What can the AI agent do on WhatsApp?
Connecting WhatsApp creates a dedicated agent for the channel, named Faye by default, with its own personality, knowledge files, guardrails and flows. It works from your synced Shopify data and the documents you upload. These are the requests it is equipped to handle:
| Customer message | What the agent can do | What it draws on |
|---|---|---|
| "Where is my order?" | Look up the order and its tracking status | Shopify orders, fulfilment and tracking fields |
| "Do you have this in large?" | Check the product, variants and stock | Shopify catalogue and inventory |
| "Please change my delivery address" | Update the address on an unfulfilled order, after confirming the new address with the customer | Order modification tools |
| "Cancel my order" | Cancel an unfulfilled order after the customer confirms | Order modification tools |
| "I want to send this back" | Check eligibility and start a return request | Your return policy and the order |
| "Can I get a refund?" | Check eligibility and log a refund request | Your refund policy and the order |
| "I want to talk to a person" | Escalate the conversation to your team | Your escalation settings |
The tools available depend on your store and integrations, and you can switch any of them off for this agent in Guardrails. A store that does not want AI touching live orders can block the order modification group and leave lookups on. AI auto-replies and these tools are listed under Pro on the pricing page.
How do you tell the agent to handle a specific situation?
You write a flow in plain language and give it trigger keywords. On
WhatsApp a trigger might be where is my order, refund status. The scenario reads like a brief to a new
colleague, for example:
When a customer asks about returns, ask for their order number, look up the order, and check whether it is within the 30-day return window. If it is eligible, ask for the return reason and confirm the return. If it is not eligible, explain the policy and offer alternatives.
Fyncall converts that text into structured steps you can inspect as a flowchart. Each execution is logged, with a link to the related conversation. A flow belongs to one agent, so a scenario you also want on email or web chat needs its own flow on that agent.
Should you connect through Meta or Twilio?
Both are live options in Fyncall. The choice mostly comes down to who you want to deal with.
| Meta Cloud API | Twilio | |
|---|---|---|
| You need | A Meta developer app, WhatsApp Business Account, phone number ID, permanent access token and app secret | A Twilio account, account SID, auth token and a WhatsApp-enabled sender |
| Phone number | A dedicated number you provide, not registered on WhatsApp or the WhatsApp Business app | A sender set up in Twilio |
| Setup effort | More steps, including webhook setup in Meta's developer portal | Fewer steps, with a sandbox for testing before approval |
| Template management | WhatsApp Manager | Twilio Content Template Builder, submitted to Meta |
| Who supports the connection | Meta | Twilio |
| Fyncall guide | Meta setup | Twilio setup |
Neither route is one click. If you are not comfortable creating a Meta app and a system user token, choose Twilio or book a walkthrough with us before you start.
What does the 24-hour window mean for support?
Meta says a customer service window starts when a WhatsApp user messages or calls you and lasts 24 hours, and that non-template messages can only be sent while it is open. Each new customer message restarts the timer. (Checked 2 Nov 2026.)
The Fyncall inbox shows that clock on every WhatsApp conversation. The composer counts down the time left and switches to an urgent state under two hours. When the window closes, a banner says so and free-form replies stop. From then on you can reach the customer only with a pre-approved template.
In practice this changes how you staff the channel. An escalation that sits overnight can miss the window, so the person who picks it up in the morning may have to open with a template instead of a normal reply. Prepare a few templates before launch, such as "we have an update on your order", rather than submitting them when you first need one, because Meta reviews each one.
| Template category | Use it for | Example |
|---|---|---|
| Utility | Transactional updates | Your order has shipped, with a tracking link |
| Marketing | Promotional content | A cart reminder |
| Authentication | One-time codes and verification | A login code |
What do WhatsApp messages cost?
Separate from any helpdesk subscription, Meta's pricing page says it charges per delivered message, by category and market, and only for messages from businesses to users. It also gives each business phone number a free tier of 1,000 delivered service messages a month, applying from 1 October 2026. Twilio publishes its own fees on its site. (Meta page checked 2 Nov 2026.)
Check both providers' current rate cards before estimating your costs. They set these fees, not Fyncall. Fyncall Pro has a list price of $34 a month; see the pricing page for what each plan includes.
What happens when a person needs to step in?
You choose how far the AI goes. In AI Escalation settings, WhatsApp can have its own reply mode: Auto-Reply, Draft & Review or Off. Escalation triggers include an explicit request for a human, frustration detected through sentiment analysis, repeated failed attempts, and sensitive topics such as legal mentions and complaints.
Once a team member takes over, the WhatsApp tools change too:
- Commerce actions send product cards with View Details and Add to Cart buttons, or a tappable list of variants.
- You can view the customer's cart, create an order and send a confirmation with a checkout link.
- AI Copilot can summarise the thread, look up orders and draft a reply in a chosen tone.
What should you set up first?
- Install Fyncall from the Shopify App Store and let your products, orders and customers sync.
- Connect your number through Meta or Twilio and send a test message both ways.
- Upload your returns, shipping and FAQ documents to the knowledge base and link them to the WhatsApp agent.
- Set WhatsApp to Draft & Review so your team sees every reply before it goes out.
- Use the Test sandbox to try the awkward messages you actually receive, then submit your first templates.
- Move to Auto-Reply once your team stops making meaningful edits to the drafts.
The Shopify AI customer service guide covers this rollout in more detail, including what to test.
When is Fyncall the wrong tool for WhatsApp?
If all you want is a button on your storefront that opens a WhatsApp chat on the owner's phone, a helpdesk is more than you need. The Meta route also requires a number that is not registered on the WhatsApp apps, so a store that wants to keep answering from an existing WhatsApp Business app number should check the prerequisites first.
Common questions
Is WhatsApp available on the Free plan?
The Free plan's unified inbox includes WhatsApp, with a small AI allowance. AI auto-replies across all channels are listed under Pro. The pricing page has the current limits.
Does it work alongside Instagram and email?
Yes. All connected channels arrive in one inbox, each with its own agent and reply rules. See Instagram automation for how that channel differs.
How does this compare with other helpdesks' WhatsApp support?
Plans and message billing differ. Our Gorgias and Zendesk comparisons cite each vendor's own pages.