WhatsApp Business Integration

WhatsApp Business integration allows you to send and receive messages, media, and interactive content through WhatsApp’s official Business API. This integration is perfect for customer support, sales, and marketing automation.

Getting Started

Prerequisites

WhatsApp Business Account
Facebook Business Manager account
Verified phone number
Business verification (for some features)

Setup Process

Create WhatsApp Business Account

Go to business.whatsapp.com
Sign up with your business information
Verify your business details
Complete the onboarding process

Connect to Kaie

Navigate to Integrations in your Kaie dashboard
Select “WhatsApp Business” from the available integrations
Click “Connect Account”
Authorize Kaie to access your WhatsApp Business account

Configure Settings

Set your business display name
Upload your business logo
Configure message templates
Set up webhook endpoints

Message Types

Text Messages

Send simple text messages to customers.

Basic Text Messages

Plain text messages
Emoji support
Basic formatting (bold, italic, strikethrough)
Variable substitution

Configuration

{
  "type": "text",
  "text": "Hello {{customer_name}}, how can I help you today?",
  "preview_url": false
}

Media Messages

Send images, videos, documents, and audio files.

Supported Media Types

Images: JPG, PNG, GIF (max 5MB)
Videos: MP4, 3GPP (max 16MB)
Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX (max 100MB)
Audio: AAC, M4A, AMR, MP3, OGG (max 16MB)

Configuration

{
  "type": "image",
  "image": {
    "link": "https://example.com/image.jpg",
    "caption": "Check out our latest product!"
  }
}

Interactive Messages

Send buttons, lists, and quick replies for better user engagement.

Button Messages

Up to 3 buttons per message
Call-to-action buttons
URL buttons
Quick reply buttons

List Messages

Up to 10 list items
Section headers
Descriptions and emojis
Interactive selection

Template Messages

Send pre-approved message templates for marketing and notifications.

Template Types

Marketing: Promotional content
Utility: Account updates, notifications
Authentication: OTP, verification codes

Template Requirements

Must be approved by WhatsApp
Follow specific formatting rules
Include required parameters
Respect messaging policies

Webhook Configuration

Setting Up Webhooks

Configure webhooks to receive incoming messages and status updates.

Webhook Events

messages: Incoming customer messages
message_status: Delivery and read receipts
message_errors: Failed message notifications

Configuration

Go to your WhatsApp Business API settings
Add webhook URL: https://api.kaie.ai/webhooks/whatsapp
Verify webhook with challenge token
Subscribe to required events

Webhook Payload Structure

Understand the structure of incoming webhook data.

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "WHATSAPP_BUSINESS_ACCOUNT_ID",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "PHONE_NUMBER",
              "phone_number_id": "PHONE_NUMBER_ID"
            },
            "messages": [
              {
                "id": "MESSAGE_ID",
                "from": "CUSTOMER_PHONE_NUMBER",
                "timestamp": "TIMESTAMP",
                "text": {
                  "body": "MESSAGE_TEXT"
                },
                "type": "text"
              }
            ]
          },
          "field": "messages"
        }
      ]
    }
  ]
}

Workflow Integration

Message Triggers

Set up workflows that respond to incoming WhatsApp messages.

Trigger Configuration

Message Content: Respond to specific text
Media Type: React to images, videos, etc.
Customer Type: New vs. existing customers
Time-based: Business hours only

Use Cases

Customer Support: Answer common questions
Order Status: Provide order updates
Appointment Booking: Schedule meetings
Product Information: Share product details

Automated Responses

Configure AI-powered responses for customer inquiries.

Response Types

Instant Replies: Quick responses to common questions
AI-Generated: Intelligent responses using AI Brain
Template-Based: Pre-written responses for specific scenarios
Escalation: Route complex issues to human agents

Configuration

Set response time limits
Configure escalation rules
Define conversation flows
Set up fallback responses

Advanced Features

Rich Media Support

Send engaging content with images, videos, and documents.

Image Messages

High-quality image sharing
Caption support
Thumbnail generation
Format optimization

Video Messages

Video preview generation
Caption support
Format conversion
Size optimization

Interactive Elements

Create engaging conversations with interactive components.

Quick Replies

Pre-defined response options
Easy customer selection
Workflow branching
Data collection

Call-to-Action Buttons

Visit website
Call phone number
Send email
Custom actions

Message Status Tracking

Monitor message delivery and engagement.

Status Types

Sent: Message sent to WhatsApp
Delivered: Message delivered to customer
Read: Customer opened the message
Failed: Message delivery failed

Use Cases

Track campaign performance
Monitor customer engagement
Identify delivery issues
Optimize send times

Best Practices

Message Guidelines

Follow WhatsApp’s messaging policies and best practices.

Content Guidelines

Keep messages relevant and valuable
Avoid spammy or promotional content
Respect customer preferences
Follow WhatsApp’s terms of service

Timing Guidelines

Send messages during business hours
Respect customer time zones
Avoid excessive messaging
Allow opt-out options

Performance Optimization

Optimize your WhatsApp integration for better performance.

Message Optimization

Use appropriate message types
Optimize media file sizes
Test message rendering
Monitor delivery rates

Workflow Optimization

Minimize response times
Use efficient trigger conditions
Implement proper error handling
Monitor workflow performance

Troubleshooting

Common Issues

Resolve common WhatsApp integration problems.

Message Delivery Issues

Check phone number format
Verify webhook configuration
Review message content
Check rate limits

Authentication Problems

Verify API credentials
Check token expiration
Review permissions
Test webhook connectivity

Error Codes

Understand common error codes and their solutions.

Error Code	Description	Solution
100	Invalid parameter	Check message format
131000	Message undeliverable	Verify phone number
131021	Re-engagement message	Use template message
131026	Unsupported message type	Use supported format

Next Steps

Explore more integration options:

Instagram Integration

Connect with customers through Instagram Direct

Voice Calls

Set up AI-powered voice interactions

AI Brain System

Leverage AI for intelligent conversations

Analytics

Monitor WhatsApp performance and engagement

Getting started

Workflow Builder

Integrations

Analytics & Monitoring

WhatsApp Business Integration