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Send WhatsApp Template lets a chat or voice workflow send an approved WhatsApp template. The agent can use details from the conversation to fill its template variables and address a recipient. WhatsApp uses the project hub connection, not an Integrations card. Connect WhatsApp under WhatsApp Overview.

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Prerequisites

  • A connected WhatsApp hub with a registered Cloud API phone number
  • At least one approved, sendable WhatsApp template in the hub (catalog and multi-product templates are not listed)

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Enable

1

Open Tools

Open the workflow, select an Agent, Supervisor, or Task, then open Tools.
2

Turn it on

Under Messaging, enable Send WhatsApp Template. Select the approved sendable templates this agent may use. There is no integration picker; sends use the project’s WhatsApp hub.

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What the agent sends

When it invokes the tool, the agent chooses one of the templates selected for the tool and supplies:
  • The recipient’s phone number in E.164 format, confirmed by the customer
  • Values for the selected template’s named placeholders
Test with a recipient who has agreed to receive the message. Ask the agent to use one of the configured templates and provide its required values. The message is sent from the connected WhatsApp number.
Inbound WhatsApp chats appear in the channel inbox. This tool sends approved templates from the agent workflow; free-form replies are sent from the dashboard conversation.