WhatsApp Integration

Give your agents the ability to message customers on WhatsApp Business — not just text and templates, but interactive buttons, PDFs and images, locations, contacts, and list pickers. Perfect for post-call voice-AI follow-up: end a call, then WhatsApp the caller a tappable “Confirm appointment” button or send the invoice PDF they just agreed to.

Connecting WhatsApp

Connection goes through Meta’s verified OAuth flow — you do not need to register your own Meta Developer app or generate access tokens manually. thinnestAI brokers the OAuth through Composio.

Step 1: Find your WABA ID

Your WhatsApp Business Account (WABA) ID is a 15-digit number issued by Meta when your business joined WhatsApp Business.

Go to Meta Business Settings.
In the left sidebar, click Accounts → WhatsApp Accounts.
Select your WhatsApp account — the ID is shown at the top of the page.

Not the phone number ID. Each WABA can own multiple phone numbers. The WABA ID is the parent account; do not paste a phone number or the phone-number ID.

Step 2: Connect via OAuth

Navigate to Agents and select your agent.
Open the Tools section and click Add Tool.
Select WhatsApp.
Paste your WABA ID into the config modal.
Click Connect WhatsApp.
A Meta sign-in popup opens. Authenticate with the Facebook account that owns the WABA, review the requested permissions, and click Continue.

The popup closes automatically when the connection is complete. The modal shows a green Connected badge.

Step 3: Choose Allowed Actions

Six capability toggles control which groups of actions the agent can invoke:

Toggle	Default	What it unlocks
Send Messages	✅ On	Plain text messages and approved template messages
Interactive (buttons/lists)	✅ On	Reply buttons (“Yes / No / Maybe”) and list pickers
Media (PDF/image/audio)	✅ On	Send images, documents, audio, video (by URL or upload)
Location & Contacts	✅ On	Send GPS locations and vCard contact cards
Manage Templates	Off	Create, delete, and check approval status of message templates
Account Admin	Off	Read business profile and phone numbers on the WABA

Leave Manage Templates and Account Admin off unless the agent specifically needs to administer your WhatsApp account — they expose Meta-level management APIs that most post-call follow-up flows don’t need.

Available Actions

Messaging (2)

Action	Description
Send Message	Send a plain text WhatsApp message to a phone number
Send Template Message	Send a Meta-approved template with variables filled in

Interactive (2)

Action	Description
Send Interactive Buttons	Message with up to 3 tappable reply buttons
Send Interactive List	Message with a tappable list picker (up to 10 items)

Media (4)

Action	Description
Send Media	Send an image / PDF / audio / video by URL
Send Media By ID	Send a media asset already uploaded to Meta
Upload Media	Upload a file to Meta and get back a reusable media ID
Get Media Info	Look up metadata on a previously uploaded media ID

Rich Content (2)

Action	Description
Send Location	Share a GPS pin with optional name + address
Send Contacts	Share one or more contact cards (name, phone, email)

Templates (4) — opt-in

Action	Description
Create Message Template	Submit a new template to Meta for approval
Delete Message Template	Remove an approved or pending template
Get Message Templates	List all templates and their approval status
Get Template Status	Check approval status of a specific template

Admin (3) — opt-in

Action	Description
Get Business Profile	Read the WABA’s public profile (about, address, website)
Get Phone Number	Look up metadata on a specific phone number
Get Phone Numbers	List all phone numbers on the WABA

Voice-AI Use Cases

WhatsApp pairs naturally with the voice tools. After a call ends, the agent can follow up via WhatsApp to confirm outcomes, share files, or collect a structured response — without the user needing to check email.

Post-Call Appointment Confirmation

Agent instructions:
"After a scheduling call ends:
1. Send a WhatsApp message to the caller with interactive buttons:
   - Text: 'Hi {name}, I've tentatively booked {date} at {time}.
            Does that work for you?'
   - Buttons: [Yes, confirm] [Change time] [Cancel]
2. When they tap a button, update the calendar accordingly."

Invoice Delivery

Agent instructions:
"When a voice call concludes with a purchase:
1. Generate the invoice PDF
2. Send it via WhatsApp Media to the caller's number
3. Message body: 'Here's your invoice for ₹{amount}. Tap below
   to pay.'
4. Follow with an interactive button: [Pay now]"

Agent instructions:
"When a customer books an on-site appointment:
1. Send a WhatsApp location message with the service address
2. Include arrival window in the accompanying text
3. Send a contact card for the assigned technician"

Example: Appointment-Confirmation Agent

Build a voice agent that confirms bookings via WhatsApp after hangup.

Agent Setup

Field	Value
Name	Appointment Confirmer
Model	GPT-4o
Tools	WhatsApp, Google Calendar

Agent Instructions

You are a booking confirmation agent. After every voice call where
an appointment is discussed, follow up on WhatsApp.

WORKFLOW:
1. During the call, collect: caller name, preferred date/time, service.
2. Create a tentative calendar event.
3. After hangup, send a WhatsApp interactive-buttons message:
   - Header: "Appointment Request"
   - Body: "Hi {name}, I've pencilled you in for {service} on
           {date} at {time}. Please confirm."
   - Buttons: "Confirm" / "Reschedule" / "Cancel"
4. Wait for the button tap (via a webhook or next conversation).
5. If confirmed → mark calendar event as accepted; send a follow-up
   message with the location as a WhatsApp location pin.
6. If rescheduled → send a list picker with 3 alternative slots.
7. If cancelled → delete the calendar event; acknowledge politely.

RULES:
- Never send WhatsApp messages to numbers the user hasn't called.
- If the call was inbound, the caller's number is auto-detected.
- For outbound, always confirm the number verbally before hangup.
- Use the caller's first name only (never last names in messages).

Combining with Other Tools

Combination	Use Case
WhatsApp + Voice	Post-call confirmation, invoice delivery, location sharing
WhatsApp + Google Calendar	Interactive reschedule flows with button taps
WhatsApp + UPI Payment	Send a payment link and follow up with “Did you pay?”
WhatsApp + Google Sheets	Log every outbound WhatsApp + response into a tracker
WhatsApp + Gmail	Escalate silent WhatsApp leads to email after N days

Template Messages

Plain text messages can only be sent within a 24-hour customer service window — i.e. within 24 hours of the customer’s last message to you. Outside that window, WhatsApp requires a pre-approved template message.

Templates are submitted to Meta for review (usually approved within 24 hours).
Once approved, the agent fills in the variables (e.g. name, date, amount) and sends.
Voice-AI follow-up sent within a few minutes of a call almost always falls inside the 24-hour window — plain text works. Reminders sent the next day must use a template.

Enable the Manage Templates toggle only if the agent should create or delete templates itself. For sending approved templates, the default Send Messages toggle is sufficient.

Security & Privacy

OAuth tokens are encrypted at rest. thinnestAI never sees your Facebook password.
Per-user scoping — Each user’s WABA connection is isolated. One user’s agent can never message from another user’s WhatsApp account.
Revoke access — Disconnect from the config modal, or revoke directly from Meta Business Settings → Business Integrations.
Opt-in required — WhatsApp Business Policy requires the recipient to have opted in to receive business messages. Agents cannot cold-message new numbers outside an active conversation or template.

Troubleshooting

Issue	Solution
”Connection failed: WABA ID not found”	Double-check the ID is from Meta Business Settings → WhatsApp Accounts, not a phone number or phone number ID.
”Not authorized” after working for weeks	Meta’s OAuth tokens can be revoked if Business Verification lapses. Re-connect from the config modal.
Messages silently don’t arrive	Recipient may have blocked your WABA, or they’re outside the 24-hour window and you sent plain text instead of a template.
”Template not approved”	Approval takes up to 24 hours. Check status via Manage Templates → Get Template Status, or Meta Business Manager.
Interactive buttons don’t appear	Check the recipient’s WhatsApp app version — interactive messages require v2.20.197 or newer. Falls back to plain text on old clients.
Media send fails with “Unsupported format”	WhatsApp accepts specific MIME types per media category (e.g. images: JPG/PNG; docs: PDF/DOC/XLS). Check Meta’s supported types.

Next Steps

Voice — Pair WhatsApp with outbound calling for full post-call workflows.
Google Calendar — Build reschedule flows with tappable buttons.
SMS — Fall back to SMS when the recipient isn’t on WhatsApp.

​WhatsApp Integration

​Connecting WhatsApp

​Step 1: Find your WABA ID

​Step 2: Connect via OAuth

​Step 3: Choose Allowed Actions

​Available Actions

​Messaging (2)

​Interactive (2)

​Media (4)

​Rich Content (2)

​Templates (4) — opt-in

​Admin (3) — opt-in

​Voice-AI Use Cases

​Post-Call Appointment Confirmation

​Invoice Delivery

​Location Sharing for Service Visits

​Example: Appointment-Confirmation Agent

​Agent Setup

​Agent Instructions

​Combining with Other Tools

​Template Messages

​Security & Privacy

​Troubleshooting

​Next Steps