform rule, not an AlonChat limitation. Facebook Messenger and Instagram have similar policies.

Features#

WhatsApp vs Other Channels#

Managing Accounts#

Multi-Account Support#

• Connect multiple WhatsApp Business accounts
• Click "Add More" for additional accounts
• Each account has independent auto-reply toggle

Account Health#

• Health status indicators (healthy/degraded/unhealthy)
• Auto-refresh tokens when needed
• Avatar sync from WhatsApp profile

Best Practices#

1. Complete Your Business Profile#

Customers trust verified business profiles. Fill in all profile fields -- about, description, address, email, websites, and category. A complete profile increases response rates.

2. Keep Replies Concise#

WhatsApp users expect short, conversational responses. Aim for 2-3 sentences per message. Break long answers into multiple messages rather than sending a wall of text.

3. Respect the 24-Hour Window#

Plan your conversations to resolve customer needs within the messaging window. If you need to follow up later, do so within 24 hours of the customer's last message.

4. Use Quick Replies Wisely#

With only 3 slots, choose the most common responses or actions. Good examples:

• "View our menu"
• "Book an appointment"
• "Talk to a human"

5. Monitor Conversations#

Check your AlonChat dashboard regularly for:

• Conversations that need human intervention
• Unanswered questions (gaps in your sources)
• Customer satisfaction patterns

6. Set Up Human Handoff#

Configure handoff triggers for sensitive topics:

• Complaints or disputes
• Complex orders
• Account issues
• Billing questions

Troubleshooting#

Agent Not Responding#

Check these in order:

1. Connection status:

   • Go to Deploy > WhatsApp
   • Ensure WhatsApp shows "Connected" with a healthy status
   • If degraded or unhealthy, try reconnecting

2. Auto-reply is enabled:

   • Check the auto-reply toggle for the specific account
   • Ensure it's turned on

3. Agent is trained:

   • Go to Sources
   • Ensure the agent has been trained recently

4. WhatsApp Business account is active:

   • Verify your WhatsApp Business account has not been suspended or restricted
   • Check the Meta Business Suite for any notices

Delayed Responses#

Possible causes:

1. AI model speed:

   • Switch to a faster model in Settings > AI
   • Budget models respond in 1-2 seconds

2. Large source library:

   • Optimize by removing duplicate or outdated content

3. WhatsApp API latency:

   • Occasional delays on WhatsApp's side are normal
   • If persistent, check Meta's platform status page

Messages Not Delivering#

Possible causes:

1. 24-hour window expired:

   • Customer hasn't messaged in over 24 hours
   • Wait for the customer to send a new message

2. Phone number issues:

   • Verify the WhatsApp Business number is active
   • Check that the number is not registered with a different WhatsApp account

3. Rate limits:

   • WhatsApp may throttle messages during high volume
   • Spread out broadcasts if applicable

Token or Connection Errors#

1. Go to Deploy > WhatsApp
2. Check the health indicator
3. If unhealthy, disconnect and reconnect
4. Re-authorize with your WhatsApp Business account

Privacy and Security#

Data Handling#

• All messages are encrypted at rest and in transit
• Customer data is stored securely
• AlonChat does not access conversations from other WhatsApp numbers
• You can delete conversation data at any time

End-to-End Encryption#

WhatsApp messages between the customer and WhatsApp are end-to-end encrypted. Messages processed by AlonChat via the Cloud API are encrypted in transit and at rest in AlonChat's infrastructure.

Compliance#

• GDPR-compliant data handling
• Data deletion on request
• No data sold to third parties

Next Steps#

• Facebook Messenger Integration -- Connect Facebook
• Instagram Integration -- Connect Instagram
• Telegram Integration -- Connect Telegram
• Actions Overview -- Enable booking and more