Send and receive WhatsApp messages with a Callable chat agent using your Twilio account.
Callable supports WhatsApp messaging through Twilio, so your chat agent can handle conversations on WhatsApp the same way it does on your website widget — grounded in your business info, knowledge base, and tools.
How it works
WhatsApp runs on Callable's chat pipeline. An inbound WhatsApp message is handled by the agent's LLM (grounded in its system prompt, business info, knowledge base, and any attached tools), and the agent's reply is sent back to the sender over WhatsApp. It's the same conversation loop as the web chat widget and the public chat page, just delivered over WhatsApp via Twilio.
Connecting Twilio
WhatsApp messaging is delivered through your own Twilio account, so you connect Twilio as a bring-your-own-account integration.
- Go to Integrations in the left nav.
- Connect your Twilio account by entering your Twilio credentials.
- Once Twilio is connected, its options become available in the dashboard.
How the agent handles WhatsApp conversations
When a message comes in over WhatsApp, your chat agent:
- Reads the message and generates a reply with its LLM, grounded in the agent's system prompt and business info.
- Pulls answers from the Knowledge Base you've attached (website URLs, uploaded files, or pasted text).
- Calls any Tools you've attached mid-conversation — for example to look something up, send information, or hand off.
- Sends its reply back to the sender over WhatsApp.
Because it's the same chat pipeline used everywhere else, the agent behaves consistently across your website widget, its public chat page, and WhatsApp.
Next steps
- Agents — build the chat agent that will handle WhatsApp conversations.
- Knowledge Base — ground your agent's answers in your business content.
- Tools — give your agent actions it can take mid-conversation.
- Integrations — connect Twilio and your other providers.