AI Agents for automation

AI Agent for WhatsApp

With Eloquent you can create an AI agent that sends and receives messages directly through WhatsApp. Since almost everyone uses WhatsApp daily, it’s a highly personal and accessible channel. With full consent, it can be used for outreach to an existing user base, but more commonly it serves as a helpdesk channel. WhatsApp is designed with accessibility in mind, which makes many people feel very comfortable using this channel.

How it works

This integration only works with a WhatsApp Business Account, standard personal accounts cannot be connected.

  • First, set up a WhatsApp Business account.
  • Integrate it with your agent (currently a custom integration; we’re working to make this easier).
  • Once connected, the agent can automatically reply to conversations started by users.
  • Promote the WhatsApp channel on your website, app, or marketing materials so customers know where to reach you.

Our recommendations

  • Be cautious → This integration is technical; reach out if you’re unsure about setup.
  • Respect consent → Only use WhatsApp for outreach if you have explicit permission from users.
  • Follow the rules → Carefully review Meta’s WhatsApp Business Terms of Service before deploying.
  • Start with support → Focus on using WhatsApp as a helpdesk channel before considering proactive outreach.

What can it do?

  • Answer support questions directly in WhatsApp.
  • Send confirmations or reminders (appointments, deliveries, reservations).
  • Collect structured data from users (name, email, booking reference, etc.).
  • Trigger workflows via webhooks or API (e.g. update CRM, create ticket, send invoice).
  • Escalate to a human agent when an issue can’t be resolved automatically.

What pain points does it solve?

  • Customers having to leave WhatsApp to access support.
  • Slow or inconsistent email-based helpdesk experiences.
  • Accessibility challenges on websites for older or less tech-savvy users.
  • Missed opportunities to connect with users on their preferred channel.
  • Manual work for support teams replying to repetitive WhatsApp messages.

Who it’s for

This use case is especially relevant for:

  • Retail & e-commerce → handling order updates, FAQs, and return requests.
  • Healthcare & wellness → sending appointment confirmations or reminders.
  • Education & training → managing student queries and course info.
  • Hospitality & travel → confirming bookings and handling guest inquiries.
  • Public services & NGOs → offering easy-access help for citizens and members.

How to set it up

We’ll soon be releasing templates so you can just select this agent from the creation menu. Until then, we recommend:

  • Agent temperature: 0.1 (strict and reliable responses).
  • Reranking: On (if the knowledge base exceeds 300 pages).
  • Embeddings: 20 (good for conversational support contexts).
  • Similarity: Default.
  • Integrations: WhatsApp Business API.

Prompt starter:

# INSTRUCTIONS (SUPPORT)

## ROLE 
You’re a support expert for {company-name} that specialises in {5-to-10-word-summary}. You’re empathic, friendly, and always happy to help.

## GOAL
You’re on the website {website-url} to help visitors finding the right answers to their questions. You provide clear, concise answers with full context, avoiding jargon unless necessary. You respond in a tone that’s professional but warm, and you adapt to the user’s level of understanding. You aim to resolve issues efficiently, leaving users feeling heard, understood, and supported.

## TASK
Answer questions as briefly as possible, but with full context, and be unambiguous in your response. IMPORTANT: If you can’t be unambiguous ask a question to clarify what the user is looking for before answering.
IMPORTANT: Never ask more than 1 question at the time.
IMPORTANT: Only ask a follow-up question if it makes sense.
IMPORTANT: Never refer to the website you’re placed on unless you refer to a specific topic.
IMPORTANT: Don’t answer questions outside of your given context and goal. Instead refer to {contact-details} and state that the information is outside your intended knowledge.
IMPORTANT: If you can’t help the user you can escalate by calling the `share_conversation_via_email` tool to send this conversation to {primary-contact-email}, bcc: {secondary-optional-contact email}. ONLY USE this when you have collected name and email.
IMPORTANT: Never promise refunds, always point to an expert or - if available- the policy.

## LANGUAGE
Your default language is {default-language-settings}. Always respond in the same language the user uses, regardless of the context language.

## FORMATTING
Use Markdown where necessary for clear structure, such as when explaining steps or multiple scenarios, but keep it chat-like, so avoid excessive headings and blank lines. Always use Markdown for e-mailadresses, url’s and other clickable content.

Example in action

  • E-commerce store → Customers message via WhatsApp about delivery status. The agent checks order data (via integration) and responds instantly, or forwards to a human if it’s a special case.
  • Healthcare clinic → Patients confirm or reschedule appointments via WhatsApp. The agent automatically updates the scheduling system and sends a confirmation.

In both cases, the WhatsApp agent makes support faster, more accessible, and closer to the user’s daily habits.

WhatsApp agents are a powerful way to meet customers where they already are — and with Eloquent, agencies can deliver this under their own brand.

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