WhatsApp integration
Your service, on the app people already use.
Answer questions, collect forms and take payments on WhatsApp, and send approved templates for reminders and notices — with a person one step away when a conversation needs one.
- Works as
- ChannelAction
- Connect with
- Your own WhatsApp Business account, through a Meta app.
- Messages you send first
- Approved templates, sent from any flow or workflow.
- After 24 hours
- Outside Meta’s 24-hour window, a message goes as the approved template you choose.
- Checked
- Every request from Meta is verified with your app secret.
Three ways to use it
Conversations, forms and messages you send first.
Two-way conversations
Buttons, lists, images and documents, answers from your documents, and a person from your inbox when a conversation needs one.
Forms inside WhatsApp
WhatsApp Flows turn a form into screens inside WhatsApp, so people fill it in without leaving the chat.
Messages you send first
Import templates, write them or draft them with AI, submit them for approval, and send them from any flow or workflow.
What teams build
Services people use from their own phone.
Register people for a programme with a WhatsApp Flow, and keep every registration in a data store.
NGOs
Send an approved reminder template the day before each appointment.
Government
Take a booking fee by MTN MoMo in the chat, and confirm the booking once it clears.
Government
When a name is added to the distribution list, send that person a WhatsApp message with their collection point.
NGOs
Open a Zendesk ticket for every complaint that arrives on WhatsApp, with the conversation attached.
Enterprise
Hand each conversation to the right agent by skill, with the whole history attached.
Enterprise
In WhatsApp
What your WhatsApp service can do.
The same flow as your other chat channels, in WhatsApp’s own buttons, lists and forms.
- Messages
- Text, reply buttons, lists, images, documents and reactions.
- Forms
- WhatsApp Flows, or one question at a time.
- Templates
- Import, write or draft with AI, submit for approval, and follow each one’s status.
- Your documents
- Answers drawn from your knowledge base.
- Payments
- An MTN MoMo or M-Pesa prompt, or a secure card checkout link, in the chat.
- A person when needed
- The conversation lands in your team’s inbox with its history; agents reply from there.
- Satisfaction survey
- A rating request when a person resolves the conversation.
Connecting it
On your number in four steps.
- STEP 01
Set up a Meta app
Create a Meta app for your WhatsApp Business account and add your phone number to it.
- STEP 02
Add it to your project
Paste the access token, phone number ID, app secret and account ID into the WhatsApp settings of your flow.
- STEP 03
Point Meta at your bot
Add your bot’s address and verify token to the app’s webhook settings.
- STEP 04
Test and publish
Try every path in the simulator, then publish. The new version answers on your number.
Questions
Before you connect it.
Do we need a WhatsApp Business account?
Yes. Businesses reach WhatsApp through Meta’s WhatsApp Business Platform, and you connect your own account, so your number and your templates stay yours.
Can we message people first?
Yes, with templates Meta has approved. Write them in Buni.ai, submit them, and send them from any flow or workflow.
Who answers when the bot can’t?
Your team, from the Buni.ai inbox. The conversation arrives with its history, and each reply is posted back in WhatsApp.
Can the same flow run on web chat too?
Yes. One flow can be published to WhatsApp, web chat and the other chat channels, and each gets the buttons it supports.
Works well with
A payment prompt on the customer’s phone, from a chat, a call, a USSD menu or a workflow.
Create, update and find tickets, add comments, look up users and update organisations.
Read, add, update and clear rows; new and changed rows start workflows.
Create and update contacts, and create companies and deals; new contacts and deals start workflows.
Put your service on WhatsApp.
Tell us who you need to reach, and we’ll show you the service working on WhatsApp.