WhatsApp

Overview

You can connect your WhatsApp business account to an ElevenLabs Agent. The agent can then handle:

• text conversations
• inbound calls
• outbound calls (one-off and batch)

Importing a WhatsApp business account

To get started, you need to import your WhatsApp business account by going to the WhatsApp page and clicking the Import account button:

This will open the authorization flow where you select your account and give ElevenLabs permission to manage it:

When you finish importing your account, you will be taken to its settings page where you can assign an agent to it:

Finally, go to WhatsApp Manager to:

• configure your profile picture, etc.: open the Phone numbers page, select a phone number and go to the Profile tab
• allow voice calls: open the Phone numbers page, select a phone number and go to the Call settings tab
• if you want to make outbound calls, add a payment method: open the Overview page and click the Add payment method button

Text conversations

You can send a text message to your WhatsApp business account and the agent will respond:

The conversation will be ended either by the End conversation system tool (if you have it enabled on your agent) or after the Max conversation duration timeout.

Calls: inbound

You can call your WhatsApp business account and the agent will respond. During the call, you can also send text messages and they will be incorporated into the conversation.

Calls: outbound

Making an outbound call requires permission from the user. You can read more about this in WhatsApp documentation. When you schedule an outbound call, we will automatically send a template message with a call permission request if necessary, and make the call as soon as the user approves it.

First, go to WhatsApp Manager and create a message template with a call permission request component.

You can then go to the WhatsApp page, select your account, and click the Outbound call button. This will open a dialog where you select an agent, provide a WhatsApp user ID to call, and the call permission request template to use:

Alternatively, you can schedule the call via the API or schedule multiple calls with batch calling.

Next steps: personalization

We set the {{system__caller_id}} and {{system__called_number}} dynamic variables to the WhatsApp user ID and your WhatsApp phone number ID (or vice versa, depending on who started the conversation). You can use those in a tool or a conversation initiation webhook to personalize conversations.

FAQ