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WhatsApp AI Agent is the Channels inbox for WhatsApp. Turn it on after a number in the WhatsApp hub is CONNECTED, so inbound customer chats can get automated replies in Conversations. Account connection, numbers, templates, catalog, opt-outs, settings, and broadcasts live in the hub — not on this Channels page.
Do not paste Twilio or WATI credentials here. Connect the WABA under WhatsApp Overview.

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Prerequisites

  • WhatsApp hub connected with at least one CONNECTED Cloud API number (Numbers)
  • A published chat workflow for the agent
  • Meta payment method on the WABA for outbound templates when needed

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Enable the AI Agent

1

Confirm the hub

Open WhatsApp under Outreach. On Overview / Numbers, confirm the phone is CONNECTED.
2

Open Channels

In the project sidebar, select Channels, then WhatsApp (WhatsApp AI Agent).
3

Turn the channel on

Complete the channel create or enable flow and attach your chat workflow. Save.
A customer message to your WhatsApp number opens a thread in Conversations, and the agent can reply while the messaging window is open.

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Inbox and the 24-hour window

WhatsApp allows free-form agent replies only within 24 hours of the customer’s last message.
  • While the window is open, agents reply normally in Conversations.
  • When the window is closed, free-form reply is blocked. Agents can Send a template from the conversation (approved templates from the Templates hub tab), or wait for the customer to message again.
  • Customers who reply STOP are opted out. Manage them under Opt-outs. Re-opt-in is RESUBSCRIBE.

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Agent outbound tool

To let the agent send WhatsApp from the conversation (not only reply in the inbox), enable Send WhatsApp on the chat workflow Tools tab. The project hub connection is used; there is no Integrations picker.

WhatsApp hub

Connect the WABA, check health, and open every hub page.

Broadcasts

Send approved templates to contact lists.

Templates

Create and sync Meta message templates.

Settings

Calling, webhooks, and compliance reminders.