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The WhatsApp Toolkit provides programmatic access to the WhatsApp Business Platform (Cloud API). It enables agents and workflows to send outbound messages including text, media, pre-approved templates, and advanced message types via the Meta Graph API. Receiving or processing inbound WhatsApp messages is not supported.

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Prerequisites

Before creating a connection, you will need the following from Meta:

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Creating a Connection

The WhatsApp Toolkit is available in both the Agent Builder and the Workflow Builder. The connection setup is the same in both, but the navigation path differs.
  1. Open your agent in the Agent Builder
  2. Go to the Toolkits tab in the left sidebar
  3. Find WhatsApp and click Add to Agent
  4. In the Toolkit panel, click Select a Connection > Create a Connection
  5. In the pop-up that appears, enter a Connection Name, your System User Access Token, Business Account ID.
  6. Enter your Access Token, Business Account ID (optional), and a display Name for the connection
  7. Click Save — Odin AI Platform will validate the credentials before saving

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Available Tools

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Custom API Call

The Custom API Call tool is the most extensible option. It allows direct access to WhatsApp Graph API endpoints beyond what the other tools cover, including:
  • Interactive messages (buttons, lists)
  • Location and contact cards
  • Product catalog messages
  • Programmatic template management
  • Business profile updates
  • Messaging analytics and insights

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Configuration Notes

  • Phone number format: Always use E.164 international format (e.g., +1..., +52...). Spaces, dashes, or a missing country code will cause delivery failures (error 1006).
  • Session window: Plain text and media messages can only be sent within a 24-hour window of the recipient’s last message. Outside that window, use a Send Template instead.
  • Media URLs: Must be publicly accessible over HTTPS. Private, localhost, or expired URLs will cause download failures (error 1011). Verify MIME types match the file content.
  • Templates: Must be approved in Meta Business Manager before use. Parameter count and order must match the approved template exactly. Monitor your template quality rating — a low rating can result in a template being paused (error 131056).
  • Rate limits: WhatsApp Business API enforces per-number and per-day messaging limits. For bulk sending, use queues and implement retry logic with exponential backoff.
  • Security: Store access tokens securely and rotate credentials periodically. Ensure user consent is obtained before sending marketing messages.

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Practical Examples

  • Customer Support: An agent receives a support request, looks up the customer record, and sends a WhatsApp message with the ticket number and next steps — or uses an interactive button template to route the user to the right team.
  • Transactional Notifications: A workflow triggers after an order is placed and sends a template with order confirmation, shipping updates, or payment notifications.
  • Document Delivery: An agent generates a PDF invoice or contract and delivers it via the Send Media tool with a descriptive caption.
  • Broadcast Campaigns: A workflow iterates over a contact list and sends an approved marketing template with personalized parameter substitution.

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Troubleshooting

If the error is not listed above, use the Debug Checklist:
  1. Verify credentials and that the connection is valid
  2. Confirm the recipient’s phone number is registered on WhatsApp
  3. Validate the message format and payload structure
  4. Confirm template approval status
  5. Check whether API rate limits have been reached