WhatsApp Channel Configuration

Agent Name: Alex
Business Name: Your Business Name
Profile Picture: [Upload your brand logo]
```text

**[Screenshot placeholder: Agent identity settings]**

#### Greeting Message

Set the first message customers receive:

**Example Greeting:**
```text
Hi! 👋 I'm Alex from [Your Business].

I'm here to help you 24/7 with:
• Booking appointments
• Product questions
• Order status
• General inquiries

How can I assist you today?
```text

**Best Practices:**
- Keep it concise (2-3 short sentences)
- List key capabilities
- Use emojis sparingly for visual appeal
- Include clear call-to-action

#### Business Hours

Configure when your agent is active:

- **24/7 Mode** - Always available (recommended)
- **Business Hours** - Active during specific times
- **Custom Schedule** - Different hours per day

**Out-of-Hours Message:**
```text
Thanks for reaching out! Our team is currently offline.
We're available Monday-Friday, 9 AM - 6 PM EST.

I can still help you with:
• Booking appointments for tomorrow
• Answering common questions
• Taking a message for our team

What would you like to do?
```text

**[Screenshot placeholder: Business hours configuration]**

### Response Behavior

#### Response Speed

- **Instant** - Respond immediately (default)
- **Natural Timing** - Add 1-3 second delay to seem more human
- **Typing Indicator** - Show typing animation before responding

#### Message Style

**Tone Options:**
- Professional and formal
- Friendly and conversational
- Casual and relaxed
- Custom instructions

**Example Custom Instructions:**
```text
Respond in a friendly, helpful tone. Use simple language.
Keep messages short (2-3 sentences max). Use emojis occasionally.
Always ask clarifying questions before making assumptions.
```text

#### Language Settings

- **Primary Language** - Default language for responses
- **Auto-Detect** - Automatically detect and respond in customer's language
- **Supported Languages** - 25+ languages including:
  - English, Spanish, French, German, Italian
  - Portuguese, Arabic, Hindi, Chinese, Japanese
  - And more

**[Screenshot placeholder: Language configuration]**

## Rich Media Configuration

### Message Types

Enable different message types for your agent:

#### Text Messages
- **Formatting** - Bold, italic, strikethrough
- **Emojis** - Enhanced with relevant emojis
- **Links** - Automatic link formatting

#### Images
- **Product Images** - Show products from your catalog
- **Informational Graphics** - Share charts, infographics
- **Location Maps** - Share business location

**Configuration:**
```text
Maximum Image Size: 5MB
Supported Formats: JPG, PNG, WebP
Auto-Resize: Enabled
```text

#### Documents
- **PDFs** - Brochures, menus, price lists
- **Word Docs** - Forms, contracts
- **Spreadsheets** - Product catalogs

**Configuration:**
```text
Maximum Document Size: 100MB
Supported Formats: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX
Auto-Generate: Enabled (for receipts, confirmations)
```text

#### Videos
- **Product Demos** - Showcase products
- **Tutorial Videos** - How-to guides
- **Welcome Videos** - Introduction to your business

**Configuration:**
```text
Maximum Video Size: 16MB
Supported Formats: MP4, 3GP
Duration Limit: 3 minutes recommended
```text

**[Screenshot placeholder: Media configuration panel]**

### Interactive Messages

#### Quick Reply Buttons

Provide up to 3 quick action buttons:

**Example:**
```text
Customer: I want to book an appointment

Agent: I'd be happy to help you book an appointment!
What type of service are you interested in?

[Button: Haircut]
[Button: Hair Coloring]
[Button: See All Services]
```text

**Configuration:**
- Button text: Up to 20 characters
- Button action: Send message, trigger flow, or open URL
- Maximum: 3 buttons per message

#### List Messages

For more than 3 options, use list messages:

**Example:**
```text
Customer: What services do you offer?

Agent: We offer a variety of hair services.
Tap "View Services" to see our complete menu.

[View Services] ▼

→ Haircuts & Styling
   • Men's Haircut - $30
   • Women's Haircut - $45
   • Kids Haircut - $20

→ Coloring Services
   • Full Color - $80
   • Highlights - $100
   • Touch-up - $50

→ Special Treatments
   • Keratin Treatment - $150
   • Deep Conditioning - $40
```text

**Configuration:**
- List title: Up to 60 characters
- Sections: Up to 10
- Items per section: Up to 10
- Item description: Up to 72 characters

**[Screenshot placeholder: Interactive message examples]**

### Message Templates

WhatsApp requires pre-approved templates for outbound messages (messages sent first by your business).

#### Template Categories

**Utility Templates** - Transactional messages
- Order confirmations
- Appointment reminders
- Account alerts
- Shipping updates

**Marketing Templates** - Promotional messages (restricted)
- New product announcements
- Special offers
- Event invitations

#### Creating Templates

1. Navigate to **Channels** > **WhatsApp** > **Templates**
2. Click **Create Template**
3. Choose category: Utility or Marketing
4. Enter template details:

**Example Template:**
```text
Name: appointment_reminder
Category: Utility
Language: English

Message:
Hi {{1}}, this is a reminder about your appointment with {{2}}
on {{3}} at {{4}}.

Reply YES to confirm or RESCHEDULE to pick a new time.

[Button: Confirm]
[Button: Reschedule]
```text

5. Submit for Meta approval
6. Wait 1-24 hours for approval

**[Screenshot placeholder: Template creation form]**

#### Template Variables

Use variables for dynamic content:

- `{{1}}` - Customer name
- `{{2}}` - Service/product name
- `{{3}}` - Date
- `{{4}}` - Time
- `{{5}}` - Custom value

**Best Practices:**
- Keep templates concise
- Clearly state the purpose
- Include opt-out instructions
- Avoid promotional language in utility templates
- Test all variables before submission

## Integration Settings

### CRM Integration

Sync WhatsApp conversations with your CRM:

**Supported CRMs:**
- HubSpot
- Salesforce
- FreshDesk
- Custom API

**Configuration:**
1. Navigate to **Integrations** > **CRM**
2. Select your CRM
3. Authenticate
4. Map fields:
   - WhatsApp → CRM Contact
   - Message → CRM Note
   - Tag → CRM Tag

[Learn more about CRM integrations →](/integrations/hubspot)

### Calendar Integration

Enable smart scheduling through WhatsApp:

**Supported Calendars:**
- Google Calendar
- Calendly
- Microsoft Outlook

**What customers can do:**
- Check availability
- Book appointments
- Reschedule
- Cancel bookings
- Receive reminders

**Example Flow:**
```text
Customer: I need a haircut this week

Agent: I'd be happy to help you book! I have availability this week:

Tuesday, March 14
• 2:00 PM
• 4:30 PM

Wednesday, March 15
• 10:00 AM
• 1:00 PM
• 3:00 PM

Which time works best for you?

Customer: Tuesday at 2

Agent: Perfect! I've booked you for a haircut on Tuesday,
March 14 at 2:00 PM.

You'll receive a reminder 24 hours before your appointment.
See you then! ✂️
```text

[Learn more about Calendar integrations →](/integrations/google-calendar)

**[Screenshot placeholder: Calendar integration settings]**

### E-commerce Integration

Connect your online store:

**Supported Platforms:**
- Shopify
- WooCommerce
- Custom API

**Features:**
- Product catalog access
- Inventory checking
- Order status updates
- Cart recovery
- Personalized recommendations

[Learn more about E-commerce integrations →](/integrations/shopify)

## Advanced Configuration

### Conversation Routing

Route conversations based on:

**Intent Detection:**
```text
Sales inquiry → Sales team
Support request → Support team
Billing question → Billing team
General question → AI Agent
```text

**Customer Properties:**
```text
VIP customer → Priority queue
New customer → Onboarding flow
Returning customer → Continue context
```text

**Time-Based:**
```text
Business hours → AI + Human backup
After hours → AI only
Weekends → Limited AI + On-call
```text

**[Screenshot placeholder: Routing configuration]**

### Handoff to Human Agents

Configure when and how to transfer to human agents:

**Automatic Handoff Triggers:**
- Customer explicitly requests human agent
- AI confidence below threshold (e.g., 70%)
- Complex query detected
- Escalation keywords detected ("angry", "cancel", "refund")
- After N failed resolution attempts

**Handoff Message:**
```text
I'm connecting you with a member of our team who can better
assist you. Please hold for just a moment...
```text

**Agent Assignment:**
- Round-robin
- Based on availability
- Based on expertise
- Based on customer relationship

### WhatsApp Business Profile

Configure your business profile (visible to customers):

**Profile Information:**
- Business name
- Business description (256 characters)
- Business category
- Business address
- Business email
- Business website
- Profile photo (640x640px)

**Business Hours:**
- Monday-Friday: 9 AM - 6 PM
- Saturday: 10 AM - 4 PM
- Sunday: Closed

**Catalog:**
Upload your product/service catalog:
- Product name
- Description
- Price
- Images
- Availability

**[Screenshot placeholder: Business profile settings]**

### Compliance Settings

Ensure WhatsApp policy compliance:

**Opt-In Management:**
- Collect explicit opt-in before messaging
- Store opt-in timestamp and method
- Honor opt-out requests immediately

**Opt-Out Keywords:**
Automatically process these as opt-outs:
- STOP
- UNSUBSCRIBE
- CANCEL
- OPTOUT

**Opt-Out Response:**
```text
You've been unsubscribed from our WhatsApp messages.
You can opt back in anytime by messaging START.
```text

**Message Limits:**
- 1 marketing message per 24 hours
- No limit on conversation messages
- No limit on utility templates

**Prohibited Content:**
- Spam or unsolicited messages
- Misleading information
- Adult content
- Illegal products/services
- Cryptocurrency promotions (restricted)

## Testing

### Test Before Going Live

1. **Test Phone Number**
   - Send yourself messages
   - Test all message types
   - Verify rich media delivery

2. **Test Scenarios**
   - Happy path (successful interaction)
   - Edge cases (unexpected inputs)
   - Error handling
   - Handoff to human

3. **Test Integrations**
   - Calendar booking flow
   - CRM data sync
   - E-commerce functionality
   - Payment processing (if applicable)

4. **Test Templates**
   - Verify all variables populate correctly
   - Check formatting on mobile devices
   - Test button actions
   - Confirm delivery and read receipts

**[Screenshot placeholder: Test conversation examples]**

### Test Checklist

- [ ] Profile information displays correctly
- [ ] Greeting message sends properly
- [ ] Agent responds to basic questions
- [ ] Quick reply buttons work
- [ ] List messages display correctly
- [ ] Images send and display
- [ ] Documents download properly
- [ ] Calendar integration books appointments
- [ ] CRM creates/updates contacts
- [ ] Templates send successfully
- [ ] Handoff to human agent works
- [ ] Opt-out processing works
- [ ] Multi-language responses work
- [ ] Business hours logic works

## Monitoring & Analytics

### Key Metrics

Track WhatsApp channel performance:

**Volume Metrics:**
- Messages received
- Messages sent
- Active conversations
- New conversations
- Conversation completion rate

**Performance Metrics:**
- Average response time
- First response time
- Resolution rate
- Handoff rate
- Customer satisfaction score

**Engagement Metrics:**
- Button click rate
- List interaction rate
- Media view rate
- Template delivery rate
- Template read rate

[View detailed analytics →](/reporting)

**[Screenshot placeholder: WhatsApp analytics dashboard]**

### Message Quality Score

WhatsApp assigns a quality score to your number:

**Quality Levels:**
- **Green (High)** - Excellent quality, full access
- **Yellow (Medium)** - Some user feedback, minor limits
- **Red (Low)** - Significant issues, major restrictions

**Maintain High Quality:**
- Only message opted-in users
- Respond to incoming messages promptly
- Avoid spammy behavior
- Use templates appropriately
- Monitor and address user feedback

## Troubleshooting

### Common Issues

#### Messages Not Delivering

**Possible Causes:**
- Phone number not verified
- Business account not approved
- Template not approved
- Messaging limit reached
- Customer blocked your number
- Quality score too low

**Solutions:**
- Check account status in Meta Business Manager
- Verify phone number ownership
- Review and resubmit templates
- Check quality score and user feedback
- Contact customer through alternative channel

#### Template Rejection

**Common Rejection Reasons:**
- Variable formatting incorrect
- Promotional content in utility template
- Grammar or spelling errors
- Policy violations
- Missing opt-out instructions

**Solutions:**
- Review WhatsApp template guidelines
- Use clear, professional language
- Avoid promotional language in utility templates
- Include opt-out mechanism
- Resubmit with corrections

#### Poor Engagement

**Possible Causes:**
- Messages too long or complex
- Not using rich media effectively
- Poor timing
- Irrelevant content

**Solutions:**
- Shorten messages
- Add images and buttons
- Optimize send times
- Segment audience better
- A/B test different approaches

#### High Handoff Rate

**Possible Causes:**
- AI not trained properly
- Complex queries beyond AI capability
- Integration issues
- Lack of knowledge base content

**Solutions:**
- Add more training data to knowledge base
- Review conversation logs for patterns
- Improve integration configuration
- Add more Q&A pairs
- Refine AI instructions

## Best Practices

### Message Design

**Do:**
- Keep messages concise (2-3 sentences)
- Use bullet points for lists
- Add emojis for visual appeal (sparingly)
- Include clear call-to-action
- Use buttons for common actions

**Don't:**
- Send long paragraphs
- Overuse emojis
- Use all caps (looks like shouting)
- Send multiple messages in quick succession
- Use complex formatting

### Conversation Flow

**Do:**
- Ask one question at a time
- Confirm understanding before proceeding
- Provide clear next steps
- Acknowledge customer input
- Set expectations for wait times

**Don't:**
- Ask multiple questions simultaneously
- Make assumptions
- Leave customers hanging
- Ignore customer frustration
- Rush the conversation

### Timing

**Do:**
- Respond instantly to incoming messages
- Send reminders at appropriate times
- Respect business hours for outreach
- Space out multiple messages
- Follow up on unresolved conversations

**Don't:**
- Message customers late at night
- Send too frequent reminders
- Message immediately after opt-in
- Bombard with promotions
- Follow up too aggressively

## Next Steps

- [Configure Telephony Channel](/channels/telephony)
- [Set Up Web Widget](/channels/web)
- [Add Calendar Integration](/integrations/google-calendar)
- [Connect CRM](/integrations/hubspot)
- [Build Knowledge Base](/knowledge-base)

## Support

Need help with WhatsApp configuration?
- Contact support at support@livetok.ai
- Check [Developer Documentation](/developers)
- Review [API Reference](/developers/api)