SeaX Integration with WhatsApp

Overview #

SeaX enables businesses to send bulk WhatsApp messages and manage large-scale customer engagement campaigns efficiently. When integrated with SeaChat, SeaX not only allows for outbound messaging at scale but also automates replies to incoming customer responses using AI. This integration streamlines both outbound campaigns and inbound support, making it ideal for organizations handling high message volumes or seeking to automate customer interactions.

🎥 Video Tutorial #

Key Features #

• Bulk WhatsApp Messaging: Send broadcast messages to large lists of WhatsApp contacts directly from SeaX.
• AI-Powered Auto-Reply: Seamlessly hand over inbound replies to SeaChat, which can automatically respond using advanced language models.
• Human Agent Takeover: Switch between AI and human agents at any time for personalized support.
• Unified Management: Oversee multiple WhatsApp business accounts and campaigns from a single SeaX interface.
• Compliance: Ensure all recipients have opted in to receive WhatsApp messages, in accordance with WhatsApp policies.

Prerequisites #

• A WhatsApp Business account with API access.
• SeaX and SeaChat accounts.
• Administrator privileges on Meta Business Suite for WhatsApp integration.

Step-by-Step Setup #

1. Connect WhatsApp to SeaX #

1. Navigate to Channels under Workspace in SeaX.
2. Select WhatsApp Business Platform and follow the on-screen instructions to connect your WhatsApp Business account using Meta Business Suite credentials.
3. Once connected, your WhatsApp account will appear in the SeaX workspace channels.

2. Configure Bulk Messaging #

1. Go to the Conversations or Bulk Send/Call section in SeaX.
2. Select your WhatsApp-enabled number and compose your bulk message.
3. Import or select your contact list. Ensure all recipients have opted in to receive messages.
4. Send or schedule your broadcast. SeaX will deliver messages to all selected contacts.

3. Integrate SeaChat for Auto-Reply #

1. In SeaChat, navigate to Agent Configuration → Integrations.
2. Enable the WhatsApp integration and link it to your SeaX account.
3. Assign the WhatsApp number used for bulk messaging to the SeaChat AI agent.
4. In SeaX, edit the WhatsApp number settings and enable “AI Agent to answer WhatsApp”.
5. Save your settings.

4. Test the Integration #

• Send a test WhatsApp message to your business number.
• Verify that incoming replies are automatically handled by SeaChat’s AI agent.
• Human agents can take over any conversation at any time by joining the chat or using the “takeover” button.

Managing Multiple WhatsApp Accounts #

SeaX supports the management of multiple WhatsApp business accounts. Add new accounts via Channels → Add Account and manage all numbers and agents centrally. Assign different agents to different accounts as needed, and monitor all activity from the unified interface.

Human Agent Takeover #

If a customer’s query requires human intervention, agents can take over from the AI at any time. This can be triggered manually or by customer request (e.g., using a command like /live_agent). The transition is seamless, and customers cannot distinguish whether they are chatting with an AI or a human unless informed.

Best Practices #

• Obtain Consent: Only send bulk messages to users who have opted in to receive WhatsApp communications from your business.
• Personalize Messages: Use variables and templates to tailor bulk messages for higher engagement.
• Monitor Campaigns: Use SeaX’s reporting tools to track delivery, response rates, and campaign effectiveness.
• Maintain Compliance: Adhere to WhatsApp’s business messaging policies to avoid account restrictions.

Troubleshooting #

• Ensure you are using a permanent access token for WhatsApp API integration.
• Verify that your WhatsApp application is set to Live mode.
• Confirm webhook permissions are correctly configured for message delivery and reception.
• If auto-replies are not functioning, check that the WhatsApp number is correctly linked to both SeaX and SeaChat.

Support #

For further assistance, contact Seasalt AI support at seachat@seasalt.ai.