# Whatsapp

WhatsApp integration allows organizations to connect Autom Mate AI Agents with users through **WhatsApp messaging**.

By enabling the WhatsApp channel, users can communicate with AI Agents directly through WhatsApp, allowing organizations to provide **AI-powered support, service automation, and workflow interactions through one of the most widely used messaging platforms.**

This channel is particularly useful for **customer support, field operations, and external user interactions.**

***

## How WhatsApp Integration Works

When a user sends a message via WhatsApp:

1. The message is received through the **WhatsApp Business API**.
2. WhatsApp forwards the message to the configured **webhook endpoint**.
3. The webhook sends the request to **Autom Mate**.
4. The request is processed by the configured **AI Agent**.
5. The AI Agent may interact with connected systems (ServiceNow, Xurrent, ServiceDesk Plus, etc.).
6. The response is sent back to the user through WhatsApp.

This enables organizations to deliver **automated service interactions through WhatsApp conversations.**

***

## Prerequisites

Before enabling the WhatsApp channel, ensure the following requirements are met:

* An **Autom Mate account**
* A configured **AI Agent in AI Agent Composer**
* A **WhatsApp Business Account**
* Access to **Meta Developer Portal**
* A configured **WhatsApp Cloud API application**

***

## Install the WhatsApp Integration

To connect WhatsApp with Autom Mate, you must first configure the WhatsApp Business API.

This process includes:

* Creating a Meta Developer application
* Enabling WhatsApp Cloud API
* Generating API credentials
* Configuring the webhook endpoint

For the complete installation steps, follow the official installation guide:

👉\
**WhatsApp ChatBot Installation Guide**

<https://docs.autommate.com/userguide/installation-setup/app-installations/whatsapp-chatbot-installation>

***

## Connect WhatsApp to an AI Agent

Once the WhatsApp API integration is configured, you can connect it to an AI Agent inside Autom Mate.

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### Step 1 — Open AI Agent Composer

Navigate to:

```
AI Agent Composer
```

Select the AI Agent that you want to enable for WhatsApp.

***

### Step 2 — Open Channels

Go to the **Channels** section of the AI Agent configuration.

Select **WhatsApp**.

***

### Step 3 — Copy the Webhook URL

The setup panel will display a **Webhook URL**.

This URL must be configured in your **WhatsApp Cloud API webhook configuration**.

Example:

```
https://aut.autommate.app/api/v1/automs/run/XXXXXXXX
```

This webhook allows incoming WhatsApp messages to be forwarded to the AI Agent.

***

### Step 4 — Select a WhatsApp Credential

In the next step, choose a WhatsApp credential to authorize the connection.

Options include:

* **Select from Existing Credential**
* **Create New Credential**

Credentials store the authentication details required for communicating with the WhatsApp API.

Once selected, complete the configuration.

***

## Testing the Integration

After completing the setup:

1. Open WhatsApp on your mobile device.
2. Send a message to the configured WhatsApp number.
3. The message will be received by Autom Mate.
4. The AI Agent will process the request and return a response.

Users can now interact with the AI Agent through WhatsApp.

***

## Typical Use Cases

WhatsApp AI Agents are commonly used for:

* Customer support automation
* Service request creation
* Incident reporting
* Order status inquiries
* Knowledge base assistance

***

## Next Steps

After configuring Whatsapp, you can connect it with an AI Agent such as:

* ServiceNow AI Agent
* Xurrent AI Agent
* ServiceDesk Plus AI Agent