WhatsApp Agent Setup: How to Launch at Scale

Your customers are on WhatsApp but are your agents?

If you’re still relying on manual replies, scripted chatbots, or email follow-ups, you’re leaving response time and revenue on the table.

The smarter path? AI-powered WhatsApp agents. They’re full-service, no-code agents that can resolve issues, qualify leads, and send personalized offers 24/7.

In this guide, we’ll walk you through WhatsApp agent setup using Plivo and understand how these agents help you automate conversations that convert.

What is a WhatsApp AI agent?

A WhatsApp AI agent is an automation designed to operate over the WhatsApp Business API. Unlike scripted bots, agents are built to understand intent, pull in context from your internal systems, and complete business tasks like answering account-specific questions or initiating transactions.

Plivo’s WhatsApp AI agents can be trained to use your brand voice, integrated with your CRM or helpdesk, and customized to handle specific use cases, such as subscription renewals, cart recovery, refund processing, or customer onboarding.

They are accessible through a no-code interface and support a multilingual, omnichannel customer experience across WhatsApp, SMS, RCS, and voice.

What you need before setting up your agent

To go live with a WhatsApp agent, you need:

A verified Meta Business Account
An active WhatsApp Business Account (WABA) tied to a phone number
Pre-approved message templates for outbound communication
WhatsApp Business API access through a business solution provider (BSP) (Plivo offers this natively)
A platform to design, train, and manage agents (Plivo Agent Studio)

Also read: How to Create WhatsApp Message Templates: A Complete Guide

Optional but recommended integrations:

CRM (like Salesforce, HubSpot, or Zoho)
Helpdesk (like Zendesk or Freshdesk)
E-commerce or billing tools (Shopify, Stripe, etc.)

Pro tip: If you want to fast-track API access and template approval, using a BSP like Plivo saves weeks of back and forth with Meta.

Step-by-step: How to set up a WhatsApp agent with Plivo

Follow this step-by-step guide for a smooth WhatsApp agent setup with Plivo.

Step #1: Choose your primary use case and define agent scope

Don’t build a generic bot. Start with why you’re automating. This could be handling support queries, sending order updates, re-engaging inactive customers, or managing subscription renewals.

Image showing users how to build their own lead qualification agent in Plivo — *Build a WhatsApp AI agent in Plivo*

Plivo provides a library of prebuilt AI agents for common use cases like cart recovery, lead qualification, appointment reminders, and product recommendations. You can choose to use one as-is or customize it to fit your business process. Each agent is compatible with WhatsApp and designed to operate across channels as needed.

Your online pet supply business sells dog food with a typical reorder cycle of 30 days. You want to automate reminders for repeat customers, so they never run out.

The goal is to build a WhatsApp AI agent that:

Identifies past purchase dates
Sends a timely reminder before the next reorder window
Offers a one-click reorder option with a discount
Escalates to a live agent if the customer has special dietary questions

Pro tip: If you're unsure where to begin, look at existing interactions on WhatsApp that are repetitive, time-sensitive, or frequently escalated — these are ideal starting points for automation.

Step #2: Build the agent using Plivo’s no-code platform

Since your API access is already set up, you can begin building your agent in Plivo’s Agent Studio. This is a visual, drag-and-drop builder where you create conversation flows using blocks that represent actions, responses, conditions, and triggers.

Image showing WhatsApp AI agent setup in Plivo without code — *No-code campaign automation in Plivo’s AI Studio*

You can structure your flow to respond to specific keywords, match customer intent, route inquiries to different departments, or escalate to a live agent when needed. Each step in the journey can include media-rich responses like buttons, product carousels, quick replies, and file attachments.

Beyond logic design, you can also configure fallback rules for when the agent is unsure, and add human handoff conditions to ensure escalations happen smoothly with full context transferred to the live agent.

Image demonstrating smart handoff from AI agents to human agents in Plivo — *Human handoff conditions in Plivo*

Example: In Agent Studio, you set up a trigger to activate the agent 25 days after a customer’s last dog food purchase.

The agent starts with: “Hi Alex! It’s almost time to restock Luna’s Chicken & Brown Rice dog food. Want us to ship it today with 10% off?”

Depending on the customer’s reply:

“Yes” triggers a checkout link
“No” prompts a snooze option or opt-out
“I have a question” escalates to a human agent with the full order history

This step allows you to fully customize the agent’s tone, workflow, and logic to reflect how your brand communicates.4

Example: In Agent Studio, you set up a trigger to activate the agent 25 days after a customer’s last dog food purchase.

The agent starts with:
“Hi Alex! It’s almost time to restock Luna’s Chicken & Brown Rice dog food. Want us to ship it today with 10% off?”

Depending on the customer’s reply:

“Yes” triggers a checkout link
“No” prompts a snooze option or opt-out
“I have a question” escalates to a human agent with the full order history

Step #3: Train your agent with AI

Plivo supports integration with internal systems like your CRM, order management platform, inventory tools, or helpdesk. This means your agent can access real-time customer data, past orders, preferences, and policies to deliver personalized responses.

You can also connect your knowledge base, including FAQs, SOPs, product documentation, or policy articles. These resources train the agent to respond accurately and contextually, without needing scripted answers.

Dashboard image of Plivo’s AI Studio prompting users to import from a file or sync from a website — *Import external knowledge from various sources into Plivo*

For natural language understanding, Plivo gives you the flexibility to choose the AI model that powers your agent.

Image depicting LLM options for your WhatsApp AI agent in Plivo — *Select the LLM that fits your business best*

You integrate your Shopify store to pull order dates and product SKUs. You also sync your product FAQ sheet so the agent can answer:

“Is this food grain-free?”
“What’s the shelf life?”
“Can I switch to lamb instead of chicken?”

You power the agent using OpenAI to ensure a natural, friendly tone and multilingual support for your Spanish-speaking customers.

Step #4: Test, launch, and monitor your agent

Once your flow is built and trained, run controlled tests:

Check for flow accuracy and intent matching
Review how it handles incomplete or unclear inputs
Test human handoff and see if the agent transfers the full context

Image showcasing WhatsApp AI agent engagement analytics in Plivo — *Monitor agent performance and engagement with Plivo*

Plivo’s real-time dashboard lets you:

Monitor delivery, engagement, and satisfaction metrics
Track where users drop off in conversations
Identify areas to improve agent logic or content
Compare campaign and agent performance across channels

After launch, your agent keeps learning. As more customers interact, you’ll gather insight to improve how it responds or what paths it offers.

You run a test with 50 loyal customers. The data shows that:

72% clicked the reorder button within three hours
18% asked about switching flavors
10% requested a pause or cancel

You adjust the flow by adding a flavor selection block and a “remind me next week” option. The analytics also show high engagement around 8 p.m., so you shift reminder timings accordingly.

Plivo is purpose-built for WhatsApp AI agent deployment

Plivo’s platform is designed to help you move from idea to live AI-powered engagement without requiring engineering support or external consultants. When you use Plivo for WhatsApp agent setup, you get:

Access to prebuilt agents for sales, support, and engagement
Intuitive no-code builder (Agent Studio) that puts you in control
Deep integration with your business systems for real-time, contextual replies
Support for the best LLMs on the market, so your agent is trained with intelligence
Built-in compliance with WhatsApp’s policies and global data laws
Unified interface to manage messaging across WhatsApp, SMS, RCS, and Voice
Enterprise-grade infrastructure with 99.99% uptime and expert onboarding support

Automate outcomes with WhatsApp agent setup in Plivo

Smart WhatsApp automation starts with smart setup. With Plivo's no-code platform, you can automate customer conversations, boost sales, and scale support — all without a development team.

Plivo offers the tools to build agents that reflect your brand, the infrastructure to scale securely, and the intelligence to adapt with your customer needs.

Whether you're trying to cut support wait times, recover abandoned carts, or drive upsells through personalized outreach, a well-built WhatsApp agent can make it happen, and Plivo makes it achievable.

Ready to get started? Request a free trial today!

‍