Chat Cactus
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WhatsApp integration

A WhatsApp bot that actually knows your business

Customers message your WhatsApp number; an agent trained on your documents answers in seconds — and hands the thread to your team the moment a human is needed.

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Setup through Twilio

Chat Cactus connects to WhatsApp through Twilio's WhatsApp API — the fastest supported route onto the WhatsApp Business platform. Direct Meta Cloud API support is in development.

  1. 1
    Get a WhatsApp-enabled Twilio number
    In your Twilio console, enable WhatsApp on a number (or use the Twilio sandbox to trial the flow).
  2. 2
    Paste three values into Chat Cactus
    Dashboard → Integrations → WhatsApp: Account SID, auth token, and the WhatsApp number. Pick which agent answers this number.
  3. 3
    Point the webhook at Chat Cactus
    The dashboard shows the exact webhook URL to paste into Twilio’s WhatsApp configuration. Every request is verified with Twilio’s signature scheme before it is processed.

How conversations behave

  • Two-way conversations: inbound customer messages get grounded answers from your knowledge base, in the same chat.
  • The agent greets customers by the profile name WhatsApp shares, and keeps replies in WhatsApp's native register — concise, lightly formatted, emoji where natural.
  • Reply-only by design: the agent answers inside the conversation the customer opened. No cold outreach, no bulk sends.
  • Conversations appear in your dashboard like every other channel, with the full transcript.

Human handoff on WhatsApp

Escalation works natively here. The AI goes quiet on the conversation the moment a customer asks for a person (or your rules trigger), the team is emailed a link to the escalations queue, and whoever takes the conversation replies from the dashboard — the customer just sees a normal WhatsApp message from your number. Resolve it, and the AI resumes on the next conversation.

Compliance notes

  • WhatsApp requires businesses to reply within the platform's customer-service window; Chat Cactus answers within seconds of an inbound message, which keeps you naturally inside it.
  • Opt-in is your responsibility under WhatsApp Business policy: the agent only ever replies to customers who message your number first, which is the safest posture.
  • Twilio account credentials are AES-256-GCM encrypted at rest, and webhook requests are signature-verified.

Frequently Asked Questions

What do I need to connect WhatsApp?

A Twilio account with a WhatsApp-enabled number. You paste three values from the Twilio console — Account SID, auth token, and the number — then point Twilio’s WhatsApp webhook at the URL the dashboard shows you.

Can I connect WhatsApp Business directly through Meta, without Twilio?

Direct Meta Cloud API support is in development. Today the supported path is Twilio’s WhatsApp API, which fronts the same WhatsApp Business platform.

Can the bot start conversations or send campaigns?

No — and that’s deliberate. The agent replies to customers who message you, inside WhatsApp’s conversation window. It does not send bulk, template, or unsolicited messages.

Does WhatsApp share the same knowledge base as my other channels?

Yes. WhatsApp routes to the same agent as your website widget, Gmail, and SMS. One knowledge base, one persona — with tone adapted for WhatsApp automatically (concise, light formatting, emoji where natural).

How does a human take over a WhatsApp conversation?

When a customer asks for a person or your escalation rules trigger, the AI mutes on that conversation and your team is notified. A teammate replies from the dashboard and the customer receives it as a normal WhatsApp message from your number.

Keep exploring

All integrations

Gmail, SMS, Telegram, Slack, Discord, Messenger, phone and more.

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Knowledge base

How answers are grounded in your own documents.

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Pricing

Start free; connect channels on a paid plan.

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