How WhatsApp automation works
WhatsApp automation works by connecting your business number to the WhatsApp Business Platform, then letting software react to incoming messages and CRM events with replies, flows or approved templates. People stay in the loop through a shared inbox where they can take over any chat.
1. Your number joins the WhatsApp Business Platform
The platform (Cloud API) is Meta’s official route for businesses to message at scale. Once your number is connected, messages flow through the API instead of a phone.
2. Two kinds of messages: session and template
When a customer messages you, a 24-hour customer-service window opens, and within it you can reply with normal messages (no template needed), which is where AI replies and flows operate. To start a conversation, or to message after the window closes, you send a Meta-approved template such as a reminder or an offer.
3. Triggers decide what happens
A new lead, a keyword, a stage change, a booked slot or a payment can each trigger an action: a reply, a flow, a template, an assignment or an alert.
4. AI handles the open questions
An AI Employee trained on your documents answers what customers ask in their own words, in their language, and hands over when it should.
5. Your team sees everything
Every automated conversation sits in the shared inbox. Taking over pauses the AI on that chat.