WhatsApp Business Integration
Connect your AI agent to WhatsApp Business API for automated customer support on the world's most popular messaging platform.
Overview
WhatsApp Business integration allows your AI agent to handle customer inquiries directly through WhatsApp, providing instant responses, collecting information, and escalating complex issues when needed.
📈 Benefits
- • 24/7 customer support
- • Instant response times
- • Multi-language support
- • Automated lead qualification
⚡ Features
- • Rich media messages
- • Quick replies
- • Message templates
- • Human handoff
🎯 Use Cases
- • Customer support
- • Order tracking
- • Appointment booking
- • FAQ automation
Requirements
Prerequisites
- ✓Active Chatlo account with AI agent
- ✓WhatsApp Business account
- ✓Facebook Business Manager account
- ✓Verified phone number
Technical Requirements
- •WhatsApp Business API access
- •Valid SSL certificate
- •Webhook endpoint capability
- •Phone number verification
Step-by-Step Integration Guide
Set Up Facebook Business Manager
Create or access your Facebook Business Manager account to manage WhatsApp Business API.
- Go to business.facebook.com
- Click "Create Account" or log in to existing account
- Add your business information and verify your account
- Navigate to "WhatsApp" section in Business Manager
Note: Facebook Business Manager verification may take 1-3 business days.
Add WhatsApp Business Account
Connect your WhatsApp Business phone number to Facebook Business Manager.
- In Business Manager, click "Add" → "WhatsApp"
- Enter your business phone number
- Choose your verification method (SMS or call)
- Enter the verification code received
- Complete business profile setup
Tip: Use a dedicated business phone number, not personal WhatsApp.
Get WhatsApp Business API Access
Apply for WhatsApp Business API access through Facebook Business Manager.
- Navigate to "WhatsApp" → "Getting Started"
- Click "Request Access" for WhatsApp Business API
- Complete the application form with business details
- Provide use case and message volume estimates
- Submit for Facebook review (1-2 business days)
Important: Ensure your use case complies with WhatsApp Business Policy.
Create WhatsApp App in Chatlo
Set up the WhatsApp integration in your Chatlo workspace.
- Log in to your Chatlo dashboard
- Navigate to "Integrations" → "WhatsApp Business"
- Click "Connect WhatsApp Business Account"
- Enter your Facebook Business Manager ID
- Provide your WhatsApp Business phone number
- Generate and save your API credentials
Where to find: Business Manager ID is in Business Settings → Business Info
Configure Webhook Settings
Set up webhooks to receive WhatsApp messages in Chatlo.
- In Chatlo, copy your webhook URL from WhatsApp settings
- Go to Facebook Business Manager → WhatsApp → Configuration
- Click "Edit" next to Webhooks
- Paste your Chatlo webhook URL
- Subscribe to required webhook fields (messages, message_status)
- Verify webhook connection
Success: Webhook verification should show green checkmark
Configure Message Templates
Create approved message templates for proactive messaging.
- In Business Manager, go to WhatsApp → Message Templates
- Click "Create Template"
- Choose template category (UTILITY, MARKETING, AUTHENTICATION)
- Design your template with variables
- Submit for Facebook approval
- Once approved, configure templates in Chatlo
Approval Time: Template approval typically takes 24-48 hours
Test Integration
Verify that your WhatsApp integration is working correctly.
- Send a test message to your WhatsApp Business number
- Check Chatlo dashboard for incoming message
- Verify AI agent responds appropriately
- Test message templates if configured
- Check message delivery status
Test Numbers: Add test phone numbers in WhatsApp settings for development
Go Live & Monitor
Launch your WhatsApp integration and monitor performance.
- Enable production mode in Chatlo WhatsApp settings
- Configure business hours and away messages
- Set up human handoff rules
- Monitor conversation analytics
- Review and optimize AI responses regularly
Pro Tip: Start with a small group of customers and gradually scale up
Supported Message Types
Incoming Messages
- ✓Text messages
- ✓Images and media
- ✓Voice messages
- ✓Location sharing
- ✓Document attachments
Outgoing Messages
- ✓Text responses
- ✓Rich media (images, videos)
- ✓Quick reply buttons
- ✓Message templates
- ✓Interactive lists
Troubleshooting
Messages Not Being Received
Check webhook configuration and verify endpoint is accessible.
- • Verify webhook URL is correct and publicly accessible
- • Check SSL certificate validity
- • Ensure webhook verification token matches
- • Review Facebook webhook logs
Template Approval Rejected
Ensure templates comply with WhatsApp policies.
- • Avoid promotional language in utility templates
- • Include clear opt-out instructions
- • Use proper grammar and formatting
- • Provide accurate business information
AI Responses Not Working
Check AI agent configuration and knowledge sources.
- • Verify AI agent is active and trained
- • Check knowledge sources are properly configured
- • Review conversation flow settings
- • Test AI responses in Chatlo dashboard
Best Practices
✅ Do's
- • Respond within 24 hours
- • Use clear, concise language
- • Provide value in every interaction
- • Personalize responses when possible
- • Include human handoff options
- • Monitor and optimize regularly
❌ Don'ts
- • Send spam or unsolicited messages
- • Use overly complex language
- • Ignore customer feedback
- • Send messages outside business hours
- • Overwhelm users with frequent messages
- • Forget to test before going live
Next Steps
Now that your WhatsApp Business integration is live, here are some ways to maximize its effectiveness:
📊 Analytics
Monitor conversation metrics and optimize performance
🎯 Personalization
Customize responses based on customer data
🔄 Integration
Connect with CRM and other business tools