O que é um agente de IA no WhatsApp?
Em termos técnicos, An AI agent connected to the WhatsApp Business Platform that receives messages, uses business context and tools, responds within policy, and hands off to humans.
Por que isso é importante?
Isso é importante porque WhatsApp is a primary customer channel in many markets. Agents can reduce response time, but must preserve identity, consent, context, routing, and human control.
Como funciona
O sistema funciona assim: Webhooks deliver events. The agent resolves identity, retrieves CRM context, applies policy, uses tools, sends through the Cloud API, and logs the interaction.
Exemplo técnico
Exemplo: A support agent identifies an order, queries delivery status, explains the result, updates the case, and transfers the thread on request.
Notas de implementação
Notas técnicas: Implement signature verification, idempotent webhooks, conversation-window rules, approved templates, opt-outs, media handling, rate limits, Coexistence, and human handoff.
