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Marketing & Messaging

OpenAgent + WhatsApp

AI customer support on the channel 2 billion people already use

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About WhatsApp

WhatsApp is the dominant customer communication channel in many global markets, and OpenAgent makes it easy to deploy a fully trained AI support agent on WhatsApp Business. Once connected via the WhatsApp Business API, OpenAgent handles inbound messages from customers — answering order status questions, walking through return processes, clarifying product details, and escalating to a human when needed — entirely within the WhatsApp thread. For Shopify merchants expanding internationally, WhatsApp support through OpenAgent dramatically reduces the cost of serving customers in regions where WhatsApp is the default communication tool.

COMPATIBILITY
Channels
WhatsApp
Integration methods
WhatsApp Business APIMeta Cloud APIWebhooks

How it works together

Connect WhatsApp and OpenAgent gets the context and reach it needs to resolve more tickets automatically.

  • Connect your WhatsApp Business number
    Authorize OpenAgent through the Meta Business Manager to receive and send messages on your WhatsApp Business number. OpenAgent supports both direct WhatsApp Business API access and connections through BSPs (Business Solution Providers).
  • OpenAgent answers inbound messages in real time
    When a customer sends a WhatsApp message to your business number, OpenAgent responds within seconds using AI trained on your Shopify product catalog, order data, FAQs, and store policies.
  • Escalate to a human agent in the same thread
    If the AI needs a human, it can hand off the conversation to your connected helpdesk or CRM while the customer stays in the WhatsApp thread — no channel switch required.
  • Send proactive order updates via WhatsApp
    OpenAgent can send outbound WhatsApp template messages for order confirmations, shipping notifications, and delivery updates, keeping customers informed and reducing inbound 'where is my order' volume.

Benefits

Meet international customers where they communicate

In markets across Europe, Latin America, Asia, and the Middle East, WhatsApp is the primary communication channel. OpenAgent makes AI support accessible on that channel without additional infrastructure.

Reduce inbound email and ticket volume

Customers who get instant, accurate answers on WhatsApp rarely escalate to email or file tickets. OpenAgent typically resolves 60–80% of common support inquiries without human involvement.

Proactive messaging reduces WISMO inquiries

By sending shipping and delivery updates via WhatsApp before customers need to ask, OpenAgent reduces the volume of 'where is my order' inquiries, which are the single most common type of ecommerce support request.

Frequently Asked Questions

Yes. OpenAgent connects via the WhatsApp Business API, which requires a verified Meta Business Manager account and an approved WhatsApp Business phone number.

Yes, as long as the number is registered through the WhatsApp Business API. Numbers used only with the WhatsApp Business app (not the API) need to be migrated first.

Yes, per Meta's policies. Outbound messages initiated by OpenAgent outside of a 24-hour customer service window must use pre-approved WhatsApp Message Templates.

OpenAgent detects the language of the incoming message and responds in the same language if your knowledge base content supports it. Multilingual support is available on selected OpenAgent plans.

No. OpenAgent handles concurrent WhatsApp conversations with no per-agent seat limit, so your support capacity scales with message volume without adding headcount.

Related integrations

TwilioInstagramFacebook Messenger

Connect WhatsApp to OpenAgent

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.

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