Could we send gift cards to 40 of our clients? We’d need one invoice.
10:23
Answer customer questions on WhatsApp from your own business knowledge.
Set up Meta’s business AI on your WhatsApp number in Bird, grounded in your website, PDFs, FAQs, and custom instructions. Rehearse replies with an internal phone number allowlist before opening access to customers, send order updates from your backend, and hand conversations to teammates in the Conversations inbox with full thread history.
Explore WhatsApp on Bird→I like your House Blend, but fancy trying something less intense.9:41
Happy to help! Morning Blend is a gentler option with chocolate and nut notes. How do you usually brew your coffee?9:41
French press, with a splash of milk.9:42
Then choose Morning Blend in the coarse grind. Its chocolate and nut notes work nicely with a splash of milk.9:42
Knowledge & instructions
Ground replies in your website, PDFs, FAQs, and custom instructions.
Point the agent at your website pages, upload PDF catalogues or policy documents, and write direct question-and-answer pairs for the questions your support team fields most often. The Bird dashboard shows as each URL moves from Queued and Reading to Read, so you know your sources are processed before you test.
Save your business description, return policies, and contact details, then add skills that define when an instruction applies and what the agent should do. For example, a product recommendation skill can tell the agent to ask how a customer brews their coffee before recommending a roast and grind from your catalogue.
Prepare your agent’s knowledge→harbor.example/subscriptions
Queued
Reading
Read
Read
Pages
5
harbor.example/delivery
Queued
Reading
Read
Read
Pages
4
harbor.example/coffee
Queued
Reading
Read
Read
Pages
12
API notifications
Send order and account updates into active WhatsApp conversations.
When an order ships, a bank transfer clears, or a delivery date changes, post the event from your backend to the notifications API. The agent uses the details you send to follow up in the customer’s WhatsApp thread with a relevant update and next-step link.
order_delivered
Accepted
Acted on
Acted on
Order 88212 was delivered to reception.
Today
Your order 88212 was delivered to reception. Enjoy your coffee, Maya!
14:08
View my order
order_shipped
Accepted
Acted on
Acted on
Order 88213 left the warehouse and arrives on Thursday.
Today
Good news, Maya! Your order 88213 is on its way with ACME Courier and arrives on Thursday.
14:08
Track my order
Because the agent decides whether an event warrants a message in the current thread, you can check the notification status in the dashboard or over the API to confirm whether it acted on the update, skipped it, or returned an error.
Rollout & team handoffs
Test safely with a phone number allowlist before going live.
Rehearse questions in the built-in dashboard test chat without messaging real contacts or incurring charges, then restrict the live agent to an internal allowlist of phone numbers. Invite teammates to message your WhatsApp number, inspect the replies in Conversations, and open access to customers once the answers match your policies.
Hand conversations to teammates with full thread history.
Turn on handoffs and write the confirmation message customers receive when the agent transfers a thread. Teammates see the full prior exchange in the Conversations inbox so customers do not have to repeat themselves, can assign the thread to themselves to reply, and can return control to the AI agent once the issue is resolved.
Explore WhatsApp conversations→SL
AI agentUnassignedYouYouSam Lee
+14155551234
AI agent handed over to your team·10:24
I’ve connected you with our team. Someone will reply here shortly.
10:24
Assigned to you·10:24
MC
AI agentUnassignedYouYouMaya Chen
+31612345678
Could we order Morning Blend for our office? We’re about 20 people.
10:23
AI agent handed over to your team·10:24
I’ve connected you with our team. Someone will reply here shortly.
10:24
Assigned to you·10:24
Available for eligible WhatsApp Business numbers.
Each connected WhatsApp number has its own agent configuration in Bird. Meta determines number eligibility by country, account standing, and business category (restricted categories such as finance are not supported). Once the WhatsApp Business account owner accepts Meta’s Business Agent terms in WhatsApp Manager, you can test with an allowlist right away and add a payment method when you are ready to open the agent to customers.
Read the setup guide and requirements→Meta business agent, explained.
Which WhatsApp numbers can use Meta business agent?
You need a WhatsApp number connected to Bird that meets Meta’s eligibility rules for country, account standing, and business category (categories such as finance are excluded). Before turning the agent on, the WhatsApp Business account owner must accept Meta’s Business Agent terms in WhatsApp Manager.
What knowledge and instructions can I give the agent?
You can add public website URLs, write direct question-and-answer pairs, and upload supporting files such as PDF product catalogues, alongside your business description, policies, and contact details. You can also define skills with instructions for when to trigger and how to respond. Wait for added websites to show Read status before relying on them in tests.
Can I send the agent order or account updates from my backend?
Yes. Post an event to the notifications API with your business number, the customer’s phone number, the event name and description, and structured payload details. The agent decides whether and how to message the customer in their thread, and you can read the notification status back to see if it acted, skipped the update, or hit an error.
How can I test the agent before opening it to customers?
Use the Test tab in the Bird dashboard to rehearse multi-turn conversations free of charge while the agent is still off. When you are ready to test on WhatsApp, restrict the audience to a phone number allowlist so teammates can message the number and review handoffs in Conversations. Meta requires a payment method on the WhatsApp account before you open the agent to general customer traffic.
How does a teammate take over a conversation from the agent?
Turn on handoffs in the agent’s settings and customize the message customers receive during a transfer. In the Conversations inbox, a teammate can review the prior thread and select You under Assignee to take over and reply. When the support request is resolved, selecting AI agent under Assignee hands the conversation back.
Keep building with WhatsApp.
Connect your number, bring your team into the conversation, and choose the right format for the next message.
CoexistenceKeep the WhatsApp Business mobile app active on the same number you connect to Bird.ConversationsStep into AI agent threads with full history, assign teammates, and reply inside the 24-hour window.GroupsCreate multi-participant WhatsApp groups, share invite links, and coordinate threads over the API.Numbers & profilesOnboard existing or new WhatsApp numbers and update your verified business profile from the dashboard.TemplatesRe-engage customers outside the 24-hour service window with approved utility and marketing templates.WhatsApp on BirdCombine automated agents, interactive messages, templates, and a shared inbox on one WhatsApp platform.