Skip to main content

Documentation Index

Fetch the complete documentation index at: https://ai-kb.automationanywhere.com/llms.txt

Use this file to discover all available pages before exploring further.

The WhatsApp Toolkit enables agents and workflows to send outbound messages over WhatsApp Business. It supports plain text messages, media attachments, and pre-approved template messages. Receiving or processing inbound WhatsApp messages is not supported.

​
Prerequisites

Before creating a connection, you will need the following from Meta:
RequirementWhere to Get It
WhatsApp Business AccountMeta Business Manager
System User Access TokenMeta Business Manager → System Users
Phone Number IDWhatsApp Manager → Phone Numbers
Business Account IDOptional — required for advanced Graph API calls

​
Creating a Connection

The WhatsApp Toolkit is available in both the Agent Builder and the Workflow Builder. The connection setup is the same in both, but the navigation path differs.
  1. Open your agent in the Agent Builder
  2. Go to the Toolkits tab in the left sidebar
  3. Find WhatsApp and click Add to Agent
  4. In the Toolkit panel, click Select a Connection > Create a Connection
  5. In the pop-up that appears, enter a Connection Name, your System User Access Token, Business Account ID.
  6. Enter your Access Token, Business Account ID (optional), and a display Name for the connection
  7. Click Save — EKB will validate the credentials before saving

​
Available Tools

ToolDescription
Send MessageSend a plain text message to a WhatsApp number
Send MediaSend an image, video, audio, or document via a public URL
Send TemplateSend a pre-approved WhatsApp Business template message
Custom API CallMake an arbitrary call to the Meta Graph API for advanced use cases

​
Configuration Notes

  • Phone number format: Always use the international E.164 format (e.g., +1..., +52...). Omitting the + or country code will cause delivery failures.
  • Media URLs: Must be publicly accessible over HTTPS. Private or localhost URLs will not work.
  • Templates: Must be approved in Meta Business Manager before use. Sending an unapproved template returns an error. Verify parameter count and order match the approved template exactly.
  • Rate limits: WhatsApp Business API enforces per-number and per-day messaging limits. Monitor usage in Meta Business Manager to avoid hitting thresholds.

​
Practical Examples

  • Customer Support: An agent receives a support request, looks up the customer record, and sends a WhatsApp message with the ticket number and next steps.
  • Transactional Notifications: A workflow triggers after an order is placed and sends a template message with order confirmation details.
  • Document Delivery: An agent generates a PDF report and delivers it to a contact via the Send Media tool.
  • Broadcast Campaigns: A workflow iterates over a contact list and sends an approved marketing template to each recipient.

​
Troubleshooting

SymptomLikely CauseFix
Invalid access token errorToken expired or missing permissionsRegenerate the System User token in Meta Business Manager and update the connection
Invalid Phone Number IDWrong ID or phone number not registeredVerify the Phone Number ID in WhatsApp Manager
Template message failsTemplate not approved or parameter mismatchConfirm approval status and that your parameters match the template exactly
Media not deliveredURL is not publicly accessible or wrong MIME typeUse a public HTTPS URL and confirm the file type is supported by WhatsApp