Can an AI answer my customers on my business's WhatsApp?
In short: yes, on the official API, when the AI answers about your business, replies within the 24-hour window and the customer can reach a person. Below: what the rules ask, how to do it today with ZapClaw, and what ZapClaw Agents will add.
What the rules ask
- The official API. The AI must run on the official WhatsApp Business Platform (Meta Cloud API). Unofficial connections that imitate WhatsApp Web are against WhatsApp's terms and put the number at risk.
- An agent for your business, not a general assistant. Since 15 January 2026, Meta's terms do not allow a general-purpose AI assistant as the main thing a number does. An AI that answers your own customers about your products, services and orders is allowed.
- The 24-hour window. A reply in your own words is only accepted within 24 hours of the customer's last message. Outside that window, WhatsApp only accepts an approved message template.
- A way to reach a person. The customer must be able to ask for someone on your team, and the conversation must get there.
How to do it today
Connect your number to ZapClaw through Coexistence, so it keeps working in the WhatsApp Business app on your phone. Every incoming message is delivered to your webhook, your bot or AI decides the answer, and it replies through the send API.
ZapClaw is the gateway: it never sends a message on its own, so what the AI says and when it hands over to a person is decided by your system. If you want the AI to only read and prepare drafts while people reply, see Webhook to your own AI, no automated replies.
The costs to consider
- The AI provider. With your own bot, the AI runs on your own key and the provider bills you directly.
- Meta's messages. WhatsApp messages and templates are billed by Meta, directly to you.
- Your ZapClaw plan. Messages sent and received count toward the plan's monthly allowance.
- With ZapClaw Agents (coming soon). You start on a planned AI credit that comes with the first payment, with no key to create. After it, you use ZapClaw's AI, paid separately, or your own key, paid directly to the provider.
No code: ZapClaw Agents (coming soon)
ZapClaw Agents is an AI agent that answers your customers with your business information and hands the conversation to someone on your team when needed, with nothing to build. Start without an AI key; then use ZapClaw's AI, paid separately, or your own key.
The gateway still never sends anything on its own. ZapClaw Agents will reply only on the numbers where you turn the service on, and you can pause or turn it off whenever you want.
Join the waitlist Meet ZapClaw Agents