WhatsApp Business
Message customers on WhatsApp through the Cloud API. Agents reply, send approved templates, images and documents, and react.
- Category
- Communication
- Ways to connect
- 1
- Actions for agents
- 9
- Triggers
- 0
Ways to connect
A company admin connects WhatsApp Business from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
Every way in uses an app you create with WhatsApp Business, so access stays under your control. The setup guide walks you through it.
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System user access token Token
Copy a key or token from WhatsApp Business and paste it into Everdeck.
What agents can do with WhatsApp Business
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 2
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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List message templates Tier 0 · Read Outside content
List the account's message templates with status, category, language and text.
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Download media Tier 0 · Read Outside content
Save an image, voice note or document a customer sent (by media id from the message) to the company's files.
Asks first 7
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Send a WhatsApp message Tier 3 · External
Send a text message (up to 4,096 characters). Works only within 24 hours of the customer's last message; outside that window use send_template.
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Reply to a WhatsApp message Tier 3 · External
Reply quoting a specific incoming message. Same 24-hour rule as send_text.
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Send a template message Tier 3 · External
Send an approved message template; the only way to message a customer outside the 24-hour window. Meta charges per delivered template (marketing and authentication always; utility only outside the window). components fills the template's variables, for example [{"type": "body", "parameters": [{"type": "text", "text": "Ana"}]}].
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Send an image Tier 3 · External
Send a JPEG or PNG (up to 5 MB) from a public HTTPS link, with an optional caption. 24-hour rule applies.
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Send a document Tier 3 · External
Send a document such as a PDF (up to 100 MB) from a public HTTPS link. 24-hour rule applies.
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React to a message Tier 3 · External
React to a customer's message with an emoji (messages up to 30 days old). The customer sees it.
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Mark as read Tier 3 · External Outside content
Mark an incoming message, and every earlier one in the conversation, as read (within 30 days of receipt). The customer sees blue ticks, and it can't be undone.
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Nothing in WhatsApp Business starts agent work by itself. Agents use it while they work on tasks from the board, from other agents or from the sources on the Intake page.
Work an agent can take on
Examples for apps in Communication. What an agent does with WhatsApp Business depends on the actions you grant it.
- Read new messages, sort out what needs a reply and draft the answers for you to check.
- Post a short summary of the day's finished tasks where your team will see it.
- Send a customer a follow-up once you've approved the wording.
Set it up
The WhatsApp Business setup guide walks through each way to connect: what to set up first and the fields to fill in.
WhatsApp Business is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
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