> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Connect your WhatsApp Business account to add AI chatbot capabilities to your customer support

Transform your WhatsApp Business customer support with an intelligent AI chatbot that can answer questions, provide support, and engage with your customers automatically 24/7.

## Why Connect WhatsApp?

<CardGroup cols={2}>
  <Card title="Instant AI Responses" icon="zap">
    Customers get immediate answers based on your website's knowledge base
  </Card>

  <Card title="24/7 Availability" icon="clock">
    AI responds day and night, even when your team is offline
  </Card>

  <Card title="Human Takeover" icon="users">
    Support agents can jump into any conversation from the dashboard
  </Card>

  <Card title="Conversation History" icon="history">
    All WhatsApp conversations are logged and searchable
  </Card>

  <Card title="Multi-Language" icon="globe">
    AI supports 100+ languages for international customers
  </Card>

  <Card title="Knowledge-Powered" icon="brain">
    Answers based on your website's content and documentation
  </Card>
</CardGroup>

## What Can the WhatsApp Bot Do?

### Answer Customer Questions Instantly

Your customers can ask questions about your products, services, or content directly through WhatsApp:

**Example Questions:**

```
What are your business hours?
How do I track my order?
Tell me about your return policy
What payment methods do you accept?
```

### Provide 24/7 Support

* Responds instantly to common questions
* No waiting for business hours
* Reduces support ticket volume
* Consistent, accurate answers

### Search Your Knowledge Base

The bot uses your website's content to provide accurate answers:

* Product information
* Help articles
* FAQ sections
* Pricing details
* Shipping information

### Human Agent Handoff & Unified Inbox

WhatsApp messages appear in your **Live Support** unified inbox alongside website widget and other platform conversations. Each conversation shows a WhatsApp badge so you always know the source platform.

<Note>
  WhatsApp has a 24-hour messaging window for customer-initiated conversations. After 24 hours, only template messages can be sent. BubblaV handles this automatically.
</Note>

**How agent replies work:**

1. Go to **Live Support** in your dashboard
2. Find the WhatsApp conversation (look for the WhatsApp badge)
3. Click to open and type your reply
4. Your message is sent directly to the customer's WhatsApp
5. The AI remains paused while you're active in the conversation

The AI resumes automatically when you leave the conversation.

## Prerequisites

* A **WhatsApp Business API account** linked to a Meta Business account
* A Facebook Page connected to your WhatsApp Business account
* Active BubblaV account with a website
* Website with knowledge base content (crawled pages)

## Setup Steps

<Steps>
  <Step title="Navigate to Integrations">
    Go to **Dashboard** → **Your Website** → **Integrations** and find the WhatsApp card
  </Step>

  <Step title="Click Connect">
    Click **Connect WhatsApp** to open the Meta authorization flow
  </Step>

  <Step title="Authorize with Meta">
    You'll be redirected to Meta:

    1. Log in to your Meta/Facebook account if prompted
    2. Review the permissions requested
    3. Click **Continue** to authorize BubblaV
  </Step>

  <Step title="Select Phone Numbers">
    If your WhatsApp Business account has multiple phone numbers:

    1. All eligible numbers will be connected automatically
    2. You'll see a summary of connected numbers
  </Step>

  <Step title="Verify Connection">
    Return to the BubblaV dashboard. The WhatsApp integration should now show **Connected** with your phone numbers
  </Step>

  <Step title="Test the Bot">
    Send a test message to your WhatsApp Business number to verify the AI responds correctly
  </Step>
</Steps>

## Managing Your Integration

### View Connected Numbers

From the WhatsApp configuration page, you can see:

* Display phone number
* Phone name and business name
* Connection status

### Debug Information

The configuration page includes a **Developer Debug Information** section with:

* Phone Number ID
* Business Account ID
* Access Token (masked)
* Webhook URL
* Meta Developer Console link

### Disconnect Your Numbers

To remove the WhatsApp integration:

1. Go to **Dashboard** → **Your Website** → **Integrations**
2. Click **WhatsApp** → **Configure**
3. Scroll to **Danger Zone**
4. Click **Disconnect**
5. Confirm the disconnection

**Note:** Disconnecting will stop the AI from responding to messages on all connected numbers.

## How Messages Are Processed

1. **Customer sends message** → Message arrives at your WhatsApp Business number
2. **Webhook triggers** → BubblaV receives the message via Meta's WhatsApp Business API
3. **AI analyzes question** → Your website's knowledge base is searched
4. **Response generated** → AI formulates an answer with sources
5. **Sent to WhatsApp** → Customer receives the response
6. **Conversation logged** → Message stored in your dashboard

## WhatsApp Messaging Policies

### 24-Hour Messaging Window

WhatsApp has specific policies about when you can send messages:

* **Customer-initiated**: Free-form messaging allowed within 24 hours
* **After 24 hours**: Only pre-approved template messages are allowed
* **Our bot tracks**: We automatically respect the 24-hour window

### Rate Limits

* Messages are subject to WhatsApp's rate limits
* Messages are truncated at 4096 characters
* Our implementation handles these limits automatically

## Troubleshooting

### Messages Not Being Received

1. **Check webhook status** in Meta Developer Console
2. **Verify phone number is subscribed** to messaging events
3. **Check BubblaV logs** for errors in the dashboard
4. **Confirm integration is active** in your settings

### Bot Not Responding

1. **Verify integration is active** in the dashboard
2. **Check your website has crawled content** in Knowledge section
3. **Test with a simple question** like "What are your hours?"
4. **Check the debug information** section for missing credentials

### OAuth Errors

1. **Verify redirect URI** matches the expected callback URL
2. **Check Meta App permissions** include WhatsApp messaging permissions
3. **Try disconnecting and reconnecting** the integration
4. **Ensure you're a Business account admin** with proper permissions

### Human Takeover Not Working

1. **Check Live Support is enabled** for your website
2. **Verify agent is active** in the conversation
3. **Look for takeover status** in the conversation metadata
4. **Ensure the AI paused** when agent joined

## FAQ

<AccordionGroup>
  <Accordion title="Do I need a WhatsApp Business API account?">
    Yes. WhatsApp requires a Business API account (managed through Meta Business Suite) for automated messaging. BubblaV helps you connect this during the setup process.
  </Accordion>

  <Accordion title="Can I connect multiple WhatsApp numbers?">
    Yes! You can connect multiple WhatsApp Business numbers to a single website. All eligible phone numbers linked to your Meta Business account will be connected automatically during setup.
  </Accordion>

  <Accordion title="What happens when the AI can't answer?">
    If the AI is unsure or the customer needs complex help, they can be escalated to a human agent. You'll see all conversations in the Live Support dashboard and can jump in anytime.
  </Accordion>

  <Accordion title="Is there a messaging limit?">
    WhatsApp has messaging window policies for business-initiated conversations. Customer-initiated conversations have a 24-hour window for free-form messaging. After that, only template messages can be sent.
  </Accordion>

  <Accordion title="Can I customize the bot responses?">
    The AI uses your website's content to generate responses. To improve answer quality, ensure your website has comprehensive, up-to-date information. You can also add custom content through the Knowledge section.
  </Accordion>

  <Accordion title="What languages does the bot support?">
    The AI supports 100+ languages and can automatically detect the language being used to respond appropriately.
  </Accordion>
</AccordionGroup>

## Next Steps

* Set up your [Live Support](/user-guide/live-support) to monitor conversations
* Improve your [Knowledge Base](/user-guide/knowledge) content for better answers
* Explore other [Integrations](/user-guide/integrations/overview) to connect more platforms