> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Voice AI Integration Guide

> Connect DialNexa voice AI with WhatsApp to send approved call follow-ups, confirmations, links, and human handoffs with consent controls.

The **WhatsApp voice AI integration** gives callers a written next step after a phone conversation. It is especially useful in India for confirmations, directions, payment links, documents, and support handoffs, provided your message and consent rules are clear.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native WhatsApp connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If WhatsApp is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the WhatsApp voice AI integration

Use WhatsApp when:

* Callers expect a written booking, payment, delivery, or support confirmation.
* The phone number has been normalized and the caller has given the required consent.
* Your team has approved templates for messages sent outside the permitted conversation window.
* Replies should route to a monitored human inbox or support process.

<Tip>
  **Best first workflow:** At the end of a successful call, confirm the destination number and send one approved WhatsApp message containing the agreed next step and a trusted link.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* A WhatsApp account with permission to read or update the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect WhatsApp

| Connection method                                   | Use it when                                                | Important limit                                                             |
| --------------------------------------------------- | ---------------------------------------------------------- | --------------------------------------------------------------------------- |
| Workspace connector                                 | WhatsApp appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs WhatsApp data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | WhatsApp should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans WhatsApp and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the WhatsApp voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and WhatsApp

* DialNexa call ID, call direction, status, and final outcome
* Caller name, phone number, email, and matched customer or account ID
* Structured fields collected during the call, including consent where required
* Short operational summary, requested next step, owner, and due date
* Transcript or recording link only when your privacy policy allows it
* WhatsApp record ID, record URL, update timestamp, and integration result

## High-value WhatsApp voice AI workflows

| Call outcome                           | WhatsApp result                                                | Human control                                   |
| -------------------------------------- | -------------------------------------------------------------- | ----------------------------------------------- |
| Appointment or demo is confirmed       | Send date, time, location, and change instructions             | Confirm the number before sending               |
| Customer needs a payment or order link | Send the trusted link with context                             | Never ask for OTPs or payment credentials       |
| Caller needs documents or directions   | Send only approved content                                     | Avoid exposing private files through open links |
| Issue needs follow-up                  | Send the case reference and route replies to a monitored inbox | Respect opt-out and template rules              |

## Verify the WhatsApp integration

Run a test call and confirm that:

1. The destination number is normalized and confirmed with the caller.
2. The message uses the correct approved content or template for the conversation window.
3. Links, documents, dates, amounts, and reference numbers match the call outcome.
4. The DialNexa call ID prevents duplicate messages.
5. Failed delivery, opt-out, or a reply that needs help reaches a monitored human inbox.

## Troubleshoot WhatsApp integration issues

| Problem                                | What to check                                                                                                                                     |
| -------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| WhatsApp is not shown in the dashboard | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails                   | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| Message is rejected or not delivered   | Check phone normalization, consent, template approval, variables, and conversation-window rules                                                   |
| Duplicate messages appear              | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow             | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)