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WhatsApp Integration

Integrate your Agentix agents with WhatsApp to provide intelligent customer support through the world’s most popular messaging platform.

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Overview

The WhatsApp integration allows your AI agents to:

• Respond to customer messages automatically
• Provide 24/7 customer support
• Handle multiple conversations simultaneously
• Access customer chat history
• Send rich media messages (images, documents, videos)

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Setup Process

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Prerequisites

Before setting up the integration, ensure you have:

• A WhatsApp Business Account
• Access to WhatsApp Business API
• An Agentix account with integration permissions
• A verified phone number for your business

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Installation Steps

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Configuration Options

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Message Settings

Configure how your agent responds to WhatsApp messages:

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Response Types

• Text Messages: Standard text responses
• Rich Media: Images, documents, and videos
• Interactive Messages: Buttons and quick replies
• Template Messages: Pre-approved message templates

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Business Hours

• Operating Hours: Set when agents are available
• After Hours: Configure responses outside business hours
• Holiday Messages: Special messages for holidays
• Emergency Contacts: Escalation for urgent matters

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Customer Management

Handle customer interactions effectively:

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Customer Profiles

• Contact Information: Phone numbers and basic details
• Chat History: Previous conversation records
• Preferences: Customer communication preferences
• Tags: Categorize customers for better service

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Conversation Flow

• Greeting Messages: Welcome new customers
• Context Awareness: Remember previous conversations
• Escalation Rules: When to transfer to human agents
• Follow-up Actions: Automated follow-up procedures

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Features & Capabilities

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Automated Responses

Your agent can handle various customer inquiries:

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Product Information

• Product Details: Descriptions, prices, and availability
• Order Status: Check order progress and shipping
• Inventory: Real-time stock availability
• Recommendations: Personalized product suggestions

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Customer Support

• FAQ Responses: Answer common questions
• Technical Support: Help with product usage
• Complaint Handling: Process customer complaints
• Return Processing: Handle return requests

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Rich Media Support

Send engaging content to customers:

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Media Types

• Images: Product photos and visual content
• Documents: PDFs, catalogs, and manuals
• Videos: Product demonstrations and tutorials
• Audio: Voice messages and recordings

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Interactive Elements

• Quick Replies: Pre-defined response options
• Buttons: Call-to-action buttons
• Lists: Menu-style options
• Location Sharing: Store locations and directions

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Advanced Features

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Business Automation

Streamline your business processes:

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Order Management

• Order Processing: Create orders directly from WhatsApp
• Payment Links: Send secure payment requests
• Shipping Updates: Automatic delivery notifications
• Invoice Generation: Create and send invoices

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Customer Engagement

• Marketing Campaigns: Send promotional messages
• Appointment Booking: Schedule customer appointments
• Feedback Collection: Gather customer reviews
• Loyalty Programs: Manage customer rewards

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Analytics & Insights

Track your WhatsApp integration performance:

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Conversation Metrics

• Message Volume: Number of messages processed
• Response Time: Average time to respond
• Resolution Rate: Percentage of resolved queries
• Customer Satisfaction: Ratings and feedback

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Business Intelligence

• Peak Hours: When customers are most active
• Popular Questions: Most frequently asked questions
• Conversion Tracking: Sales generated through WhatsApp
• Customer Journey: Complete interaction history

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Security & Compliance

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Data Protection

Ensure customer data security:

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Privacy Controls

• Data Encryption: End-to-end message encryption
• Access Controls: Restrict agent access to sensitive data
• Audit Logs: Track all data access and changes
• Data Retention: Configure data storage policies

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Compliance

• GDPR Compliance: European data protection regulations
• WhatsApp Policies: Adherence to WhatsApp terms
• Industry Standards: Follow best practices for data handling
• Regular Audits: Periodic security assessments

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Best Practices

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Customer Experience

Optimize your WhatsApp customer service:

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Response Guidelines

• Quick Responses: Aim for sub-minute response times
• Personal Touch: Use customer names and context
• Clear Communication: Use simple, clear language
• Professional Tone: Maintain business-appropriate communication

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Conversation Management

• Context Awareness: Remember previous interactions
• Proactive Support: Anticipate customer needs
• Escalation Procedures: Know when to involve humans
• Follow-up Actions: Ensure issues are fully resolved

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Performance Optimization

Maximize your integration effectiveness:

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System Performance

• Load Balancing: Handle high message volumes
• Response Caching: Cache frequent responses
• Database Optimization: Optimize data queries
• Monitoring: Track system performance metrics

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Continuous Improvement

• Feedback Analysis: Learn from customer interactions
• Response Optimization: Improve answer quality
• Feature Updates: Add new capabilities regularly
• Training: Keep agents updated with new information

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Troubleshooting

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Common Issues

Resolve typical integration problems:

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Connection Issues

• API Authentication: Verify WhatsApp Business API credentials
• Webhook Failures: Check webhook endpoint configuration
• Rate Limiting: Monitor API usage limits
• Network Connectivity: Ensure stable internet connection

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Message Delivery

• Failed Messages: Check message format and content
• Delivery Delays: Monitor message processing times
• Template Approval: Ensure message templates are approved
• Customer Blocking: Handle blocked or restricted numbers

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Support Resources

Get help when you need it:

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Documentation

• API Reference: Complete WhatsApp Business API documentation
• Integration Guides: Step-by-step setup instructions
• Best Practices: Recommended configurations and workflows
• Troubleshooting: Common issues and solutions

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Community Support

• Developer Forums: Community discussions and help
• Video Tutorials: Visual setup and configuration guides
• Webinars: Live training sessions and Q&A
• Expert Support: Direct access to integration specialists

Test WhatsApp Integration

Send a test message to verify your setup

View Analytics

Monitor your WhatsApp performance