---
description: >-
  Connect Operator AI to WhatsApp Business to send and receive messages
  seamlessly in your Unified Inbox.
---

# WhatsApp Business API Setup

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### 📱 Why Connect WhatsApp to Operator AI?

With WhatsApp + Operator AI, you can:

* **Chat with customers in real time** on their preferred app.
* **Automate conversations** using Flows and Knowledge Base.
* **Send proactive notifications** (appointment reminders, updates, re-engagement).
* **Centralize WhatsApp conversations** inside the Unified Inbox alongside Web Chat, Email, SMS, and more.

✅ Meet customers where they are, on the channel they trust.

***

### 🛠️ How to Connect WhatsApp via Twilio

1. Ensure you have **WhatsApp Business API access** via Twilio.
2. Log into your **Operator AI Dashboard**.
3. Navigate to **Settings → WhatsApp**.
4. Click **Connect WhatsApp via Twilio**.
5. Enter the following Twilio credentials:
   * **Account SID**
   * **Auth Token**
   * **WhatsApp-enabled Phone Number SID**
6. Verify the connection by sending a test message.

✅ Setup typically takes less than 15 minutes if you have Twilio access ready.

***

### 📋 Requirements for WhatsApp Connection

| Requirement               | Details                                                |
| ------------------------- | ------------------------------------------------------ |
| WhatsApp Business Account | Verified account with Facebook Business Manager.       |
| Twilio WhatsApp Approval  | Registered sender (phone number approved by WhatsApp). |
| Active Twilio Account     | To manage API keys, sender IDs, and billing.           |
| WhatsApp Number           | Dedicated number for WhatsApp traffic (not shared).    |

✅ Contact Twilio if you have not yet completed WhatsApp Business onboarding.

***

### 🔥 Example WhatsApp Use Cases

| Use Case                | Example                                                               |
| ----------------------- | --------------------------------------------------------------------- |
| Appointment Reminders   | Send automatic reminders for upcoming bookings.                       |
| Order Updates           | Notify customers about shipping and delivery status.                  |
| Customer Support        | Handle technical issues via WhatsApp in real time.                    |
| Lead Capture            | Engage website visitors and capture their WhatsApp details.           |
| Proactive Re-engagement | Follow up with inactive customers via personalized WhatsApp messages. |

✅ WhatsApp conversations often have 2–3x higher open and response rates than email.

***

### 📋 Best Practices for WhatsApp Automation

| Tip                                                       | Why It Matters                                                   |
| --------------------------------------------------------- | ---------------------------------------------------------------- |
| Use approved Message Templates for outbound communication | WhatsApp requires pre-approved templates for proactive outreach. |
| Be responsive within 24 hours                             | WhatsApp enforces time limits on freeform replies.               |
| Personalize messages                                      | Use first names, order numbers, and real context.                |
| Monitor opt-in/opt-out status                             | Always respect customer communication preferences.               |
| Keep conversations conversational, not robotic            | WhatsApp is a personal channel — sound human!                    |

✅ Good WhatsApp etiquette = higher engagement and brand trust.

***

### 🛟 Need Help?

* Follow the WhatsApp setup tutorials inside this documentation.
* Contact [support@heyoperator.ai](mailto:support@heyoperator.ai) if you need API help.
* Your Success Manager can assist with template registration and launch strategy.

✅ We’re here to help you scale WhatsApp like a pro.

***

## 🎯 Next Step

👉 [Continue to Webhooks and API →](webhooks-api)
