Creating an AI Agent for your company’s WhatsApp: a practical guide 2026

 

If you are looking to create a WhatsApp AI Agent to serve customers 24/7 and accelerate sales without getting complicated with the technical stuff, Glofera will guide you step by step. We will cover what you need, how to set it up, what templates/flows work, how to use memory for natural conversations, webhooks, routing to human and analytics to measure impact. In addition, we will see how to turn it into an omnichannel project (Instagram, Messenger, Telegram and voice) with managed operation and focus on KPIs.

What it is and what it solves for your company

A WhatsApp AI Agent is a conversational assistant that responds instantly, understands the user’s intent and solves common tasks: product information, appointments, order tracking, basic support or lead qualification. In SMEs, the impact is felt on three fronts:

• 24/7 availability without overloading the team.
• Efficiency: less time on repeated questions and more on opportunities.
• Conversion: fast and consistent responses increase the closing rate.

At Glofera we see it every day: many SMEs start with FAQs and end up automating data capture, appointment scheduling and reminders. Our approach is pragmatic: we prioritize two or three high-volume use cases (e.g., “price and availability”, “appointments” and “after-sales questions”) and measure results from day one. When we detect bottlenecks, we propose improvements in scripting, templates, and route to human when the ticket needs it.

Requirements: WhatsApp Business API

To switch from the WhatsApp Business app to a stable agent, you will need:

• Access to WhatsApp Business API (via Meta’s official provider).
• Verification of account and usage policies complied with.
• Approved numbers and templates for notifications.
• Connection with your knowledge base (FAQs, documents) and, if applicable, your CRM.

At Glofera we take care of the registration with official connectors (Meta and OpenAI), templates and initial configuration. Here we usually advise on the brand tone (formal or close) and the level of freedom of the agent: what can be answered alone, what must be routed to human and what blocks require validation.

Steps to create a WhatsApp AI agent

1. Use cases and KPIs from day one

Before touching tools, we decide what business you want to move: more leads, better support, more appointments. We define clear KPIs: FRT (first response time), AHT (average handling time), referral-to-human rate, CSAT (satisfaction) and conversion.

At Glofera, we set realistic goals per stage: for example, FRT < 15s and diversion to human < 25% in the first month.

2. OpenAI, templates and flows with memory.

The heart of the agent is usually an OpenAI type model to understand the intent and write natural responses. On it we build flows and templates that guide the bot through simple steps: greeting, detecting intent, asking for data (name, email, reason), offering options and confirming the next step.

Memory allows you to remember useful information (e.g. “customer interested in premium package”) and not to repeat questions. At Glofera we refine this memory to be useful without “lengthening” conversations: save only what helps to close the deal.

3. Webhooks, transfer to human and analytics

With webhooks we connect the agent to calendars, documents or forms for reservations, stock inquiries or ticket opening. We set routing rules to human (keywords, frustration, high amount) and leave a “talk to agent” button always visible.

Analytics are essential: conversations by channel, reasons, bottlenecks, best converting staff, agents with more load, etc. From Glofera we deliver actionable reports with monthly improvement proposals.

Omnichannel: Instagram, Messenger, Telegram and voice

Although the focus is on WhatsApp, customers also ask about Instagram, Messenger or Telegram. Our platform unifies all conversations in a single tray and coexists with voice (virtual switchboard). This avoids islands of information and allows us to maintain the same script, tone and KPIs in each channel.

In Glofera projects we usually start with WhatsApp and, when the results are consolidated, we add the second most used channel of the business. This way we achieve an incremental impact without duplicating work.

Integrations: calendar, CRM and documents

To make the agent useful on a day-to-day basis, we integrate calendar (bookings and reminders), Sheets/Docs (living knowledge bases), ChatGPT/OpenAI (writing and understanding) and, progressively, CRM (Zoho, HubSpot, Pipedrive, Bitrix24) and marketing (ActiveCampaign, Mailchimp).

At Glofera we take care that the team can operate without depending on us for every change: small guides, training by areas and “master templates” that the team can adjust.

Security and continuity in SMEs

An agent serving your customers handles personal data. That’s why we check:

• Consent and legal messages in templates.

• Profiles and permissions on the platform.

• Encryption in transit and at rest.

Cybersecurity and continuity policies (backup, key rotation, auditing).

At Glofera we combine good practices with simple controls: just enough to comply and sleep easy.

Costs, ROI and operation as a managed service

The total cost of an AI Agent project in WhatsApp includes:

• Platform licenses: what is paid for using the tool where the agent lives.
• Model consumption: the cost per message or conversation processed by the AI (the more usage, the more consumption).
• WhatsApp templates: pre-approved messages by Meta that are priced per delivery.
• Configuration and improvement: time spent setting it up and fine-tuning it to make it more and more responsive.

ROI is what the company earns (in revenue or time/cost savings) compared to what it has invested. It starts to be seen when the agent:

• Reduces AHT (Average Handle Time): the average handling time per query decreases because the agent solves the problem faster.
• Increase appointments or sales (conversion): more opportunities attended on time, more closings.
• Maintains high CSAT (Customer Satisfaction): customer satisfaction is maintained or improved without equipment expansion.

At Glofera we take care of everything so you don’t have to worry: we configure, operate and take care of your agents on a daily basis. We include direct and unlimited support (phone, video call and email), clear reports with actions for improvement and continuous optimization proposals based on metrics.

Final checklist and success metrics

• Clear business objective (leads, support, appointments).
• WhatsApp Business API active via Meta partner.
• Approved templates and brand tone.
• Basic flows with memory and essential webhooks.
• Routing rule to human + visible button.
• Analytics with KPIs: FRT, AHT, diversion, CSAT, conversion.
• Monthly review and continuous improvement.

Do you want to see how to create an AI Agent for WhatsApp applied to your business? Ask for a personalized demo: in our agenda you can choose the day and time that best suits you, book HERE. You can also contact us at +34 900 600 300 or write to us at hola@glofera.com