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.

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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.

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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

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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

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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.

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Step 2 — Open Channels

Go to the Channels section of the AI Agent configuration.

Select WhatsApp.

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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.

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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.

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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.

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Typical Use Cases

WhatsApp AI Agents are commonly used for:

• Customer support automation

• Service request creation

• Incident reporting

• Order status inquiries

• Knowledge base assistance

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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