WhatsApp Integration
Neuratel integrates with WhatsApp Business to let you send template messages, manage conversations, and initiate AI-powered voice calls through WhatsApp — managed from the WhatsApp section of the dashboard.
Prerequisites
- A WhatsApp Business account set up in Meta Business Manager
- A phone number registered with WhatsApp Business API
- A permanent System User access token from your Meta app
- The phone number ID from your WhatsApp Business API setup
Connect Your Account
- Go to WhatsApp in the left sidebar
- Click Connect Account
- Enter your WhatsApp phone number ID and access token from Meta
- Click Verify & Connect
Neuratel validates the credentials with Meta and imports your account details automatically. Connected accounts appear in the WhatsApp section.
Send a Template Message
WhatsApp requires pre-approved message templates for outbound messages outside the 24-hour conversation window. Templates must be created and approved in your Meta Business Manager before use.
From the WhatsApp section:
- Select a conversation or start a new one
- Click Send Template
- Choose a pre-approved template and fill in the variable fields
- Click Send
Important: Template messages must be pre-approved by Meta before use. Create and submit templates for approval in your Meta Business Manager.
Initiate an Outbound Voice Call
To start an AI voice call with a WhatsApp contact:
- Open the conversation in the WhatsApp section
- Click Start Call
- Select the agent to handle the call
- Click Initiate
The AI agent connects with the WhatsApp user through a WhatsApp voice call and handles the conversation using its configured brain, voice, and instructions.
View Conversations
All WhatsApp conversations appear in the WhatsApp section, organized by contact. Each conversation shows:
- Contact phone number and name (if available)
- Last message timestamp
- Unread message count
- Conversation status (active, archived)
Receiving Inbound Messages
Inbound WhatsApp messages are delivered to your account automatically once your account is connected. They appear in the WhatsApp conversations view in real time.
To receive real-time webhook events for inbound messages, configure a webhook in Settings → Webhooks and subscribe to the relevant WhatsApp event types.
Template Message Guidelines
| Rule | Details |
|---|---|
| Approval required | All templates must be approved by Meta before sending |
| 24-hour window | Free-form messages only allowed within 24 hours of last customer message |
| Outside 24 hours | Must use an approved template to re-engage |
| Parameters | Use numbered placeholders ({{1}}, {{2}}) matching your template definition |
| Rate limits | Subject to Meta's messaging limits based on your quality rating |