AI agents
AI agents on WhatsApp: what actually resolves tickets in 2026
Retrieval over guessing, tool calls over canned replies, and a handoff threshold you tune weekly. What separates an agent that resolves from a bot that annoys.
What the guide covers
Ground it or lose it
Answers must come from retrieved records — catalog, orders, policy — not model memory. Cite the source record internally so failures are traceable.
Tool calls are the product
Checking an order or rescheduling a delivery resolves; explaining how to do it yourself does not.
Handoff thresholds
Start conservative, review every handoff weekly, and move the threshold on data rather than vibes.
Guardrails
Discount ceilings, topic allow-lists and a hard block on commitments. One invented refund policy costs more than the automation saved.
The metric that matters
Full-resolution rate without human touch, not containment. Containment counts abandonment as success.
Cost after October 2026
Service replies are chargeable at the utility rate, so a chatty agent is now a line item. Measure cost per resolution, not messages sent.
Why we publish rates and policy dates
Pricing pages age badly, and stale numbers cost readers money.
- Every rate carries the date it was verified against Meta
- Policy changes are re-checked quarterly and corrected in public
- Each answer stands alone so assistants can quote it accurately
- No gated PDF — the whole thing is on the page
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