Overview

WhatsApp is now supported as a communication channel in Conversation AI workflows. Whether you’re using a Q&A bot or booking appointments, your AI assistant can now interact with leads and customers directly on WhatsApp.

This is a major upgrade for businesses who rely on WhatsApp as a primary messaging channel. It allows you to deliver seamless customer service, collect lead info, or confirm appointments automatically.

Why This Matters

• Reach Customers Where They Are  WhatsApp is a preferred channel for millions. Now you can automate support and sales outreach right where your audience is most active.

• Faster Response Time  Automate replies to common queries without delay.

• Increase Booking Rates  Let your AI book appointments directly via WhatsApp with no manual follow-up required.

• Consistent Conversations  Your bot can now deliver the same experience across email, SMS, web chat, and WhatsApp.

Enabling WhatsApp in Conversation AI Workflow

Step 1: Open Your Workflow

• Go to Automated Workflows > Workflow List

• Either + Create Workflow or Edit an Existing One

Step 2: Add a Conversation AI Bot Action

• Click + Add New Trigger

• Choose from the following:

  • Conversation AI Q&A Bot

  • Appointment Booking Conversation AI Bot

Step 3: Set WhatsApp as the Channel

• In the selected action’s settings, find the “Channel” field

• Use the dropdown to select WhatsApp

• Make any other configuration updates based on your objective (e.g., appointment slot settings or bot behavior rules)

Step 4: Save and Activate

• Click Save Action to apply changes

• Test the workflow to confirm responses are routed to WhatsApp

• Publish the workflow when ready

Scenario: WhatsApp Appointment Bot for Dental Clinics

Use Case: A dental clinic wants to reduce no-shows and make it easier for new patients to book consultations via WhatsApp.

Setup:

• Create a Workflow called “New Lead  WhatsApp Appointment Bot”

• Add the Appointment Booking Bot as the action

• Set the channel to WhatsApp

• Configure the bot to offer available time slots and confirm bookings

• Include a fallback that tags the lead if booking fails, so a human can follow up

Result: New inquiries sent via WhatsApp are handled instantly by the bot, who confirms bookings within seconds saving staff time and increasing appointment rates.