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WhatsApp Business lets you send approved WhatsApp template messages from agents and workflows. Use it when a contact expects updates on WhatsApp, when delivery and read status matter, or when a template-based follow-up is better than an SMS.
WhatsApp Business is currently in beta. The integration, agent tool, and workflow action are only visible when WhatsApp is enabled for your account.

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Before you start

You need:
  • Admin access to the Meta business that owns the WhatsApp Business Account.
  • A WhatsApp Business Account and phone number that can be used for the official WhatsApp Business Platform.
  • Permission to grant whatsapp_business_management and whatsapp_business_messaging during Meta setup.
  • At least one approved WhatsApp template in Meta before you configure WhatsApp messages in telli.
  • A contact with a valid phone number.
  • Consent to message the recipient on WhatsApp.

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Connect WhatsApp Business

Connect WhatsApp Business before using WhatsApp messages from agents and workflows. telli uses Meta Embedded Signup to connect your WhatsApp Business Account, register the selected phone number, and load approved templates from Meta.
1

Open WhatsApp settings

In telli, go to Settings > Integrations > WhatsApp Business.
2

Continue with Facebook

Click Continue with Facebook and sign in with a Meta account that can administer the WhatsApp Business Account.
3

Select the business and phone number

In the Meta setup dialog, select the Meta business, WhatsApp Business Account, and phone number you want telli to use.
4

Return to telli

Keep the telli tab open while setup finishes. telli saves the connection and registers the selected phone number.
5

Confirm the phone number is active

The WhatsApp Business integration page shows connected phone numbers and their status. The phone number must be Active before agents or workflows can send WhatsApp messages.

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Handle two-step verification

If Meta reports that two-step verification is enabled for the selected phone number, telli shows a warning with a link to WhatsApp Manager.
1

Open WhatsApp Manager

Click Open Manager from the warning in telli.
2

Disable two-step verification

In WhatsApp Manager, disable two-step verification for the selected phone number.
3

Retry registration

Return to telli and click Retry registration. Use the same setup flow instead of starting a new connection.

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Add another phone number

After the first phone number is connected, click Add phone number on the WhatsApp Business integration page and repeat Embedded Signup. telli lists all connected WhatsApp phone numbers in the integration detail page.

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Manage templates

WhatsApp templates are managed in Meta. In telli, WhatsApp tool and workflow dialogs include a Manage templates link when the connected Meta account is available. After a template is approved in Meta, select it in an agent tool or workflow action, choose the language, preview the message, and map any template fields to telli data.

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Send WhatsApp from an agent

Use an agent WhatsApp tool when the agent should send a configured template during a live call, such as an appointment reminder, confirmation, or follow-up link.
1

Open the agent

Open the agent you want to edit, then go to the agent tools section in the builder sidebar.
2

Add a WhatsApp tool

Under WhatsApp, click Add WhatsApp tool.
3

Add a label

Give the message a label, such as appointment_reminder or booking_link. Labels must start with a letter or underscore and can contain letters, numbers, and underscores.
4

Choose the sender

Select the active WhatsApp Business phone number that should send the message.
5

Choose a template

Select an approved Meta template and language. If the template has fields, preview the message and map each field to a contact value or constant value.
6

Reference the tool in the prompt

Add the WhatsApp tool reference to the prompt, for example @sendWhatsApp:appointment_reminder, and explain when the agent should send it.
The agent can only send the WhatsApp templates you configure. This keeps outbound messages predictable and aligned with Meta template approval.

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Send WhatsApp from a workflow

Use the Send WhatsApp workflow action when telli should message a contact automatically.
1

Create or open a workflow

Go to Workflows, then create a workflow or open an existing draft.
2

Choose a trigger

Select the event that should start the workflow. WhatsApp works especially well after Call ended and contact-based triggers.
3

Add Send WhatsApp

Add a Send WhatsApp action block after the trigger or after a condition.
4

Choose the sender

Select the active WhatsApp Business phone number that should send the message.
5

Choose and map a template

Select an approved template and language, preview the message, then map any template fields to workflow data or constant values.
6

Publish and test

Publish the workflow, then run it manually against a recent call or contact before relying on automatic sends.
See Workflows for the full workflow publishing and run-monitoring flow.

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Review WhatsApp activity

WhatsApp conversations appear in Conversations alongside calls and SMS when WhatsApp is enabled for your account. Open a conversation to see the message history and delivery state. WhatsApp activity also appears on the contact timeline, so you can review follow-ups next to the contact’s calls and scheduled activity. Common delivery states are:
StatusMeaning
queuedtelli sent the message to Meta and it is waiting to be sent
sentMeta accepted and sent the message
deliveredWhatsApp reported delivery to the recipient
readThe recipient read the message
failedThe send failed before delivery
Inbound replies from known phone numbers are added to the matching WhatsApp conversation. Replies from unknown numbers create a new contact from the sender number.

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Limitations

  • Business-initiated WhatsApp messages use approved Meta templates.
  • Free-form outbound messages are not available from workflows or agent tools.
  • WhatsApp sends require an active WhatsApp Business phone number connected in telli.
  • Templates must be managed and approved in Meta before they can be selected in telli.
  • WhatsApp Calling templates and dynamic WhatsApp Flow templates are not supported.
  • Additional WhatsApp usage charges may apply.

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Remove WhatsApp

You can remove individual WhatsApp phone numbers from the integration page. If you remove the last active phone number, WhatsApp sending becomes unavailable until another phone number is connected.