WhatsApp Business Cloud API — full two-way conversation support
Link Voice agents now hold complete two-way conversations on WhatsApp, including media, templates, and 24-hour session handling.
Until this release, WhatsApp support inside Link Voice was outbound-only — agents could send notifications and templates, but the inbound side terminated at a human inbox. This release closes the loop: the same agent that answers your phone now answers your WhatsApp, with full conversational continuity across both channels.
What changed
- Native WhatsApp Business Cloud API webhook ingest, signed and verified end-to-end.
- Per-business 24-hour session window tracking. Templates auto-fire when the session expires and the agent needs to re-engage.
- Media support: voice notes (transcribed inline), images (passed to vision intent extractor), PDFs (text extracted and added to the conversation context).
- Channel-merge — a caller who switches from phone to WhatsApp mid-flow lands in the same conversation thread with the agent. No "please tell me your name again" loops.
- Per-workspace WhatsApp number provisioning available directly from the Voice dashboard. No more passing through Meta Business Manager manually.
Why it matters
WhatsApp is the dominant communication channel for Israeli consumers. A clinic that converts 30% of phone calls into bookings typically converts 55% on WhatsApp because the patient can take their time. Running both channels through the same agent — with the same knowledge base, the same calendar, the same handoff rules — eliminates the most common ops-team frustration we hear from customers.
How to use it
Go to Settings → Integrations → WhatsApp inside the Voice dashboard. Connect your existing Meta Business account, pick the number you want the agent to answer on, and the agent inherits the same knowledge + handoff rules already configured for voice. The first message a customer sends is routed exactly like an inbound call.