WhatsApp Integration

WhatsApp integration brings Muin’s AI capabilities to the messaging platform your customers already use. Handle support inquiries, collect documents, and send automated notifications—all through WhatsApp Business.

What You Can Do

WhatsApp Inbox

A complete customer support center built around WhatsApp:

• AI-powered auto-response answers common questions instantly using your business knowledge
• Smart escalation routes complex conversations to human agents with full context
• Multi-agent support lets your team handle conversations from a unified inbox
• Conversation metrics track response times, resolution rates, and AI performance

Workflow Integration

Connect WhatsApp to Muin’s automation engine:

• Send notifications when invoices are approved, documents are ready, or payments are processed
• Trigger workflows from incoming messages—receive an invoice photo and start processing
• Template messages for consistent, pre-approved business communications

Setting Up WhatsApp

Prerequisites

Before connecting WhatsApp to Muin, you’ll need:

1. WhatsApp Business Account with Meta Business verification
2. Dedicated phone number for business use
3. Meta Developer Account for API access

Step 1: Connect Your Account

1. Go to Settings → Integrations
2. Find WhatsApp and click Connect
3. Enter your Meta Business credentials
4. Select your phone number
5. Complete the verification process

Setup typically takes 10-15 minutes.

Step 2: Configure Auto-Response (Optional)

If you want AI to handle incoming messages:

1. Click Settings on the WhatsApp integration card
2. Enable AI Auto-Response
3. Set the confidence threshold (recommended: 0.75)
4. Add a disclaimer if required by your industry
5. Click Save Settings

Step 3: Set Up Workflow Triggers (Optional)

To process incoming messages automatically:

1. Go to Workflows → Create Workflow
2. Select WhatsApp Message as the trigger
3. Configure conditions (e.g., message contains image)
4. Add your workflow actions
5. Activate the workflow

Features

AI Auto-Response

When enabled, Muin’s AI responds to incoming WhatsApp messages instantly:

Customer: What are your business hours?

Muin AI: We're open Monday-Friday, 9 AM to 6 PM EST.
Is there anything else I can help you with?

The AI uses your documentation, FAQs, and business information to provide accurate responses. When confidence is low, conversations escalate to your team.

Interactive Messages

Send rich messages with buttons and quick replies:

📋 Invoice #INV-2026-0142 Ready for Review

Vendor: Acme Corp
Amount: $5,250.00
Due Date: Feb 15, 2026

[✓ Approve] [✗ Reject] [View Details]

Recipients can take action directly from WhatsApp.

Template Messages

For proactive notifications (messages you send first), WhatsApp requires pre-approved templates:

Template	Use Case
Invoice Approved	Notify vendors of payment approval
Document Ready	Alert stakeholders to review
Payment Confirmation	Confirm payment processing
Reminder	Follow up on pending items

Create and manage templates in Settings → WhatsApp → Message Templates.

Document Collection

Receive documents via WhatsApp and process them automatically:

1. Customer sends photo of invoice
2. Muin receives the image
3. Workflow triggers document processing
4. AI extracts data and routes for approval

Supports images, PDFs, and other document formats.

Message Types

Muin supports all WhatsApp message types:

Type	Receive	Send	Use Case
Text	Yes	Yes	General communication
Image	Yes	Yes	Document photos, receipts
Document	Yes	Yes	PDFs, contracts, invoices
Template	-	Yes	Notifications, alerts
Audio	Yes	-	Voice messages
Video	Yes	-	Video documents

Connection Status

Check your WhatsApp connection status anytime:

1. Go to Settings → Integrations
2. The WhatsApp card shows:
   • Active – Connection is working
   • Inactive – Connection needs attention
   • Phone Number – Connected business number
   • Webhook Status – Message delivery health

Testing the Connection

To verify everything works:

1. Click Test Connection on the WhatsApp card
2. Send a test message to your business number
3. Verify it appears in Muin’s WhatsApp Inbox
4. Check AI auto-response if enabled

Disconnecting WhatsApp

If you need to disconnect:

1. Go to Settings → Integrations
2. Click Disconnect on the WhatsApp card
3. Confirm the disconnection

Note: Disconnecting stops all WhatsApp messaging and removes the configuration. Conversation history is retained. You can reconnect anytime.

Troubleshooting

”Connection failed” when connecting

1. Verify your Meta Business account is verified
2. Check that your phone number is registered correctly
3. Ensure your Meta Developer app has WhatsApp permissions
4. Try refreshing the connection

Not receiving messages

1. Check webhook status in Settings → WhatsApp
2. Verify the phone number is correct
3. Test with a message from a different phone
4. Check if messages appear in Meta Business Suite

AI not responding

1. Verify AI Auto-Response is enabled
2. Check the confidence threshold setting
3. Review AI response logs for errors
4. Ensure your knowledge base has relevant content

Template messages rejected

1. Check template status in Meta Business Suite
2. Ensure template follows WhatsApp guidelines
3. Review rejection reason and modify content
4. Resubmit for approval

Best Practices

1. Start with auto-response disabled – Test the connection first, then enable AI
2. Set appropriate confidence threshold – 0.75 is a good balance between automation and accuracy
3. Create templates early – Approval can take 24-48 hours
4. Monitor escalations – High escalation rates may indicate knowledge gaps
5. Train your AI – Add FAQs and documentation to improve responses

HR Compliance Use Cases

WhatsApp is particularly effective for urgent HR notifications:

Certification Expiration Alerts

When employee certifications are about to expire, WhatsApp delivers immediate notifications:

1. Enable HR WhatsApp notifications in Settings → Notifications
2. Configure which alerts use WhatsApp:
   • Urgent (7 days before expiry)
   • Expired (on expiry date)
   • Manager escalations

Why WhatsApp for HR Compliance?

Benefit	Description
Immediate delivery	Push notification ensures message is seen
High open rates	98% open rate vs 20% for email
Mobile-first	Reaches workers without desktop access
Action buttons	One-tap to view certification or upload renewal

Example HR Notification

⚠️ Certification Expiring Soon

Hi Sarah,

Your OSHA 30 certification expires in 7 days (Feb 28, 2026).

Please renew promptly to maintain compliance.

[Upload Renewal] [View Details]

Learn more: HR Compliance Dashboard | Certification Tracking

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Privacy & Security

• All messages processed within your Muin instance
• Conversation data encrypted in transit and at rest
• Full audit trail for compliance
• GDPR-ready with message retention policies
• Tenant isolation ensures data privacy

Pricing

WhatsApp Business API has usage-based pricing from Meta:

Conversation Type	Cost
Business-initiated	~$0.05-0.15 per conversation
User-initiated (first 1,000/month)	Free
User-initiated (additional)	~$0.02-0.05 per conversation

Costs vary by country. Muin adds no additional per-message fees.

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Need help? Contact support or check the Integrations for more connection options.