The WhatsApp voice AI integration gives callers a written next step after a phone conversation. It is especially useful in India for confirmations, directions, payment links, documents, and support handoffs, provided your message and consent rules are clear.
A catalog page describes a possible workflow. It does not confirm that a native WhatsApp connector is enabled in your workspace. Check Integrations in the DialNexa dashboard first. If WhatsApp is not listed, use a custom function, agent webhook, or external automation service.
When to use the WhatsApp voice AI integration
Use WhatsApp when:
- Callers expect a written booking, payment, delivery, or support confirmation.
- The phone number has been normalized and the caller has given the required consent.
- Your team has approved templates for messages sent outside the permitted conversation window.
- Replies should route to a monitored human inbox or support process.
Best first workflow: At the end of a successful call, confirm the destination number and send one approved WhatsApp message containing the agreed next step and a trusted link.
Before you begin
Prepare the following:
- A published DialNexa agent that has already passed a basic test call.
- Access to the DialNexa workspace Integrations page.
- A WhatsApp account with permission to read or update the required records.
- One test record that does not affect a live customer.
- A list of actions that can run automatically and actions that require human review.
Choose how to connect WhatsApp
| Connection method | Use it when | Important limit |
|---|
| Workspace connector | WhatsApp appears in your DialNexa Integrations page | Available actions and authentication depend on your workspace |
| Custom function | The agent needs WhatsApp data during the live conversation | Keep the request fast and return only the fields the agent needs |
| Agent webhook | WhatsApp should receive a result after the call | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation | The workflow spans WhatsApp and several other systems | Monitor the external workflow separately from the DialNexa call |
Build the WhatsApp voice AI workflow
- Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
- Choose the connection method from the table above.
- Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
- Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
- Store the destination record URL or ID with the call result so your team can trace the handoff.
- Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.
Data to map between DialNexa and WhatsApp
- DialNexa call ID, call direction, status, and final outcome
- Caller name, phone number, email, and matched customer or account ID
- Structured fields collected during the call, including consent where required
- Short operational summary, requested next step, owner, and due date
- Transcript or recording link only when your privacy policy allows it
- WhatsApp record ID, record URL, update timestamp, and integration result
High-value WhatsApp voice AI workflows
| Call outcome | WhatsApp result | Human control |
|---|
| Appointment or demo is confirmed | Send date, time, location, and change instructions | Confirm the number before sending |
| Customer needs a payment or order link | Send the trusted link with context | Never ask for OTPs or payment credentials |
| Caller needs documents or directions | Send only approved content | Avoid exposing private files through open links |
| Issue needs follow-up | Send the case reference and route replies to a monitored inbox | Respect opt-out and template rules |
Verify the WhatsApp integration
Run a test call and confirm that:
- The destination number is normalized and confirmed with the caller.
- The message uses the correct approved content or template for the conversation window.
- Links, documents, dates, amounts, and reference numbers match the call outcome.
- The DialNexa call ID prevents duplicate messages.
- Failed delivery, opt-out, or a reply that needs help reaches a monitored human inbox.
Troubleshoot WhatsApp integration issues
| Problem | What to check |
|---|
| WhatsApp is not shown in the dashboard | Use a custom function, webhook, or external automation service, or request the integration |
| Authentication fails | Reconnect the account and verify scopes, workspace ownership, and token expiry |
| Message is rejected or not delivered | Check phone normalization, consent, template approval, variables, and conversation-window rules |
| Duplicate messages appear | Use the DialNexa call ID as an idempotency key and make retries safe |
| The live call becomes slow | Move nonessential writes to a post-call webhook and keep live lookups small |
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