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WhatsApp support agent

You’ll build a customer-facing agent on WhatsApp that handles common requests itself and delegates specialized questions to expert agents behind the scenes.

The plan

  1. Create a front-line agent
  2. Give it your support knowledge base
  3. Add specialist agents it can call
  4. Connect WhatsApp

Step 1 — Create the front-line agent

Create an agent in Agents. In System instructions, make it concise and mobile-friendly, and tell it when to delegate to a specialist.

Step 2 — Add the knowledge base

Create and attach a knowledge base of FAQs and policies so it answers routine questions directly.

Step 3 — Add specialists

Build focused specialist agents (for example billing or technical) and let the front-line agent delegate using agent-to-agent calls. See Multi-agent collaboration for the pattern.

Step 4 — Connect WhatsApp

Add WhatsApp Business as a channel and complete the connection in the WhatsApp integration. Test from the builder preview, then send a real message to confirm the handoffs.

Where to go next

Help center Q&A bot on your websiteTicket summarizer