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Before you start

A connected WhatsApp Business number. See Connect your account.
WhatsApp write permissions.
Default roles don’t include WhatsApp access. Only Admin and Super Admin have it. If someone on your team can’t see the WhatsApp section in the menu, they need a custom role.

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Steps

Open the editor

Chat → WhatsApp → Agents, then press Create agent. You land straight in the editor.

Name and description

In the top bar. Only your team sees the description.

AI model and language

First settings group, AI Model & Responses. It’s the only one that starts open.
  • LLM Model — determines cost per message and answer quality.
  • Response language — EN, ES or Multi. Forces the reply language regardless of what the customer writes in.
  • Temperature — lower is more predictable. Some models fix it and the control appears locked.
📷 Screenshot needed — the AI Model & Responses group expanded.Save to /images/en/whatsapp-agents/create-01-model.png

Channel: number, type and routing

WhatsApp Channel group:
  • WhatsApp phone number — required.
  • Agent Type — Omnichannel, Inbound or Outbound.
  • Routing — required for inbound and omnichannel. Either tick Default, or set a weekly schedule.
There can only be one default agent per number. If one already exists, Dialtu asks you to give it a time range before taking its place.

Channel, audience and behaviour

Full detail on routing and audience filters.

Write the prompt

The centre column. It’s the only required content field.

The prompt, FAQs and variables

How to structure and personalise it.

Check the Summary and save

The Summary tab lists what’s missing under Required to create: name, prompt, number and routing.Press Create Agent. It goes live immediately.

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Check that it works

Message the number from your phone over WhatsApp. You should see a reply within seconds and the conversation under CRM → Conversations. If it doesn’t reply, check the agent is Active, that routing covers the current time, and that the customer isn’t excluded by audience filters.

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Next step

The prompt, FAQs and variables

It replies. Now define exactly what it says.