ElevenLabs Reports New Integration to Connect WhatsApp Business to AI Agents
- ElevenLabs has released new integration capabilities allowing developers to connect WhatsApp Business accounts directly to ElevenLabs agents, elevenlabs.io reported.
- To set up the system, administrators go to the WhatsApp page on ElevenLabs and click the account import button.
- ElevenLabs states that failing to assign an agent to an imported account results in incoming messages being ignored and incoming calls being rejected, though outgoing calls remain operational.
ElevenLabs has released new integration capabilities allowing developers to connect WhatsApp Business accounts directly to ElevenLabs agents, elevenlabs.io reported. The integration enables automated handling of text messages, voice notes, media, and interactive messages, alongside incoming and outgoing phone calls.
Connecting WhatsApp Business Accounts and Assigning Agents
To set up the system, administrators go to the WhatsApp page on ElevenLabs and click the account import button. An authentication flow opens, requiring users to select their account and grant management permissions to ElevenLabs. Once the import completes, administrators reach a settings page where they must assign an agent to the newly linked account.
ElevenLabs states that failing to assign an agent to an imported account results in incoming messages being ignored and incoming calls being rejected, though outgoing calls remain operational. Administrators must also configure the WhatsApp Manager by opening the phone number page, selecting the target number, and adjusting settings within the profile and call configuration tabs.
Configuring Message Responses and Audio Settings
Imported numbers feature specific controls that govern agent behavior. The message activation setting determines whether agents respond to incoming text and media; turning this off allows external applications to handle messages while ElevenLabs manages calls exclusively.
The audio message response setting is enabled by default, causing agents to reply to voice notes using synthesized audio generated in the agent’s assigned voice and language. Disabling this setting forces the agent to reply with text. Typing indicators can be activated to show when an agent is processing a response, while incoming voice memos are automatically transcribed into text before reaching the agent.
Timeouts and System Tools Conclude Message Conversations
WhatsApp message conversations conclude when an agent triggers a conversation-ending system tool, when a preset maximum conversation time expires, or when a default inactivity timeout lapses. The default inactivity timeout is set to 15 minutes, measured from the agent’s most recent response.
When a timeout expires, ElevenAgents transmits a designated maximum conversation time message before terminating the chat. If that message field is left empty, the conversation ends immediately without a closing statement. Agents process incoming messages individually rather than grouping rapid sequential inputs into a single reply.
Handling Outbound Communications and Media Types
Users can initiate conversations from a dashboard or via API by sending Meta-approved message templates. Outbound phone calls require explicit user consent requested through templates, with payment methods needing manual setup via the overview page to fund outbound calling.
Beyond standard text and audio, agents process images, documents, stickers, locations, and contacts. Incoming phone calls receive immediate agent responses, and text messages sent during active phone calls appear directly within the ongoing conversation history.
What Happens When Audio Generation Fails?
What happens when audio generation fails during a WhatsApp conversation? ElevenLabs reports that if audio generation fails, the agent automatically falls back to sending a text reply.
How are dynamic variables identified during incoming conversations? The system assigns the WhatsApp user ID to system__caller_id and the WhatsApp phone number ID to system__called_number, retrieving values through conversation initiation webhooks.
Which WhatsApp features are currently unsupported by ElevenAgents? The system does not support WhatsApp Flows, incoming video messages, message batch processing, numbers managed by alternative providers, or WABA accounts generated directly inside developer applications.
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