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An on-call tool is one the assistant calls itself during a live conversation, at the point your prompt says. With WhatsApp Business connected, a voice assistant can send a brochure link while the customer is still on the call. A WhatsApp assistant can send an approved template in the middle of a chat. Two WhatsApp tools are available on-call:
You need a connected WhatsApp Business account with at least one Ready number, and for the template tool at least one Ready template. See Connect WhatsApp Business.

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Add the tool

1

Open On-call tools

In the agent editor, select Tools in the left menu, then the On-call tab.
2

Pick WhatsApp Business

In the side panel select Integration, then WhatsApp Business with your account name beneath it. The picker lists the account’s Available Tools.
3

Choose the sender and recipient

Expand Send WhatsApp Template (or Send WhatsApp Text):
  • Send from: a registered number on the account.
  • Send to: leave blank to message the customer in the conversation. To send elsewhere, set Type to Variable and pick a custom variable, or to Static and enter a number such as +919876543210.
4

Choose the content

  • Template tool: pick a template. Its language and number of variables are shown beneath it. Then fill Body variables: one row per variable, set to Variable (a custom variable, filled when the conversation runs) or Static (a fixed value).
  • Text tool: write the Message text.
5

Test and import

Add test value under a variable gives it a sample for testing. Run test sends a real message with those values. When it looks right, select Import.

On-call → Integration → WhatsApp Business: choosing the sender, the template, and its body variables, then the Send WhatsApp Text tool.

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Tell the assistant when to use it

The assistant only calls an on-call tool when its prompt says to. In the prompt editor, type @ and choose the tool. It is inserted as @||tool_name||. Next to it, say in plain words when to send it and what to say afterwards:

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Filling template variables

Variables are filled from the conversation’s custom variables, so declare them under Custom Variables in the agent. They can be passed when the call or chat starts, or set by a pre-call tool. For a template with named variables ({{customer_name}}), the rows are labelled with those names instead of numbers.

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Check what was sent

Every send appears in the conversation’s transcript under Logs as a tool call, showing the sender, recipient and template actually used and Meta’s result.