WhatsApp AI Chatbot for Business - Step-by-Step Setup

Your customers already have WhatsApp on their phones. When an AI assistant answers them there instantly, from your own content, they don't have to hunt for a contact form or wait for an email. This guide covers what a WhatsApp AI chatbot can do, what you need to run one, and how to connect it step by step.

Why a WhatsApp AI Chatbot

Meet customers where they already are. WhatsApp is one of the most widely used messaging apps in the world, and messaging a business there feels as natural as messaging a friend.
Answers in seconds, around the clock. Opening hours, prices, shipping, bookings - the AI handles them 24/7 with no queue.
The conversation stays in one thread. Customers don't switch to your website or inbox; the whole exchange lives in the chat on their phone.
One knowledge base for every channel. The same assistant answers on your website and on WhatsApp. Update your price list once and it changes everywhere.

What the WhatsApp Chatbot in ELIA Assistant Does

Answers from your knowledge base - FAQs, price lists, terms and your website content. It doesn't make things up; when it doesn't know, it says so.
Recognizes intent and sentiment - a question, a booking, a complaint or a return.
Hands over to a live agent. Complex cases are taken over by a person in the dashboard, with the full history. The customer never repeats themselves.
Keeps everything in one place. WhatsApp conversations appear in Messages and Interactions alongside web chat and email.

What You Need

WhatsApp connects through Twilio, a messaging provider with official access to the WhatsApp Business Platform. You need:

An ELIA Assistant account with the administrator role.
Your own Twilio account (twilio.com). Twilio bills you for messages directly according to its price list, with no markup from us.
A phone number approved for WhatsApp - for production. For testing, the free WhatsApp Sandbox is enough.

Sandbox or Your Own Number?

	Sandbox	Approved number
Purpose	Testing	Real customers
Number	Shared Twilio number	Your own business number
Ready in	Minutes	Usually several days
Limits	Each phone joins with a code; sessions expire after about 72 hours	None of these

Start with the Sandbox: within minutes you'll see how the assistant answers your questions. Meanwhile, request approval for your own number in Twilio, which goes through Meta business verification.

How to Connect a WhatsApp AI Chatbot - Step by Step

1. Turn On WhatsApp in ELIA Assistant

In the app, open Configuration → Integrations and switch on WhatsApp. A new WhatsApp tab appears.

2. Get a WhatsApp Number in Twilio

Sandbox: in the Twilio Console, open Messaging → Try it out → Send a WhatsApp message and send the join code from your phone to the Sandbox number.
Your own number: under Messaging → Senders → WhatsApp senders, register a new sender and complete business verification.

3. Copy Your Credentials

On the Twilio Console home page, copy the Account SID and Auth Token. Treat the token like a password.

4. Connect the Account

In the WhatsApp tab, enter the Account SID, Auth Token and the sender number in international format, for example +14155238886. Click Connect. The webhook is usually set up automatically; if it can't be, the app shows you an address to paste into your number's settings in Twilio.

5. Try It

Send a WhatsApp message to your number. The assistant replies and the conversation shows up in the dashboard.

You can do the whole setup yourself, without a developer. If you've already built a knowledge base for your website chat, WhatsApp uses it automatically.

The 24-Hour Rule

WhatsApp lets a business send free-form replies only within 24 hours of the customer's last message. The AI replies instantly, so it isn't affected. When a conversation is handed to a live agent, though, reply within that window. After 24 hours, a free-form reply can't be delivered until the customer writes again.

In practice: set agent working hours and new-interaction notifications so nothing sits unanswered over the weekend.

Frequently Asked Questions

Do I need a developer to set up a WhatsApp chatbot? No. You connect it in the app by entering three details from Twilio. The webhook is configured automatically.

Can I use the number I already have in the WhatsApp Business app? The number you connect through Twilio must be registered as a WhatsApp sender in Twilio. Twilio explains the conditions for moving an existing number during registration.

How much does a WhatsApp chatbot cost? You pay ELIA Assistant for your plan, and Twilio directly for messages according to its price list. We add nothing on top of message prices.

Which language does the assistant reply in? The language the customer writes in. Your knowledge base only needs to be in one language.

What if a customer wants to talk to a person? A live agent takes over in the dashboard with the full history. On WhatsApp, keep the 24-hour rule in mind.

Can I disconnect WhatsApp later? Yes, with one click in the WhatsApp tab. Switching Twilio accounts or numbers is just as simple.

Get Started Today

Try ELIA Assistant free for 7 days, upload your FAQ and connect the WhatsApp Sandbox. Within minutes you'll see the assistant answering your customers.

Get a WhatsApp AI chatbot