Meta - WhatsApp Cloud API
WhatsApp support in Expertflow CX lets businesses engage with their customers through real-time messaging on WhatsApp. Whether it's a simple text or rich media like files, images, or location data, the connector ensures seamless communication from within the Expertflow CX interface.
Refer to WhatsApp Connector Limitations to understand current constraints.
Getting Started
To get started, a business must have a verified WhatsApp Business Account linked to a phone number. This account needs to be integrated into Expertflow CX through Unified Admin. Once the connection is set up, agents can start handling WhatsApp conversations like any other supported channel.
Supported Message Types
Below are the types of messages currently supported by the WhatsApp connector.
Plain Message
What it is:
A basic text message exchanged between the customer and the agent without any formatting or attachments.
How it works:
When a user types a message, it's sent as plain text on the agent's side.Text appears instantly in the chat window. Agents can reply using the “Reply Icon“.
Maximum Length: 4096 characters.
Format: UTF-8 encoded text.
Audio Message
What it is:
Voice notes or audio clips sent during chat.
How it works:
Audio files are played inline with a click. Agents can listen and reply with voice messages directly from their interface.
Maximum Audio size supported by WhatsApp : 16MB
Video Message
What it is:
Short video files shared to explain or show something visually.
How it works:
Videos show a thumbnail and play button. Agents can view customer videos and reply with video uploads if needed.
Maximum Video size supported by WhatsApp : 16MB
To check the supported media types of video and some constraints, see.
Image Message
What it is:
Photos or screenshots exchanged for visual context.
How it works:
Images show as thumbnails. Agents can send images in response for documentation or clarification.
Maximum Image size supported by WhatsApp: 5MB
To check the supported media types of image and some constraint see.
Stickers
What it is:
Expressive graphics sent by customers to convey mood or reaction.
How it works:
Stickers display as static or animated images. Agents can view them but cannot send stickers due to format restrictions.
Maximum Sticker size supported by WhatsApp:
Static stickers: 100KB
Animated stickers: 500KB
Limitations
Media type for sticker from WhatsApp is image/webp, but our system doesn't support this type for outbound.
Emoji
Limitations
Support for Emoji is not provided as of now.
Quoted Reply
What it is:
A feature that links a reply to a specific previous message for clarity.
How it works:
Agents can also use quoted replies to answer specific questions — by selecting a message and clicking “Reply,” their message will carry the reference.
File Message
What it is:
Document files (PDFs, DOCs, etc.) sent for reference, instructions, or records.
How it works:
Files appear in the chat with filename, type, and size displayed.
Clicking opens or downloads the file directly.
Agents can upload and send files from their desktop, such as invoices, manuals, or forms.
This feature must be enabled in admin settings before use.
By enabling file sharing, the file name and file size are visible as in the screenshot below. You can click to open, read, and download it.
Maximum File size supported by WhatsApp: 100MB
Contact Message
What it is:
A structured contact card with fields like name, email, phone, and organization.
How it works:
Shared contact cards appear as a contact block showing all fields.
Agents can click to view full details and save or forward the contact.
Agents can also send their own or third-party contacts by selecting from a list or entering details manually.
Location Message
What it is:
A map location or pin sent for navigation or confirmation.
How it works:
Received locations are shown as a mini map with a clickable link to Google Maps.
Agents can click to view the place.
Agents can also send locations (e.g., office branches, service points) through postman.
Read Notification
What it is:
A system-generated update indicating that the customer has seen a message.
How it works:
When the message is read on WhatsApp, a “read” signal is sent back and reflected in the agent’s interface.
This helps agents confirm delivery and follow up if no response is received.
Applies to both incoming and outgoing messages — visible in the message metadata.
Interactive/Button Messages
What it is:
Predefined button options sent by the business to help users respond faster.
How it works:
Bot send a message with buttons.
Customers reply with specific “Number“,for their relevant choices.
When clicked, the selected option is shown in the conversation feed.
Limitation: Bot sends these as a numbered list in plain text
URLs
What it is:
Web links sent within messages to direct users to external resources.
How it works:
Links are automatically detected and made clickable.
Clicking opens the URL in a new browser window.
