WhatsApp Business

Communication

Reach customers and teams on the channel with the highest open rates. Agents send text, images, documents, templates, and location via WhatsApp Business API. Ideal for international operations and mobile-first teams.

8 actions available

Order processing agent detects billing and shipping address mismatch above fraud threshold

Agent sends WhatsApp message to fraud review manager with order details and risk flags

Agent waits for manager reply in WhatsApp

Agent processes order according to approve or hold decision

Decision logged against order record with manager identity and timestamp

High-risk orders always require explicit WhatsApp reply before processing proceeds

What This Integration Enables

WhatsApp Business integration gives agents access to the full range of message types supported by the WhatsApp Business API: text, images, documents, pre-approved templates, and location. Combined with FlowRunner's human-in-loop capabilities, WhatsApp becomes a primary channel for delivering exceptions to decision-makers who need to respond quickly, wherever they are.

Without FlowRunner

Fraud reviews require desk access Risk reviewers must log into the fraud system to see and act on flagged orders

Email-based vendor confirmation Purchase order confirmations sent by email with no tracking on whether vendor received them

Field team desktop dependency Warehouse supervisors need to be at a desk to handle discrepancy exceptions

With FlowRunner

Mobile-first decision channel Fraud decisions made from a phone via WhatsApp without opening any system

Vendor confirmation in WhatsApp PO confirmations sent and replies received in the channel vendors already use

Floor-level exception handling Warehouse supervisors confirm discrepancies from the floor via WhatsApp instantly

Use Case Scenarios

Human-in-Loop Decision via WhatsApp

An agent processing a large order detects an anomaly: the shipping address does not match the billing address and the order value is above the fraud threshold. Rather than rejecting automatically, it sends a WhatsApp message to the fraud review manager: "High-risk order alert: Order #44892, $3,200, billing/shipping address mismatch. Approve or hold?" The manager replies directly in WhatsApp. The agent reads the response and processes accordingly. The decision is logged. High-value orders get human review without requiring the manager to be at a desk.

International Vendor Confirmation

A logistics company works with suppliers in regions where WhatsApp is the primary business communication channel. When a purchase order is created in NetSuite, the agent sends a WhatsApp template message to the vendor contact confirming the order details. The vendor confirms by replying. The agent logs the confirmation against the PO record. No email, no phone tag, no tracking whether the vendor received the order.

Field Team Alerts

A warehouse receiving workflow detects a discrepancy between the WRO manifest and the physical count. The agent sends a WhatsApp message to the receiving supervisor's phone: "WRO #WR-4421: Expected 200 units of SKU-889, only 180 counted. Confirm count and approve to create exception?" The supervisor confirms the count from the floor. The agent creates the exception record and routes it to procurement. The team does not need to be at a desk to manage exceptions.

Human-in-Loop Highlight

WhatsApp is FlowRunner's highest-reach human-in-loop channel. When an agent needs a decision from someone who is unlikely to check Slack quickly, WhatsApp delivers the decision request directly to their phone. The agent sends the context, the options, and waits for a reply. When the reply arrives, the connected Twilio On New SMS or a similar inbound handler captures it and routes it back to the workflow. The decision lands wherever the human is, not just where they happen to be logged in.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via Slack

Human decides

Agent resumes with decision

Agent Capabilities

8 actions

Messaging

Send Text Message Sends a plain text message to a WhatsApp number. Supports Unicode and emoji. Used for operational notifications, status updates, and conversational messages in workflows where WhatsApp is the preferred communication channel.
Send Image Message Sends a JPEG, PNG, or WebP image (max 5MB). Used when visual context is needed: a photo of received inventory, a chart, a screenshot for review.
Send Document Sends a document file (PDF, Word, Excel, PowerPoint, or text, max 100MB). Used to deliver contracts for review, invoices for confirmation, or reports for approval directly in WhatsApp without requiring the recipient to log into another system.
Send Template Message Sends a pre-approved WhatsApp message template. Used for regulated or high-volume message types: order notifications, appointment reminders, payment confirmations. Template messages can be sent to any contact; non-template messages require a prior conversation window.
Send Location Sends GPS coordinates with an optional label. Used in logistics workflows: delivery confirmation with a pin on the map, warehouse location for receiving drivers, meeting location for field teams.
Mark Message as Read Marks a received message as read. Used in conversation management workflows to maintain proper read receipts.

Account

Get Business Profile Retrieves the WhatsApp Business profile details. Used in administrative and configuration workflows.
Get Templates Dictionary Returns available pre-approved message templates. Used when agents need to select templates dynamically based on workflow context.