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An AI agent can answer on WhatsApp, with two constraints that shape what it should say: message length and the reply window.
Connect it
- Build and test the AI agent first.
- Open the AI agent's channel settings.
- Add the WhatsApp channel.
- Decide whether it answers everything or only outside working hours.
- Test from a real phone.
Constraint one: message length
WhatsApp messages have a character limit, and it is short compared with what an AI agent will happily produce. A long generated answer is truncated or refused.
Instruct the agent to answer briefly on this channel, and check what actually arrives on a phone rather than in a preview.
Constraint two: the reply window
An AI agent answering promptly keeps the conversation inside the window, which is helpful. A conversation it cannot resolve has to reach a person while the window is still open.
So escalation matters more here than on the web: a handover that happens after two hours of the AI trying is a handover into a closing window.
Set the tone for the medium
WhatsApp is informal and short. An answer written for a help centre article reads wrong here. Where you set communication guidelines, make the difference explicit.
Test on a phone
Not in a simulator. Length, line breaks and links all behave differently in the real app, and that is what your customers see.
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