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WhatsApp Agent

Learn how to create and connect an Optimly agent to your WhatsApp Business account to offer real-time support to your customers.

What is a WhatsApp Messaging Agent?​

A WhatsApp Agent is a conversational AI powered by LLMs that integrates with your WhatsApp Business Account to:

  • Respond to customer questions using your business knowledge base
  • Provide 24/7 conversational support
  • Communicate in your brand’s tone and personality
  • Handle multiple conversations simultaneously
  • Operate via a secure connection with your WhatsApp phone number

Connect a WhatsApp Business Account​

To begin the integration:

  1. Go to the Integrations section in your Optimly dashboard.
  2. Click on the WhatsApp card and then click Connect.

Note: The phone number you connect to your agent must not be used on WhatsApp or WhatsApp Business. If currently in use, you'll need to delete the existing WhatsApp account.

Steps to delete your current WhatsApp account:​

  • Open WhatsApp or WhatsApp Business.
  • Go to Settings → Account → Delete my account.
  • Confirm the phone number and select Delete my account.
  • After deletion, wait a few minutes for the number to be released.

Connect Through Facebook​

  1. Click Get Started to log in with your Facebook account.
  2. Choose or create your Business Profile.
  3. Choose or create a WhatsApp Business Account.
  4. (Optional) Fill in your WhatsApp Business Profile details.
  5. (Optional) Add and verify a phone number if none exists.
  6. Click Continue, then Finish to complete the setup.

Setting Up Your WhatsApp Agent​

Once your WhatsApp account is connected:

  1. Go to the Agents section.
  2. Click + Add and select WhatsApp Agent.

You will then proceed with the following steps.

1. Basics​

  • Agent Name & Avatar: Name your agent and upload an avatar.
  • Connected Account: Select the linked WhatsApp Business Account.
  • Phone Number: Choose the verified number for the agent.

2. Configuration​

  • Behavior: Define your agent’s role and personality. Use the prompt generator to write clear and on-brand instructions.
  • Model: Select the LLM powering your agent (e.g., GPT-4, GPT-4o mini).
  • Knowledge Restrictions: Choose whether responses should rely only on your uploaded content.
  • Emoji Support: Enable or disable emojis in chat responses.

3. Knowledge Base​

Upload and connect business-specific content to power your agent’s responses:

  • PDFs, text files, and Google Docs
  • Website URLs
  • YouTube videos with product demos or tutorials
  • Custom knowledge bases or FAQs

4. Tools​

Optimly offers tools to enhance the experience in WhatsApp:

  • Takeover Request: Allow the agent to trigger a manual handoff to a human when needed (e.g., on user request or failed response).

Tools can be toggled on/off from the dashboard to match your needs.

Manually Taking Over a Conversation​

You can take control of a conversation at any time:

  1. Go to the Conversations section from the agent card menu.
  2. Select a conversation.
  3. Toggle the Takeover switch to ON.
  4. Send messages directly to the user.

Once finished, toggle the Takeover switch OFF to let the agent resume auto-replies.

For help setting up your WhatsApp agent or configuring advanced options, reach out to us at contact@optimly.io.