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Choose the agent that fits your workflow, complete its configuration, and assign it to the WhatsApp number whose conversations it should handle.

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Choose an agent type

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Configure your agent

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AI Agent

Follow Create and configure an AI Agent to create the agent and set up its Profile, Skills, and Knowledge base. Test the agent in Preview, then click Publish before assigning it to a WhatsApp number. A newly created AI Agent remains a draft until you publish it.

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Rule-based agent

Follow Configure a rule-based agent to set its name, welcome message, fallback behavior, and conversation close timer. Then create a flow to define the keywords or button interactions that trigger the agent’s responses.

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Assign the agent to a WhatsApp number

Complete the agent’s configuration before connecting it to incoming conversations. For an AI Agent, complete preview and publishing first. Open the WhatsApp number’s Assignment settings. Configure the conversation assignment rules to select the agent you want to use. Review the rule priority: rules for the customer’s owner or the last available agent can take precedence over the selected agent assignment. See Conversation assignment rules for the settings and priority order.