Introduction to WhatsApp Agent in Kipps.AI
Learn how to connect WhatsApp to Kipps.AI, manage inbox conversations, send templates, reply within the 24-hour window, and use campaigns, media, and testing tools.
This guide explains how to connect WhatsApp to Kipps.AI, manage conversations from the WhatsApp Inbox, send template messages, reply manually within WhatsApp's 24-hour service window, and use additional features such as media messaging, voice note handling, testing tools, and campaigns.
Overview
The WhatsApp Agent inside Kipps.AI allows your team to manage customer communication directly from a single dashboard.
Using the WhatsApp Agent, you can:
- Connect your WhatsApp Business account
- Start conversations with customers
- Send approved WhatsApp template messages
- Reply manually to customer messages
- Share media such as images, documents, and videos
- Handle incoming customer voice notes
- Run messaging campaigns
- Track message delivery status
- Test templates safely before sending
Typical Workflow
- Log in to Kipps.AI.
- Connect WhatsApp from the Integration section.
- Configure billing or credits.
- Open the WhatsApp Inbox.
- Start a new chat or open an existing conversation.
- Send a template message when required.
- Reply manually if the customer is within the 24-hour service window.
Before You Start
Before using the WhatsApp Agent, make sure the following steps are completed:
- You can sign in to your Kipps.AI account
- Your organization has access to WhatsApp integration
- Your WhatsApp Business account is connected
- Your account has payment or message credits for outbound messaging
Important Notes
- WhatsApp requires approved templates to initiate conversations.
- Free-form replies are allowed only inside the 24-hour service window after a customer message.
- Outbound WhatsApp messaging may consume credits depending on your plan.
- If payment/credits are not added, template messages will not be sent. You can check the message-level error code in the conversation status or logs.
Step 1: Log In to Kipps.AI
Sign in to your Kipps.AI account using your credentials.
After login, you will land on the main dashboard, where you can access integrations, inbox, and other system features.
Step 2: Connect WhatsApp
To connect your WhatsApp Business account:
- Open the Integration section from the dashboard.
- Locate the WhatsApp Business integration card.
- Click Integrate.
- Complete the Meta/Facebook authorization flow.
- Wait for the connection confirmation.
Once connected, Kipps.AI automatically syncs:
- Your WhatsApp phone number
- Business profile
- Approved message templates
- Messaging permissions
No manual token configuration is required.
Read full setup steps: WhatsApp Integration Guide
Step 3: Add Payment or Credits
Before sending outbound messages, configure billing.
Steps
- Go to Integration.
- Open the WhatsApp Business card.
- Click Add Payment.
- Complete billing setup or add credits.
If your account does not have sufficient credits, outbound template messages may fail.
If payment is missing, template messages will not go through. Check the error code shown on the failed message to identify the exact reason.
Step 4: Open the WhatsApp Inbox
Once WhatsApp is connected:
- Open the Inbox.
- Select the WhatsApp Inbox.
- Search for an existing conversation using the customer name or phone number.
If no conversation exists, Kipps.AI allows you to start a new chat.
Read inbox details: WhatsApp Inbox Guide
Step 5: Start a New Chat
To start a new conversation:
- Open WhatsApp Inbox.
- Enter the customer phone number in the search field.
- If no chat exists, click Start a New Chat.
- Enter the phone number.
- Optionally enter customer name.
- Click Start Chat.
Phone Number Rules
- A 10-digit Indian number automatically receives the +91 prefix
- International numbers can also be entered
- Valid numbers must contain 10 to 15 digits
Step 6: Send a Template Message
WhatsApp requires template messages for:
- Starting a new conversation
- Re-engaging a customer after 24 hours
- Notifications, alerts, reminders, or updates
Steps
- Open the conversation.
- Click Send WhatsApp Template.
- Select an approved template.
- Fill in template variables.
- Send the message.
Example Use Cases
- Order confirmation
- Appointment reminders
- OTP verification
- Customer notifications
- Promotions
Using Template Placeholders
Templates may include placeholders such as {{1}}, {{2}}, and {{3}}.
Example:
Hello {{1}}, your order {{2}} will be delivered on {{3}}.
These values are automatically replaced with customer data or values you enter when sending the message.
Template Approval
If a template is missing, make sure it is:
- Created in WhatsApp Business Manager
- Submitted for approval
- Approved by Meta
Approved templates automatically sync to Kipps.AI.
Step 7: Send Manual Replies (24-Hour Rule)
WhatsApp allows free-form replies only inside the 24-hour customer service window.
This window starts when the customer sends a message.
If the customer has messaged within the last 24 hours, you can send:
- Normal text messages
- Media attachments
- Manual replies from the inbox
Steps
- Open the conversation.
- Enable Manual Reply Mode.
- Type your response.
- Send the message.
Manual reply mode temporarily disables automated responses for that conversation.
Understanding the 24-Hour Rule
| Situation | Allowed Action |
|---|---|
| Customer message within 24 hours | Free-form reply allowed |
| Customer inactive for more than 24 hours | Must send a template |
| Starting new conversation | Template required |
If the 24-hour window expires, Kipps.AI will guide you to send a template instead of a manual message.
Voice Message Handling
The WhatsApp Agent supports incoming voice notes from customers. To enable this feature, you need to configure the Voice Message Support settings in the WhatsApp Agent AI section.
Setup Steps
- Enable the Voice toggle in the WhatsApp Agent AI settings.
- Configure Speech-to-Text (STT) to transcribe incoming voice notes.
- Select an STT provider, model, and language.
- Add a valid STT API key in the Provider API Keys section.
- Configure Text-to-Speech (TTS) for voice replies (optional).
- Select a TTS provider, model, and voice style.
For detailed setup instructions, refer to the WhatsApp Agent AI Guide.
Once configured:
- The audio is downloaded.
- Speech is converted to text.
- The conversation continues using the converted text.
If conversion fails:
- The system informs the customer.
- The customer is asked to send the message as text.
Manual Reply Mode
The WhatsApp Agent supports switching between:
- Automated responses
- Human replies
When Human Reply Mode is enabled:
- AI responses stop
- Only human agents reply
- Messages appear in real time in the Inbox
Recommended Use Cases
- Complex support requests
- Customer complaints
- Billing disputes
- Personalized assistance
Automation can be re-enabled at any time.
AI Response Setup
To enable AI responses in the WhatsApp Agent, you need to configure the AI settings and select the appropriate phone number.
Setup Steps
- Open the WhatsApp Agent AI Settings.
- Select the phone number for which AI responses should be enabled.
- Configure the AI response settings, including:
- AI model and temperature for response style.
- Language preferences.
- Save the settings.
Once configured, the AI will automatically respond to customer messages based on the defined rules and templates.
Difference Between AI Reply and Manual Reply
| Feature | AI Reply | Manual Reply |
|---|---|---|
| Response Type | Automated responses generated by AI. | Human-written responses. |
| Use Case | General queries, FAQs, and predefined flows. | Complex issues requiring human intervention. |
| Setup Required | AI settings and phone number configuration. | No setup required. |
| Response Time | Instantaneous. | Depends on agent availability. |
| Customization | Limited to predefined templates and AI logic. | Fully customizable by the human agent. |
When to Use
- AI Reply: Use for handling repetitive queries, FAQs, and predefined workflows.
- Manual Reply: Use for personalized assistance, complex issues, or when AI responses are insufficient.
Best Practices
To get the best results from the WhatsApp Agent:
- Keep template messages short and clear
- Personalize messages using template variables
- Test templates in the Playground
- Avoid sending large media files
- Start campaigns with small batches
- Use manual reply when human interaction is needed
Common Scenarios
First Outreach
Start a new chat and send a template message.
Customer Recently Messaged
Open the conversation and send a manual reply within the 24-hour window.
Customer Inactive for More Than 24 Hours
Send an approved template message to reopen the conversation.
Troubleshooting
WhatsApp Not Connected
- Go to Integration.
- Open WhatsApp Business.
- Re-run the integration flow.
Unable to Send Message
Check the following:
- WhatsApp integration is active
- Payment or credits are available
- Phone number is valid
- The 24-hour window has not expired
If the window expired, send a template message.
If payment/credits are missing, template messages can fail and an error code is shown on the failed message status.
Template Not Sending
Possible causes:
- Template not approved
- Placeholder values missing
- Customer opted out
- WhatsApp number not verified
- Payment/credits not available
Voice Note Not Converted
Possible reasons:
- Audio is unclear
- Background noise is high
Ask the customer to send the message as text.
Media Not Sending
Possible reasons:
- File size too large
- Unsupported file type
Try sending a smaller or supported format.
Related Guides
- WhatsApp Integration
- WhatsApp Inbox
- WhatsApp Agent Settings
- WhatsApp Agent Analytics
- WhatsApp Campaign Introduction
Summary
The WhatsApp Agent in Kipps.AI allows teams to manage WhatsApp communication efficiently.
Basic Workflow
- Log in to Kipps.AI.
- Connect WhatsApp from Integration.
- Configure payment or credits.
- Open the WhatsApp Inbox.
- Start a conversation with a phone number.
- Send template messages when required.
- Send manual replies within the 24-hour window.
- Use media, voice notes, and campaigns when needed.
This workflow ensures your business remains compliant with WhatsApp messaging policies while maintaining organized customer communication inside Kipps.AI.
Troubleshooting
The WhatsApp Agent is configured but incoming messages are not being received in the inbox. Verify the webhook is active in your WhatsApp integration settings. Confirm the connected WhatsApp Business number is in LIVE mode (check the Profile page). If the webhook was recently reconfigured, it may take a few minutes to propagate — refresh the inbox after a short wait.
The AI agent is not responding automatically to incoming WhatsApp messages. Check that the AI Mode is enabled in the WhatsApp Inbox (Manual Reply Mode must be turned off). Also verify the agent has a trained knowledge base and its AI settings are saved. An agent without a knowledge base or instructions will not generate meaningful automated responses.
Template messages are failing to send. Confirm the template is approved in your Meta Business Manager account. Templates must exactly match the approved version — any modification requires re-approval. Also verify the WhatsApp Business number's quality rating is not in a restricted state, which can block template delivery.
Voice notes from users are not being transcribed or processed. Voice note transcription requires the STT (Speech-to-Text) capability to be enabled for your WhatsApp Agent. Check the agent's AI settings to confirm voice note handling is configured. If transcription is enabled but still not working, verify the STT provider API key is valid.
Frequently Asked Questions
Can I have one WhatsApp number serve both an AI Agent and human agents simultaneously? Yes. Use the WhatsApp Inbox's AI Mode for automated responses and switch to Manual Reply Mode when a human agent needs to take over a conversation. The same number handles both modes — the toggle controls which mode is active at any given time.
Can I send proactive WhatsApp messages to contacts who have not messaged me first? Yes, but only using approved WhatsApp templates. You cannot send free-form text messages outside of the 24-hour session window. Create and get approval for templates in Meta Business Manager, then use them in the WhatsApp Inbox or Campaigns to initiate contact.
What is the difference between a session message and a template message? A session message is a free-form message sent within 24 hours of the user's last message — it can contain any text or media. A template message is a pre-approved structured message sent outside the 24-hour session window. Templates require Meta approval and must follow WhatsApp's template guidelines.
Can I run the WhatsApp Agent and WhatsApp Campaigns from the same connected number? Yes. The same WhatsApp Business number can be used for the WhatsApp Agent (for automated conversations) and WhatsApp Campaigns (for bulk outreach) simultaneously. Both features share the number's messaging capacity and quality rating.
How do I maintain a high WhatsApp quality rating? Quality is determined by how recipients interact with your messages — primarily whether they block or report your number. Best practices: only message opted-in contacts, respond quickly to incoming messages, avoid sending irrelevant or spammy content, and use personalized templates that provide genuine value to recipients.
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