WhatsApp Channel Manager

The WhatsApp Channel Manager lets you connect a WhatsApp Business number to any of your AI agents. Once connected, every message sent to your number receives an instant, on-brand reply — without you lifting a finger.

Try the interactive demo → /demo/whatsapp

How It Works

Customer sends a WhatsApp message
        ↓
Megabyte Island receives it via the Meta webhook
        ↓
Your AI agent generates a reply
        ↓
The reply is sent back automatically

The whole round-trip typically takes 2–5 seconds.

Connecting Your Number

Before you start you’ll need a Meta for Developers account with a WhatsApp Business App. From there:

  1. Go to Dashboard → WhatsApp Channel Manager and click + Add Channel.
  2. Paste your Phone Number ID and WABA ID from the Meta dashboard.
  3. Paste your permanent access token (generated in Meta under System Users).
  4. Copy the Verify Token shown on screen.
  5. In Meta for Developers, register the webhook URL:
    • URL: https://agents.megabyteisland.com/webhooks/whatsapp
    • Verify Token: (the one you copied)
    • Subscribe to the messages field.
  6. Click Verify in Meta — the status badge on your channel will flip to active within seconds.

Configuring Your AI’s Personality

Under the Configure tab on any channel card:

Setting What it does
AI Persona The system prompt that shapes how your bot speaks — give it a name, a tone, and context about your business.
Sign-off A short line appended to every outbound message (e.g. ”— Maya, Acme Support”).
Linked Agent Which of your deployed AI agents handles replies on this channel.

Business Hours

Toggle Business Hours on to define when your agent is “open”. Outside those hours customers receive a warm auto-reply of your choosing instead of silence. No message falls through the cracks.

Escalation Rules

Enter comma-separated keywords (e.g. urgent, refund, cancel, complaint). Any inbound message containing one of those words is:

  • Flagged with a red indicator in the Conversations tab.
  • Sent as an email alert to your nominated address.

This ensures your human team steps in whenever the conversation requires it.

Conversations

The Conversations tab shows every message thread across all contacts:

  • Contacts are sorted by most recent message.
  • Red dots flag contacts with escalated messages.
  • Click any contact to open the full thread (inbound on the left, AI replies on the right).
  • Use Export CSV to download a full thread for record-keeping or analysis.

Analytics

The Analytics tab gives you a real-time picture of channel health:

Metric What to watch for
Total Messages Overall volume trend
Unique Contacts How many distinct people are messaging you
Escalation Rate High rate → review your keyword list or agent persona
AI Reply Rate Low rate → check business hours settings

A 14-day message volume chart and top contacts list help you spot busy periods and your most engaged customers.

Rotating Your Access Token

If your Meta token expires or is compromised:

  1. Generate a new token in Meta for Developers.
  2. Go to the Settings tab on your channel.
  3. Click Rotate Token, paste the new token, and confirm.

The new token is verified against the Meta API before saving, so an invalid token is rejected immediately.

Suspending a Channel

To stop your AI from replying on a channel, go to Settings → Suspend Channel. You’ll be asked to confirm. The channel record is preserved (with all its history and config) but no further messages will be processed until you re-activate it.

Pricing

The WhatsApp Channel Manager is a $29/month add-on to any existing agent subscription, or $49/month as a standalone plan that includes one WhatsApp agent. See the pricing page for details.