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WhatsApp AI Agent Development
Messages answered, bookings confirmed
A WhatsApp agent built around your own systems.
A WhatsApp agent built around your own systems. It answers from information you approved, takes bookings against your real calendar, records enquiries in your CRM and passes the conversation to your team with the details when a person is needed.
For many businesses WhatsApp is where customers expect to reach them, and most of what they send is repeatable: opening hours, availability, an order, a booking. Meta offers its own AI agent inside WhatsApp Business, and for simple replies that can be enough. A custom agent earns its place when the reply depends on your systems: your calendar, your catalogue, your CRM, your rules for when a person takes over.
What exists today is a working demonstration on test data, which we can walk you through. Connecting it to your own systems is the project.
How it differs from related agents: the Instagram DM and Facebook Messenger agents work under those platforms' own rules, and the omnichannel conversation agent keeps one customer's history across several channels. This page covers WhatsApp on its own.
How One Request Moves Through
An example of one case, in 6 steps. The same steps play in the picture at the top of this page.
Message received
A customer writes on WhatsApp. The message's signature is checked before it is read, and a repeated delivery is recognised by its id.
Request understood
The agent reads the language, the request and the facts in it, such as a service, a day, a time and a name.
System checked
It asks your calendar for real availability on that day instead of assuming.
Confirmation requested
It states the service, the full date, the time and the time zone, and asks the customer to confirm.
Booking written
The booking is written once, with a key that prevents a duplicate, and the reply quotes the calendar's own reference.
Exception routed
If the calendar cannot confirm, nothing is promised and your team receives the conversation with its history.
Six Things That Slow This Down
Replies that depend on a system
A customer asks for a time or an order status and the answer sits in software the chat cannot see.
Enquiries that never reach the CRM
Details given in a chat stay in the chat, so nobody follows up and nothing is measured.
The same message delivered twice
Messaging platforms resend webhooks. Without care, one confirmation becomes two bookings.
Dates written every possible way
"Tomorrow at 5", "9/10" and Arabic numerals all need one unambiguous reading before anything is booked.
Handover that starts from zero
When a person takes over, the customer is asked to repeat everything.
Platform rules
Free-form replies are only allowed for a limited time after the customer's last message; outside it, approved templates are required.
What We Need to Scope This
- The process as it runs today, in a few lines.
- The systems it touches, for example messaging, calendar and booking, CRM, orders and catalogue.
- Rough monthly volume, and who approves what.
Six jobs it carries through
01Approved answers
Answers questions only from information your business approved, and names the source.
- Reads the question in English or Arabic
- Finds the approved answer and its source document
- Says so when there is no approved answer
- Escalates when two sources disagree
02Appointment booking
Books, moves and cancels appointments against your real calendar.
- Checks availability before offering a time
- States the date, time and time zone explicitly
- Confirms only after the calendar confirms
- Offers alternatives when a slot has just been taken
03Enquiry qualification
Collects what your team needs from a new enquiry and records it.
- Asks only for what is missing
- Applies criteria you approved
- Updates an existing contact instead of duplicating it
- Records the reason behind each result
04Order lookup and drafts
Shares an order's status with its owner and prepares order drafts for approval.
- Checks the sender against the order before sharing details
- Reads status from the order system
- Prepares a draft for your team to confirm
- Logs refund requests for a person to decide
05Handover with context
Passes the conversation to a person with a summary of what was said and done.
- On request, on a system failure or after repeated misunderstanding
- Routes to the queue you set for each reason
- Includes the facts collected and the actions taken
- Stops acting once a person owns the conversation
06Action trace
Keeps a record of every system call it made and what came back.
- One record per action with time and result
- Marks which environment answered
- Shows retries and repeated deliveries
- Available to your team for review
Your Rules Decide What It May Do
The agent reads messages; your configuration decides what happens next. It can only call the systems you connect, only for the actions you allow, and every write carries a key so that a retried request cannot repeat it.
Messages from customers are treated as information, never as instructions. A message that tries to change the agent's behaviour changes nothing.
- Replies only from approved knowledge
- Per-action permissions you define
- Identity checked before order details are shared
- Bookings confirmed only by the calendar
- Human handover on request or failure
- A record of every action
Where It Connects
The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.
Messaging
- WhatsApp Business Platform (Cloud API)
- a business solution provider you already use
Calendar and booking
- Google Calendar
- Calendly
- or your booking system
CRM
- HubSpot
- Zoho
- Salesforce
- or a custom CRM
Orders and catalogue
- Shopify
- WooCommerce
- or your order system
Knowledge
- Approved documents
- policies
- price lists you maintain
Team handover
- Shared inbox
- ticketing
- or your help desk
Asked Before the First Call
A WhatsApp Business account with access to the WhatsApp Business Platform, the systems the agent should work with (calendar, CRM, order system) and someone who can approve the knowledge it answers from. We confirm your account's eligibility and the platform's current messaging rules with you at the start, because they change.
You do. The code, the configuration and the accounts it runs under are yours, in your name. Support after launch is agreed with the project: we can keep running and extending it with you, or hand it to your team with documentation.
Running costs come from three places: the language model, which is billed by usage; the channel or provider, which has its own fees; and hosting and monitoring. On WhatsApp the platform charges for certain message types. We estimate these from your real volumes before anything is built, and we do not publish a price list because the figures depend on those volumes.
A working demonstration on test data: a WhatsApp-format conversation that ends in a booking, a recorded enquiry or an order draft, including what happens when a system is unavailable. The demonstration handles English and Arabic text. Dialects, voice notes, images and other languages are tested on your real conversations before we offer them.
Bring One WhatsApp Workflow
Pick the conversation your team repeats most. We will show you the demonstration, map your version of it and tell you plainly what has to be connected.