WhatsApp

Introduction

The WhatsApp channel allows you to deploy your AI agent on WhatsApp, enabling users to interact with your business through one of the most widely used messaging platforms.

Once connected, your AI agent can handle conversations, answer questions, capture leads, schedule appointments, and generate service tickets—directly within WhatsApp—while routing all interactions into Exei’s unified system.

What the WhatsApp Channel Supports

Using the WhatsApp channel, you can:

• Deploy an AI agent on WhatsApp

• Handle inbound user conversations automatically

• Support customer support, sales, and operations use cases

• Trigger AI Actions such as lead capture, appointments, and tickets

• Track all WhatsApp conversations in Exei’s Conversations module

• Use feedback, Instant Retrain, and Human Takeover

The WhatsApp channel works like any other Exei channel, with centralized tracking and control.

Prerequisites

Before enabling WhatsApp:

• You must have an active AI agent in Exei

• You must have access to a WhatsApp Business number

• WhatsApp Business API setup must be completed (directly or via a supported provider)

The exact onboarding flow may depend on your WhatsApp provider.

Enabling the WhatsApp Channel

To enable WhatsApp:

1. Open your AI agent from My Agents

2. Go to Channels

3. Select WhatsApp

4. Follow the setup instructions provided in the dashboard

Once connected, the AI agent is ready to start handling WhatsApp conversations.

How WhatsApp Conversations Work

When a user sends a message on WhatsApp:

1. The message is received by the WhatsApp Business number

2. It is routed to your AI agent in Exei

3. The AI agent responds based on training, persona, and rules

4. The conversation continues naturally on WhatsApp

Users do not need to install anything beyond WhatsApp itself.

AI Actions on WhatsApp

The WhatsApp channel supports AI Actions, including:

• Lead Capturing

• Appointment Scheduling

• Service Ticket Generation

• Bring Your Own API actions

These actions behave the same way as they do on website or Shopify conversations.

Conversations & Tracking

All WhatsApp conversations:

• Appear in the Conversations section

• Include full message history

• Support feedback and Instant Retrain

• Can be taken over by humans

• Are included in Insights (based on plan availability)

WhatsApp conversations are treated the same as other channels.

Human Takeover on WhatsApp

If needed, a human agent can take over a WhatsApp conversation.

When Human Takeover is activated:

• The AI stops responding

• A human continues the conversation manually

• The user remains on WhatsApp

• The full interaction is logged in Exei

This is useful for complex or sensitive conversations.

Message Templates & Compliance

WhatsApp requires message templates for certain outbound messages.

Depending on your setup:

• Approved templates may be required

• WhatsApp policies must be followed

• Message timing rules may apply

Ensure compliance with WhatsApp Business policies when using this channel.

Best Practices for WhatsApp Deployment

• Keep responses concise and conversational

• Avoid sending overly long messages

• Use AI Actions thoughtfully to avoid friction

• Monitor conversations regularly

• Retrain the agent based on real WhatsApp queries

WhatsApp users expect fast and clear interactions.

Common Mistakes to Avoid

• Not completing WhatsApp Business API setup

• Ignoring WhatsApp policy requirements

• Overloading users with too many messages

• Not monitoring fallback responses

Proper setup ensures smooth operation.

Troubleshooting Tips

If WhatsApp messages are not working:

• Verify WhatsApp Business API connection

• Check that the WhatsApp channel is enabled

• Confirm the correct number is linked

• Review provider and policy status

• Check Conversations for errors or fallbacks

What’s Next?

Once WhatsApp is live, you can expand automation and optimization.

Recommended next guides:

• Conversations & Human Takeover

• AI Actions & Automation

• Instant Retrain & Feedback