WhatsApp during and after calls
Let your voice agent send an approved WhatsApp template while it is on a call, with placeholders filled from the conversation, or send one automatically after the call ends.
Your voice agent can send the caller a WhatsApp message during a call, like a booking confirmation or a payment link. You can also send one automatically after every call.
Before you start
- A connected WhatsApp Business number with at least one approved template. Only templates can be sent from a call.
Set it up
Add the integration to your agent
In your agent's Integrations tab, choose WhatsApp Cloud.
If you see No Cloud WhatsApp Numbers Connected, connect a number first.
Name it and pick the number
Give it a name, such as "Appointment confirmations", and pick the WhatsApp Number.
Add templates and say when to use each
Add one or more templates. For each, write a Usage description: exactly when the agent should send it. The agent decides from this alone.
| Write this | Not this |
|---|---|
| Use ONLY when the customer confirms an appointment AND gives a date and time. | Use for appointments. |
| Send ONLY when the payment status is completed AND the customer mentioned an order number. | Send for orders. |
A vague description means it sends too often, or never.
Choose how each placeholder is filled
Each placeholder, like {{1}}, is either:
| Mode | What it does | What you type |
|---|---|---|
| Dynamic | The agent fills it from the call. | What to fill, e.g. "Customer name from the conversation". |
| Static | Same text every time. | The exact text, e.g. your business name. |
Use Static for anything that never changes, like your address or a fixed link.
Save
Click Connect.
After the call
To send a template when a call ends, like a summary or feedback request, use post-call actions with WhatsApp Cloud. Placeholders work the same way.
Good to know
- Charged like any WhatsApp message you send.
- Customers who opted out don't get them.
- Sent messages show in that customer's chat in the inbox.