Question 1

What is a Staffify WhatsApp Agent?

Accepted Answer

A WhatsApp Agent is an AI assistant that replies to incoming WhatsApp messages on your business number 24/7 using the official WhatsApp Business Cloud API. It can answer questions from your Knowledge Base, book appointments in Google Calendar, create and look up tickets, manage CRM records, transcribe voice notes, images, and PDFs, and hand over to a human when needed.

Question 2

How do I connect WhatsApp to my Staffify account?

Accepted Answer

Go to Staffi, then Settings, and click Connect with Facebook. Sign into the Facebook account that owns the business, pick or create your WhatsApp Business Account, and grant Staffify the requested permissions. Then pick a free phone number and click Connect and Verify. Meta sends a one-time code to the number over WhatsApp, and Staffify confirms it in the background.

Question 3

How does the WhatsApp phone verification work?

Accepted Answer

When you click Connect and Verify, Staffify tells Meta to register the number and Meta triggers a one-time password on WhatsApp. The dialog shows Confirm, Pending, Registered, Timeout, or Error. If a number was on personal WhatsApp, delete WhatsApp on it first or wait for Meta to release it before registering.

Question 4

What is the Whitelist and when do I need it?

Accepted Answer

The Whitelist is a per-company list of E.164 numbers allowed to talk to the Staffi internal assistant. It does not affect customer-facing WhatsApp Agents. Use it to give your team private WhatsApp access to answer admin questions and run actions inside Staffify. Add or remove entries in Staffi Settings.

Question 5

Which agent templates can I use for WhatsApp?

Accepted Answer

Five templates: Customer Support (KB, tickets, priority), Appointment Scheduler (Google Calendar, confirmations, cancel/reschedule), Advanced Booking (catalog, booking page, invoicing), Custom (system prompt only), and Custom Workflow (visual drag and drop editor).

Question 6

How do I configure what my WhatsApp Agent says?

Accepted Answer

Set a Greeting Message (first contact), a System Prompt (role, boundaries, tone, escalation rules), and Response Speed (Immediate, Balanced, Patient). Also configure Topic restrictions, Forbidden topics, and an Off-topic response so the AI stays on scope.

Question 7

Which languages are supported on WhatsApp?

Accepted Answer

WhatsApp Agents support 13 languages: English (US and UK), Spanish, French, German, Italian, Dutch, Portuguese, Polish, Swedish, Danish, Norwegian, and Finnish. Set the primary language on the agent. The AI follows the customer language when appropriate. Greetings are not auto-translated.

Question 8

Can I connect a Knowledge Base to a WhatsApp Agent?

Accepted Answer

Yes. In the agent editor, attach one or more knowledge bases and enable Knowledge base search. The same knowledge bases used by phone or widget agents work for WhatsApp. Tell the AI in the system prompt to keep answers short since WhatsApp is a short-form channel.

Question 9

How does appointment booking work over WhatsApp?

Accepted Answer

Use the Appointment Scheduler template and connect Google Calendar per agent. Configure duration, buffer, advance window, availability hours per day, timezone, minimum notice, email and SMS confirmations, and cancellation and rescheduling policy. The agent always asks for (or confirms) the customer’s email before booking, and only books or reschedules within your availability hours. Bookings create Google Calendar events with optional Meet links.

Question 10

Can my WhatsApp Agent create support tickets?

Accepted Answer

Yes. Configure default priority, priority keywords for auto-escalation, max interactions before auto-ticket, require email, ticket lookup, and allow ticket resolution. Tickets appear in the Tickets dashboard with the full WhatsApp transcript.

Question 11

How do I hand a WhatsApp conversation over to a human?

Accepted Answer

Set a Handoff email that receives escalation alerts and an Escalation phone that the AI can share with the customer. In the system prompt, spell out exact rules for when to escalate (angry customer, request for manager, refund, emergency keywords).

Question 12

Why does Staffify say my WhatsApp connection has a problem or was lost?

Accepted Answer

Staffify checks your WhatsApp Business connection daily and when Meta reports a problem. A yellow banner means something needs attention while your agents keep running; a red banner means the connection was lost. Common causes: Staffify was removed as a partner in your Meta Business settings (reconnect via Connect Meta Business), no active payment method at Meta, or a restricted number. The account owner gets an email with a reconnect link when the connection is lost.

Question 13

Can the WhatsApp Agent handle voice notes, images, and PDFs?

Accepted Answer

Yes. Voice notes and audio are transcribed with speech recognition, images are read with a vision model (great for screenshots and photos), and PDFs and documents get text extraction. Media transcription is billed per file. Locations and contact cards are read as text, reactions and stickers are saved without a reply, and for videos the agent asks for a description or a photo.

Question 14

How does the AI use my CRM during WhatsApp conversations?

Accepted Answer

Every inbound message is matched by phone number against your CRM. If the sender is known, the AI sees name, email, company, tags, notes, lifecycle stage, open deals and tickets, and recent activity. The AI can create contacts, update fields, add notes, and search for companies and deals.

Question 15

Where can I see WhatsApp conversations?

Accepted Answer

Go to WhatsApp, then Logs. Filter by status, agent, date range, or contact. Click a row for the full thread with per-message delivery status (sent, delivered, read, failed), template names, cost per message, and an AI-generated conversation summary. Every conversation links to the matching CRM contact.

Question 16

What analytics are available for WhatsApp?

Accepted Answer

Go to WhatsApp, then Analytics. Pick 7d, 30d, or 90d to see conversations, AI messages, utility sends, average messages per conversation, total billed, first response time, per-agent breakdown, a daily chart, utility cost by zone, sentiment (positive, neutral, negative, unknown), and delivery metrics (failed rate, read rate). Export the full dataset as CSV.

Question 17

How is WhatsApp usage priced?

Accepted Answer

Three cost buckets: AI messages (outbound replies, inbound is free), utility template messages billed by Meta in four geographic zones (Zone 1 NL/DE highest, Zone 2 FR/IT/PL/UK, Zone 3 PT/SE/DK/NO/FI/ES, Zone 4 US/CA lowest), and media transcription (per file for voice, images, and documents). Analytics shows exact totals and zone breakdowns.

Question 18

Can I test my WhatsApp Agent without messaging the number?

Accepted Answer

Yes. The Staffi portal is a full chat interface in the browser with the same knowledge base, tools, and CRM access as WhatsApp, without WhatsApp costs. The portal also renders interactive entity cards, tables, and forms. Add your team to the Whitelist to also chat with the agent over their own WhatsApp.

Question 19

Are there rate limits on incoming WhatsApp messages?

Accepted Answer

Each sender is limited to 50 messages per 10 minutes per WhatsApp Agent. Messages above that are dropped. After 3 violations the number is blocked from the agent for 48 hours. Real customers rarely hit this. Contact support if you need higher limits.

Question 20

How do I run more than one WhatsApp Agent?

Accepted Answer

You can run multiple WhatsApp Agents on the same company, each with its own phone number, template, and configuration. Common setups: sales on one number and support on another, or one agent per language. Each agent shows up in the per-agent analytics.

Question 21

How do I fix a phone number that says Pending or Failed?

Accepted Answer

Use Reactivate Cloud API in Staffi Settings to re-sync a stuck binding, or Reset Registration to wipe OTP and Cloud API state and start over. The most common root cause is the number still being on consumer WhatsApp or belonging to a WABA owned by another Facebook Business Manager.

Question 22

How do I disconnect a number or shut down WhatsApp?

Accepted Answer

In Staffi Settings click Disconnect next to the number to detach it from the WhatsApp Agent. The number returns to your inventory. To disconnect the whole WABA click Disconnect WABA in Onboarding. Conversations, logs, and analytics stay in your Staffify account.

Question 23

What if my WhatsApp Agent is not replying?

Accepted Answer

Check that the number is Registered in Staffi Settings, the agent is Active, the number is assigned to the WhatsApp Agent, and the business profile is set. Look at recent conversations in Logs to see delivery status. If you were testing rapidly with the same number, wait 10 minutes for the rate limit to clear.