WhatsApp AI Agent for Business Enquiries
Many customers would rather message than call. The Vocanta WhatsApp AI agent works from the same instructions, questions and escalation rules as your voice agent, so an enquiry that arrives on WhatsApp is handled the same way as one that arrives on the phone — and lands in the same record afterwards.
The WhatsApp AI agent is included on the Scale and Enterprise plans. Starter and Growth cover inbound voice calls.
WhatsApp enquiries sit unanswered
A business WhatsApp number usually belongs to whoever happens to be holding the phone. Messages arrive during jobs, after hours and at weekends, and get answered late or not at all.
- Messages arrive outside working hours and over weekends
- Threads are spread across personal phones with no shared record
- The same questions are typed out again for every enquiry
- Nobody knows which conversations still need a reply
One set of instructions, two channels
You configure the agent once. Vocanta applies the same greeting, questions, tone and escalation rules whether the enquiry arrives as a call or a WhatsApp message.
- Step 01Reply
The agent responds to new WhatsApp messages in your business's wording, at any hour.
- Step 02Qualify
It asks the questions you configured and confirms the details back to the customer in writing.
- Step 03Book or route
The conversation ends with an appointment booked, a callback agreed, or the thread passed to the right team member.
- Step 04Record
The contact details, enquiry reason and agreed outcome are saved alongside your call records.
What you get
The agent can reply in Arabic — including Gulf, Levantine and North African variants — as well as the other languages in the Voice Studio. English is fully supported; other languages are in beta and confirmed with you before you go live.
The same qualification questions your voice agent asks, asked over chat, with the answers written down.
Offers the slots you allow and confirms the booking back in the thread.
When a conversation needs a human, or the customer asks for one, the agent says so and hands the thread to the team member you nominated.
Set different behaviour inside and outside working hours, and reuse your standard answers instead of retyping them.
Every WhatsApp conversation produces the same contact record and written summary as a call, exportable at any time.
Customers can send photos and documents in the thread; the agent acknowledges them and attaches them to the enquiry record.
Your customers keep messaging your business number — the agent works inside the existing conversation rather than a separate widget.
How you connect your WhatsApp number
Connection is done with you during onboarding on a Scale or Enterprise plan. You keep ownership of the number and the WhatsApp Business account throughout, and you can disconnect it at any time.
- 1. Choose the number
Use your existing business number or a new one. A number currently used in the WhatsApp consumer app has to be moved to WhatsApp Business first.
- 2. Create or confirm the WhatsApp Business account
We walk you through creating a WhatsApp Business account in your own name, or confirming the one you already have, and completing the business verification WhatsApp requires.
- 3. Authorise Vocanta
You approve Vocanta as a connected messaging application for that number. Credentials are held server-side and never in the browser.
- 4. Configure and test
You set the greeting, questions, hours and escalation rules, then we test the flow on your own example enquiries before switching it on for customers.
Some steps, including business verification and message template approval, are performed by WhatsApp and their timing is outside our control. WhatsApp may also apply its own messaging fees, billed by WhatsApp rather than by Vocanta.
Where businesses use it
- Property, tenancy and viewing enquiries sent by message
- Quote and callout requests with photos attached
- Booking, rescheduling and cancellation requests
- Repeat customers who prefer messaging to calling
- Arabic-speaking customers messaging in their own language
- Out-of-hours enquiries that would otherwise wait until morning
AI answers first. People take over when it matters.
Vocanta is not designed to replace your team. You decide which situations must reach a person — and when a caller asks for one, or the enquiry falls outside the configured scope, the agent says so plainly and follows your escalation rule: a transfer, a message with a callback time, or an agreed follow-up. The reason for every escalation is recorded.
How we handle your call dataQuestions we get asked
Which plans include the WhatsApp AI agent?
The WhatsApp AI agent is available on the Scale and Enterprise plans. Starter and Growth cover inbound voice calls. If you are on Starter or Growth you can move up a plan at any point.
Do I need a new phone number for WhatsApp?
No. You can connect the business number you already use, provided it is on a WhatsApp Business account rather than the consumer WhatsApp app. If you would rather keep the two separate, you can use a new number instead.
Can it reply in Arabic?
Yes. Arabic is selectable, including Modern Standard Arabic and Gulf, Levantine and North African variants, and you can preview how the agent sounds and reads before going live. English is fully supported today; other languages, Arabic included, are in beta and confirmed with you before launch.
Does a person ever take over the conversation?
Yes. You decide which situations must reach a human. When one comes up, or the customer asks for a person, the agent hands the thread to the team member you nominated and records why.
What languages are supported?
English is fully supported today. Other languages can be previewed in the Voice Studio and are in beta — we confirm the language with you before you go live rather than switching it on automatically.
How quickly can we go live?
Setup starts with a short call to agree which calls Vocanta answers, the questions it asks, and where each outcome should go. You then choose the voice in the Voice Studio and we test the flow on your own example enquiries. Most businesses are answering live calls within a few working days, with no engineering work needed from your side.
How much does it cost?
Plans start at £250 per month and are priced by the amount of call time you need rather than by seat, billed monthly or annually with a 20% saving on annual billing. Extra call time can be added at any point and you can change plan monthly.
How is our call data handled?
Call data and contact details are transmitted over TLS and stored encrypted at rest, inside an access-controlled workspace, and integration credentials are handled server-side rather than in the browser. You can export contacts and call outcomes at any time or ask us to delete your workspace data, and a Data Processing Agreement is available on request. Vocanta does not currently hold SOC 2, ISO 27001 or HIPAA certification.
Keep reading
Hear it answer a call like yours.
A 20-minute demo: we walk through your inbound calls, show the agent handling one of them, and tell you plainly what it will and will not do.