What is a WhatsApp AI agent?
An AI agent connected to the WhatsApp Business Platform that receives messages, uses business context and tools, responds within policy, and hands off to humans.
Why is this important?
WhatsApp is a primary customer channel in many markets. Agents can reduce response time, but must preserve identity, consent, context, routing, and human control.
How it works
Webhooks deliver events. The agent resolves identity, retrieves CRM context, applies policy, uses tools, sends through the Cloud API, and logs the interaction.
Technical example
A support agent identifies an order, queries delivery status, explains the result, updates the case, and transfers the thread on request.
Implementation notes
Implement signature verification, idempotent webhooks, conversation-window rules, approved templates, opt-outs, media handling, rate limits, Coexistence, and human handoff.
