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Connect a WhatsApp Business number directly to IrisAgent, and your AI agent answers every customer who messages that number. Answers are grounded in your knowledge base, in the customer’s own language.
This page covers connecting WhatsApp directly through the Meta WhatsApp Cloud API. If WhatsApp already runs through Zendesk or Salesforce, see WhatsApp through Zendesk or Salesforce instead.

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Before you begin

You need:
  • IrisAgent admin access
  • A WhatsApp Business Account (WABA) in Meta Business Manager, with a registered phone number
  • A Meta system user access token for that WhatsApp Business Account, with the whatsapp_business_messaging and whatsapp_business_management permissions
From WhatsApp Manager (or your Meta app’s WhatsApp → API Setup page), note:
  • The Phone number ID of the number customers will message. This is a numeric ID, not the phone number itself.
  • The WhatsApp Business Account ID.
Create the token for a system user rather than a personal Meta account, and give it no expiry. A token tied to a person stops working if they leave or lose access. See Meta’s guide to system users.

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Connect your number

  1. In IrisAgent, go to Deploy → Text channels.
  2. Find the WhatsApp card, below the US SMS number card.
  3. Enter the Phone number ID.
  4. Enter the WhatsApp Business Account ID.
  5. Paste the System user access token.
  6. Click Connect WhatsApp.
IrisAgent checks that the token can access the number before saving it, then stores the token encrypted. The card then shows your WhatsApp number with a Connected status, and AI replies are on. You don’t need to set up a webhook or callback URL. IrisAgent receives your messages automatically once the number is connected.

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Test it

  1. From a personal WhatsApp account, message your business number with a common question, such as “What is your refund policy?”
  2. Confirm your AI agent replies with an answer from your knowledge base.
  3. In IrisAgent, open Activity → Conversations to see the conversation.

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Pause or resume AI replies

Use the AI replies toggle on the WhatsApp card:
  • Connected: incoming WhatsApp messages are answered by your AI agent.
  • Paused: incoming messages are received but not answered.
You don’t need to re-enter the token to pause or resume.

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Change the connected number

  1. On the WhatsApp card, click Change number.
  2. Enter the new Phone number ID and WhatsApp Business Account ID.
  3. Leave the token empty to keep the current one, or paste a new token if the new number is in a different WhatsApp Business Account.
  4. Click Save number.
The previous number is disconnected. The AI replies setting stays as it was.

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How your AI agent answers on WhatsApp

  • Text messages and button replies are answered. Images, voice notes, and other media are not answered yet.
  • Answers are sent as plain text. Source links appear as “Title: URL” after the answer.
  • The AI replies in the language the customer writes in.
  • After 24 hours without messages, the next message starts a new conversation. This matches WhatsApp’s 24-hour customer service window.

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Current limitations

  • Your team cannot reply to WhatsApp conversations from the Conversations inbox yet. When a customer asks for a person on WhatsApp, the AI keeps answering. Share another way to reach your team (such as an email address or phone number) in your handoff procedure.
  • IrisAgent does not send WhatsApp template messages, so it never messages a customer first or outside the 24-hour window.
  • Each WhatsApp number can be connected to only one IrisAgent account.

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Troubleshooting

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Customers aren’t getting replies

  • Check that the card shows Connected, not Paused.
  • Check the number’s Quality rating and messaging limits in WhatsApp Manager. Meta may restrict a number with a low rating.
  • Make sure the number isn’t also connected to another WhatsApp tool, such as the WhatsApp Business app or another provider.