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Connect a WhatsApp Business number to run Text agents on WhatsApp. Callers connects through 360dialog, an official WhatsApp Business Solution Provider. Outgoing conversations start with a Meta-approved message template. Once the contact replies, the agent writes free-form messages like it does on SMS.

Before you start

You need:
  • A Meta Business account that you can verify.
  • A phone number for WhatsApp Business that isn’t already registered on a personal WhatsApp or another provider.

Connect WhatsApp

1

Open the WhatsApp connection

In App Center, find WhatsApp and connect it. A WhatsApp window opens.
2

Complete the 360dialog sign-up

Click Connect. A 360dialog window opens where you link or create your Meta Business account, verify the business, register your phone number, and grant permissions. When it finishes, the window shows Connected Successfully.
3

Set the message rate

Set the Messages Per Second (MPS) Limit (0.1–20, default 1).
4

Check your number

Your WhatsApp number appears on the Phone numbers page and in the agent’s Channels → Text Channels list.
Connected WhatsApp card in App Center with its menu open, showing View Templates and Disconnect

The WhatsApp connection menu in App Center

Create message templates

WhatsApp only lets a business start a conversation with a template that Meta has approved. Create templates in Callers and they are submitted to Meta for review.
1

Open your templates

In App Center, open the menu on your WhatsApp connection and choose View Templates. The WhatsApp Templates window lists templates under All, Approved, Pending, and Rejected.
2

Create a template

Click Create New and fill in:
  • Template Name. Spaces are converted to underscores.
  • Category: Utility, Marketing, or Authentication.
  • Language.
  • The message body. Insert agent variables with the Variables tab, for example {{name}}. A live preview shows how the message will look.
3

Wait for approval

The template stays Pending until Meta reviews it. This usually takes from a few minutes to 24 hours. Callers notifies you when a template is approved. Use the refresh button in the templates window to update statuses.
WhatsApp Templates window with All, Approved, Pending, and Rejected filters at zero, a No Templates Found message, and the Create New button highlighted

The WhatsApp Templates window

Meta rejects templates whose category doesn’t match the content (for example, promotional wording in a Utility template). Templates with vague variables, or that start or end with a variable, are also often rejected. Write the body so it reads clearly with realistic values.

Build a WhatsApp agent

1

Create a Text agent and select the WhatsApp number

Create an agent with WhatsApp as the channel, or switch an existing Text agent to your WhatsApp number in Channels → Text Channels.
2

Choose the opening template

When the agent uses WhatsApp, the script automatically starts with a WhatsApp Template step. Click it, pick an approved template, and it becomes the agent’s first message. Variables used in the template are added to the agent’s variables. Rejected templates can’t be selected. A pending template can be selected, but messages won’t send until Meta approves it.
3

Write the rest of the script

Steps after the template guide the free-form conversation once the contact replies.
4

Test and start

Click Test, enter your WhatsApp number in international format, and click Start Chatting.
WhatsApp template form with Template Name my_new_template, Category Utility, Language English, a message body using the Name variable, and a live WhatsApp preview

Creating a WhatsApp template

How WhatsApp messaging works

The 24-hour window. Meta allows free-form business messages only within 24 hours of the contact’s last message. Each reply from the contact restarts the 24 hours. Once a contact has replied, the agent’s messages, including drop-off follow-ups, are free-form. Free-form messages sent more than 24 hours after the contact’s last message are rejected by WhatsApp. Keep Min Wait Time Between Drop-Off Attempts under 24 hours for WhatsApp agents.

Opt-outs

WhatsApp has no carrier STOP keyword. Post-chat analysis marks a contact Unsubscribed when they ask to stop receiving messages, and the agent doesn’t message them again. See Text message opt-outs.

Troubleshooting

Allow pop-ups for app.callers.ai, make sure your Meta Business account is verified, and check that the number isn’t still registered on another WhatsApp account.
Check that the category matches the content, give variables clear surrounding text, and avoid content Meta’s commerce policy prohibits. Edit and resubmit as a new template.
Make sure the WhatsApp Template step uses an Approved template and that the contact’s number is on WhatsApp.
The contact’s 24-hour window likely closed. Shorten the wait between drop-off follow-ups so they go out within 24 hours of the contact’s last message.
Problems on the WhatsApp Business account itself stop the agent: a payment method issue, an invalid API key, a policy violation, a locked account, or a missing display name. Fix the issue in your Meta or 360dialog account, then start the agent again.

Text agent settings

Schedule, follow-ups, drop-offs, message delay.

Variables

Fill template placeholders from contact data.

Notifications

Get notified when a template is approved.

WhatsApp Business Platform

Meta’s rules for templates and messaging.

Compliance

Opt-in, template, and messaging rules for WhatsApp.