Plan requirement
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Yes. WhatsApp caps message length well below what an AI agent will produce, so instruct it to answer briefly.
What happens at the limit
A message that is too long is truncated or refused. Truncation is worse: the customer gets an answer that stops mid-sentence and looks like a fault.
What to do
- Instruct the agent to be brief on this channel. Where you set communication guidelines, say so explicitly.
- Link rather than explain. A sentence and a link to the article beats three paragraphs, and works better on a phone anyway.
- Split long answers into a short reply plus an offer to send more.
It suits the medium
WhatsApp is short by nature. An answer that would be right in an email is wrong here regardless of the technical limit, so the constraint pushes you towards what works.
Test on a phone
Ask the agent your most complicated common question and read the answer on a real device. That tells you whether your instructions are working better than any character count.
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