A customer types their order number into WhatsApp at 10:40 pm. The message sits unread until morning, and by the time someone opens it the customer has already called or given up. WhatsApp's problem is not indifference, it is office hours: the channel itself promises an instant reply, but the team behind it is not there around the clock. The WhatsApp access channel in Giizo AI puts a digital worker in that inbox who answers without the wait.
What the agent does in a WhatsApp conversation
- Reads the incoming message, understands the intent and answers from your knowledge base
- Answers order, shipping and stock questions with live data pulled from your connected systems
- Finds the right product in your catalogue and sends it with its image
- Completes order lookups, returns and request records inside the conversation
- Never invents an answer it cannot find; it logs the request or hands the conversation to live support
- Sees photos the customer sends and folds them into the context of the conversation
Voice notes, images and the limits of a text channel
In Giizo AI, WhatsApp is a text channel. It is worth being precise about what that means, because the distinction shapes how you set things up:
- Voice notes are transcribed automatically. When a customer holds the microphone and speaks, the agent converts that recording to text and replies as it would to any message. The customer never has to type.
- The audio file is not kept. Once transcription is done the recording is not stored permanently; the conversation archive holds the text.
- The agent does not reply with voice. Replies on WhatsApp are written. For two-way spoken conversation, use the Web Widget, Standalone Web Page or Robot channels.
- Images work both ways. Customers can send photos, and the agent can send product images with catalogue answers.
How the WhatsApp Business API connection is set up
The connection starts with a "Connect with WhatsApp" button in the panel and runs in three steps. In the Meta window you sign in to your business account, select and verify your number, and add a payment method. There are no access tokens to generate, no webhook URLs to copy and no PIN to enter — subscription and number registration finish in the background.
What you need before you start:
- A Meta Business Manager account. Your business's account on Meta's side; the number and billing are managed under it.
- A phone number not already in use on WhatsApp. A number already registered in the WhatsApp Business mobile app cannot be used in this flow. You need a spare number that can receive a verification code by SMS or voice call.
- A payment method on Meta's side. Meta charges WhatsApp messaging fees directly to you; Giizo AI does not sit in between.
If you run your own Meta app, or your number does not appear in the flow, the classic path is still there under "Advanced: manual connection", where you enter the access token and webhook settings yourself.
Digital workers that perform best on WhatsApp
The channel does the job of whichever digital worker runs on it. The two most often chosen for WhatsApp:
- E-Commerce Sales Agent — answers order status, shipping and product questions from your real data.
Other access channels
WhatsApp is one of six access channels. The other two in the same messaging family:
- Instagram — automatic replies to DMs, story replies and post comments.
- Facebook Messenger — takes over your Facebook page inbox and its comments.
You can hire a digital worker for your WhatsApp inbox today.