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What the integration gives you

Once a WhatsApp Business number is connected, the agent does three things on that one number:
  • Answers messages. A customer writes on WhatsApp, the agent replies using its own prompt and remembers the thread.
  • Answers calls. A call placed from inside WhatsApp reaches the same voice agent that answers the phone - same voice, same tools, same transcript and call history.
  • Sends messages. During a phone call (the send_whatsapp tool) or automatically once the call ends.
Messages go through your Meta account, not ours. We add no per-message fee - you are billed by Meta directly.

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What you need

  • A Meta for Developers account and a Business app with the WhatsApp product added.
  • A phone number registered on the WhatsApp Business Platform (Cloud API).
A number from the WhatsApp Business app. The integration does not support coexistence, where one number works in the WhatsApp Business app on a phone and in the API at the same time. Connecting a number you use in the app means moving it to the Cloud API, and it then stops working in the app. To keep receiving messages in the app, connect a separate number or stay with an after-call SMS - it can carry a https://wa.me/48... link that opens a chat with the app’s number.

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Setup

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1. Copy the details from your Meta app

In the app dashboard, under WhatsApp → API Setup:
  • Phone Number ID - the number’s id, not the phone number itself.
  • Access Token.
The temporary token on that tab expires after 24 hours. For permanent use generate a system user token with the whatsapp_business_messaging and whatsapp_business_management permissions.
The App Secret is under App Settings → Basic. It is not required, but without it we accept webhooks without verifying their signature, so filling it in is recommended.

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2. Connect the number in Brosbots

  1. Open the Integrations page and pick WhatsApp Business.
  2. Paste the Phone Number ID, the access token and the App Secret.
  3. In the Agent field choose the agent that answers messages and calls. With no agent chosen, messages are only recorded.
  4. Save. We check the credentials against Meta before anything is stored.

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3. Go back to Meta for the webhook

After saving we show two values: the Callback URL and the verify token. In your Meta app, under WhatsApp → Configuration → Webhooks:
  1. Paste both and click Verify and save.
  2. Subscribe to the messages and calls fields.
Messages and calls now reach the agent.

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Text conversations

The agent answers with its own prompt - the same one it speaks on the phone - plus an instruction telling it that it is writing on WhatsApp, so it keeps replies short and does not read numbers out digit by digit. The thread is remembered for 24 hours, which is how long WhatsApp’s own customer service window lasts. Someone who writes again a week later starts a fresh conversation. Only text is answered. A voice note, image or document is recorded and answered with a short note asking the person to write instead - rather than with silence.

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Sending messages from the agent

In the agent editor, on the Integrations tab, switch on Send WhatsApp and choose when it sends:
  • During the call - the model decides, following your rules.
  • After the call - from a template, with the same variables as SMS: what the agent collected, the call’s own facts ({{caller_number}}, {{call_time}}, {{call_disposition}}) and {{gathered_context.*}}. Unlike an SMS, {{call_summary}} resolves here - WhatsApp is billed per conversation, not per 160 characters - but it has to be typed by hand, since the Insert variable menu no longer offers it.
  • Both.
WhatsApp only lets a business send free text to someone who wrote to its number in the last 24 hours. After a phone call that window is usually closed and Meta will reject the message. The after-call message makes sense for contacts who message you on WhatsApp - otherwise send an after-call SMS. The after-call message does not use Meta’s approved message templates, so it cannot get around this limit.

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Voice calls

A WhatsApp call runs exactly the same path as a call through the website widget, so the agent sounds the same and has the same tools. The call appears in Call history and is billed like any other - an organization at zero balance does not answer.

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Troubleshooting