WhatsApp Channel

The WhatsApp channel connects your bot to the WhatsApp Business API, enabling rich two-way messaging with your customers on the world's most popular messaging platform.

Prerequisites

• A verified WhatsApp Business Account
• A registered phone number approved for the WhatsApp Business API
• A Business Solution Provider (BSP) or direct API access
• WhatsApp integration configured in Settings > Integrations

Setup

1. Configure WhatsApp Integration

Go to Settings > Integrations > Add Integration and select WhatsApp:

Field	Description
Phone Number ID	Your WhatsApp phone number ID
Business Account ID	WhatsApp Business Account ID
Access Token	Permanent or temporary API access token
Webhook Verify Token	Token used to verify the webhook endpoint

imageWhatsApp Business integration setup form showing Phone Number ID, Business Account ID, Access Token, and Webhook Verify Token fields

WhatsApp Business API integration configuration

2. Register the Webhook

OmniBots provides a webhook URL for receiving inbound messages:

https://api.omnibots.ai/v1/channels/whatsapp/webhook/{tenant_id}

Register this URL in your WhatsApp Business API settings and subscribe to the messages webhook field.

3. Assign a Bot

1. Navigate to your bot's Channels tab
2. Select WhatsApp and click Configure
3. Select the WhatsApp integration you created
4. Toggle to Active

Template Messages

WhatsApp requires pre-approved template messages for initiating conversations outside the 24-hour messaging window.

TIP

Template messages must be approved by Meta before they can be used. Approval typically takes 1-2 business days. Submit templates through the WhatsApp Business Manager.

Supported Template Types

Type	Description
Text	Plain text with variable placeholders
Media	Text with image, video, or document header
Interactive	Text with quick reply buttons or call-to-action

Sending Templates from a Flow

Use the Message node with the WhatsApp template option:

{
  "type": "whatsapp_template",
  "template_name": "order_confirmation",
  "language": "en",
  "parameters": [
    { "type": "text", "text": "{{order_id}}" },
    { "type": "text", "text": "{{delivery_date}}" }
  ]
}

Rich Content on WhatsApp

OmniBots Content	WhatsApp Rendering
Quick Replies	Interactive buttons (max 3)
Buttons	Interactive list or buttons
Cards	Media message with caption
Carousels	Sequential card messages
Images	Image message
File Upload	Document message

WARNING

WhatsApp limits interactive messages to 3 quick reply buttons or 10 list items. Content exceeding these limits is automatically truncated.

imageMobile phone showing a WhatsApp conversation with the bot, including interactive buttons, a card message with image, and quick reply options

Bot conversation in WhatsApp on mobile

Session Rules

WhatsApp enforces a 24-hour messaging window. After the last user message, you have 24 hours to send free-form replies. After that window, only approved template messages can be sent.

Compliance

WhatsApp Business API usage is subject to the WhatsApp Business Policy. OmniBots logs all messaging events for compliance and audit purposes.