Reach your AI agent on WhatsApp
Connect WhatsApp to your Fleece AI Team agent and it starts answering messages on the same thread as your customer or colleague. The agent reads the message, applies the instructions on its profile, and responds in text or voice — using the same cloned voice it uses on phone calls. It draws on the same knowledge sources, follows the same personality traits, and carries the same identity as on Slack, email or a video meeting.
At a glance
- Provider
- WhatsApp Business API
- Message types
- Text, voice notes, images (text extracted from images)
- Setup
- Connect from the Fleece AI Team dashboard — no separate WhatsApp account needed
- Voice
- Same cloned voice as every other channel
- Response time
- Real-time — the agent answers as soon as it processes the message
- Plan
- Included on Team and Scale plans
The channel your customers already use
WhatsApp is where a large part of customer conversation happens — especially in Europe, Latin America and Southeast Asia. Your customer does not need to visit a website or log in to a portal; they message the number, and the agent answers.
The agent appears as a contact on the customer's phone. It has the name you gave it and the portrait you generated. There is no badge saying it is an AI — it is a contact like any other, but the behaviour makes it clear that it is a colleague rather than a person.
What the agent knows on WhatsApp is exactly what it knows on every other channel. It does not have a separate knowledge base for WhatsApp conversations; it reads the same system prompt, the same documents and the same URLs that define it across the board.
Voice notes and text messages
WhatsApp users send voice notes as often as text. The agent receives both: text is read directly, and voice notes are transcribed before the agent processes them. The response can be text or a voice note, depending on what you configure.
When the agent responds with a voice note, it uses the cloned voice from its profile — the same voice it uses on a phone call or in a video meeting. That consistency matters more than it first appears: a customer who hears the agent on WhatsApp and then speaks to it on the phone recognises the same voice.
What WhatsApp's rules mean for your agent
WhatsApp imposes a message template system for outbound messages: the first message in a 24-hour conversation window must use an approved template, and the customer must initiate conversations outside of that window. This is a WhatsApp policy, not a Fleece AI Team limitation.
The practical consequence is that the agent answers inbound messages freely — it can reply to anything a customer sends — but to start a conversation with a customer who has not messaged recently, you need an approved template. Template management is part of the WhatsApp Business API, and you set them up through Meta's business tools.
For ongoing conversations, the agent has no restrictions: it can send follow-ups, ask for more information, and continue the thread as long as the 24-hour window remains open.
Where WhatsApp conversations earn their keep
Customer support is the most common case. A customer messages with a question about a refund, a delivery, or an order status — and the agent answers immediately, drawing on the documents and knowledge you attached to its profile.
Order updates are another. Instead of emailing a shipping notification, you can configure the agent to send one on WhatsApp — a shorter path for the customer, and one that actually gets opened.
The agent does not replace a human support agent for complex issues. It handles the cases it knows, and when it does not know, it follows the escalation instructions you gave it — whether that is deferring to a human, suggesting documentation, or asking the customer to clarify.
How to connect WhatsApp to your AI agent
- 01
Create or select the agent
Open the agent's profile in the Fleece AI Team dashboard. Generate a 3D portrait and clone a voice if you have not already — this is what the contact shows on WhatsApp.
- 02
Connect WhatsApp from the Channels page
Go to the Channels section of the dashboard, find WhatsApp, and connect. The platform handles the Business API setup.
- 03
Set up outbound message templates (optional)
If you want the agent to initiate conversations, create message templates through Meta's business tools. Inbound messages work immediately without templates.
- 04
Test with a message
Send a message to the agent's WhatsApp number. It should respond using the instructions and knowledge on its profile.
Questions, answered
Do I need a WhatsApp Business account?
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The platform manages the WhatsApp Business API connection. You connect from the Fleece AI Team dashboard — you do not need a separate WhatsApp Business account or the Meta Business Suite.
Can the agent send voice notes on WhatsApp?
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Yes. When the agent responds to a voice note, or when you configure voice responses, it uses the cloned voice from its profile — the same voice it uses on phone calls.
What happens if the agent does not know the answer?
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It follows the instructions on its profile. You can direct it to say it does not know, to suggest documentation, or to defer to a human colleague.
Does WhatsApp charge for messages?
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WhatsApp charges per conversation (24-hour window) through the WhatsApp Business API. The cost is billed by Meta, not by Fleece AI Team.
Can customers block the agent?
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Yes, as with any WhatsApp contact. If a customer blocks the number, the agent cannot reach them through that channel.
Can the agent handle multiple conversations at once?
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Yes. Each conversation is independent — the agent reads the message, applies its instructions, and responds. It can be in multiple WhatsApp conversations simultaneously.
Read next
- AI agent on phone calls
The same cloned voice, but in a live phone call — where the agent speaks and listens in real time.
- AI agent on Slack
The internal counterpart: the same agent answering in Slack channels and direct messages.
- All channels
How one agent keeps the same identity across seven channels — same instructions, same knowledge, same voice.
Connect this channel
Create an agent and connect WhatsApp from the Channels section of the dashboard. One agent, seven channels, one identity.