Inbound replies on WhatsApp
Let your AI agent reply automatically to messages customers send to your WhatsApp number.
When a customer messages your WhatsApp number, your AI agent can reply automatically. This takes a one-time setup on your Meta account so Meta forwards incoming messages to OmniDimension.
This is the last of the three Cloud stages, after getting your credentials and importing your number.
Before you start
- Your WhatsApp number is imported in OmniDimension.
- An agent is attached to the number. The agent's prompt and language decide how it replies.
Activate inbound replies
Until you do this once, a freshly imported number shows Replies: Inactive · Set up on its card. Your agent can still send messages and run campaigns, it just will not reply to incoming ones yet.
Right after you import a number, OmniDimension shows an "Activate replies" step. You can also start it anytime from the number card by clicking Inactive · Set up. Either way, you get this dialog. Pick one of the two methods.
Method 1: Connect automatically (recommended)
Paste your Meta app secret and we set everything up for you. Find it in the Meta App Dashboard under App settings → Basic (the same screen as your App ID; click Show next to App secret).
Method 2: Set it up yourself
Prefer not to share your app secret? In the Meta App Dashboard, open WhatsApp, then Configuration (see Meta's webhooks guide for reference):
- Next to Webhook, click Edit. Paste the Callback URL and Verify token shown in OmniDimension, then click Verify and save.
- Next to Webhook fields, click Manage. In the popup that appears, subscribe to the messages field, then click Done.
Meta verifies the callback the moment you click Verify and save. Once it is verified and messages is subscribed, replies start working.
Subscribing to the messages field is required. Setting the callback URL on its own will not deliver any messages, this is the step people miss most often.
Good to know
- Replies use the agent attached to the number. Change how it answers by editing that agent's prompt and language.
- The reply is sent from your own WhatsApp number through your Meta account.
- Image and other media messages are handled separately, and support for them is expanding.