WhatsApp Integration

Put your AVCodex agent in the field tech's pocket. Connect AVCodex to WhatsApp so installers, programmers, and end-clients can ask questions from the rack room, the boardroom, or the truck.

Deploy your AVCodex agent to WhatsApp and let users interact with it directly through WhatsApp messaging. A field tech can text a photo of a Biamp Tesira fault LED and get a triage answer. An end-client in a boardroom can scan a QR code on the table and ask "why isn't the room mic picking me up?" without ever calling dispatch.

Before you begin, you'll need:

• An AVCodex agent ready to deploy
• A Meta Developer Account
• A phone number to associate with your WhatsApp Business account

1. Create a Meta App

Log in to the Meta Developer Platform and create a new app:

1. Click Create App 2. Select Business as the app type 3. Fill in your app details 4. Navigate to WhatsApp in the sidebar and click Quick Start 5. Select Get Started with the API and click Start using the API

2. Open WhatsApp Configuration in AVCodex

Go to your AVCodex agent and click Share in the navigation. Find the Deploy to WhatsApp card and click Add Deployment.

3. Enter Your Meta Credentials

From the Meta Developer Platform, copy these values into the AVCodex dialog:

- Access Token: Your WhatsApp API access token (at least 32 characters) - Phone Number ID: A 15-digit ID found in WhatsApp API Setup - Business Account ID: A 15-16 digit ID found in your app settings

4. Configure the Webhook in Meta

1. Copy the Callback URL from the AVCodex dialog 2. In the Meta Developer Platform, go to WhatsApp > Configuration 3. Paste the Callback URL into Meta's Callback URL field 4. Copy the Verify Token from AVCodex and paste it into Meta's Verify Token field 5. Click Verify and Save

5. Subscribe to Messages

In the Meta Developer Platform webhook configuration:

1. Scroll down to find the Webhook fields section 2. Find messages and click Subscribe 3. This allows your agent to receive incoming WhatsApp messages

6. Save Configuration

Back in AVCodex, click Save Configuration to complete the setup.

7. Test Your Connection

1. Use the test WhatsApp number provided by Meta 2. Send a test message like "Hello, what's the default IP for a Crestron DM-NVX-360?" 3. Verify that your AVCodex agent responds automatically

When you're ready for production:

1. In the Meta Developer Platform, switch your app from Development to Live Mode
2. Complete the required business verification
3. Request the whatsapp_business_messaging permission
4. Add a production phone number

Warning: Development mode limits you to messaging with registered test numbers only. You must go live to message any WhatsApp user, including end-clients in conference rooms.

Disconnect WhatsApp#

To disconnect your WhatsApp integration:

1. Go to Share > Deploy to WhatsApp
2. Click Add Deployment to open the dialog
3. Click Disconnect at the bottom

Update Credentials#

If you need to update your Access Token or other credentials:

1. Open the WhatsApp configuration dialog
2. Enter the new values
3. Click Save Configuration

Response Time#

WhatsApp expects responses within 24 hours of the user's last message. After that, you'll need to use approved message templates for proactive outreach. For an after-hours room support hotline, this is usually fine. For proactive maintenance reminders, plan templates ahead.

Message Templates#

For proactive messaging (reaching out first), create message templates in the Meta Business Suite and get them approved before use. Common AV templates: commissioning sign-off requests, scheduled maintenance windows, room readiness check-ins.

Rate Limits#

Be aware of WhatsApp's rate limits:

• Tier 1: 1,000 unique users per 24 hours
• Tier 2: 10,000 unique users per 24 hours
• Tier 3: 100,000 unique users per 24 hours

You can increase your tier by maintaining good quality ratings. For most integrators, Tier 1 covers a fleet of techs and a healthy book of client rooms.

Messages Not Being Received#

1. Verify the Callback URL is correct in Meta
2. Check that the messages webhook is subscribed
3. Ensure your app is in Live mode (or using test numbers in Development)
4. Verify all three credentials are valid (Access Token, Phone Number ID, Business Account ID)

Webhook Verification Failed#

1. Double-check the Verify Token matches exactly
2. Ensure your AVCodex agent is published and running
3. Try re-copying the Callback URL from AVCodex

AI Not Responding#

1. Check your AVCodex agent is active
2. Verify your AI model is configured correctly
3. Check the chat history in AVCodex's Chats page for any errors

Invalid Credentials Error#

• Access Token: Must be at least 32 characters
• Phone Number ID: Must be exactly 15 digits
• Business Account ID: Must be 15-16 digits

WhatsApp Business API pricing is based on conversation types:

• User-initiated conversations: Lower cost per conversation
• Business-initiated conversations: Higher cost per conversation

Prices vary by country. Check Meta's pricing page for current rates.

You can check WhatsApp deployment status programmatically using the AVCodex MCP Server.

Available Tools#

Example Prompts#

"Is my agent connected to WhatsApp?"
"Show me the WhatsApp configuration for my room support bot"
"What's the status of my WhatsApp deployment?"

Workflow: Deployment Status#

You: Check the WhatsApp status for my room support bot

AI: [Calls get_whatsapp_deployment]

WhatsApp Deployment:
- Status: Connected
- Phone Number ID: 123456789012345
- Business Account ID: 1234567890123456
- Mode: Production
- Last message received: 1 hour ago

Note: MCP server access requires a Builder plan or higher. See the MCP Setup Guide to get started.

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