Reading time: 30-45 min

Introduction

What is Meta Business Agent?

Meta Business Agent is an AI assistant that automatically attends to your customers' conversations on WhatsApp. It works 24/7, answers frequently asked questions, and can transfer complex conversations to your human team when necessary.

Main Benefits:

• ⏱️ Instant responses to customers
• 🌍 Automatic multilingual support
• 📚 Customizable with your information and brand voice
• 🔗 Integrable with your systems (CRM, calendars, inventory, etc.)
• 💰 Reduces team workload
• 📊 Improves customer experience

Prerequisites

Before you start, make sure you have:

Eligible WhatsApp Business Number

• Must be in an allowed vertical (not Finance, Government, Health, Alcohol, Gambling)
• Must be verified on WhatsApp
• Must be in good standing (no restrictions or blocks)
• Must be in an authorized country for Meta Business Agent

Required Access

• Administrator in WOZTELL
• Access to business.facebook.com
• Administrator permissions in Meta Business Platform

Critical Step: Set Up Payment Method

Why Is It Required?

Meta Business Agent is a paid service. Messages are charged based on volume. Without an active payment method, Meta blocks all conversations.

Steps to Set Up Payment

1. Access Meta Business Platform

business.facebook.com

Sign in with your Meta account.

2. Go to Billing & Payments

In the left menu, click on "Billing & Payments".

3. Select Meta Business Agent Accounts

Find and click the "Meta Business Agent accounts" tab (next to Ad accounts, WhatsApp Business accounts).

4. Add Payment Method

Click "Add business payment method".

Select the payment type:

• Credit card (Visa, Mastercard, American Express)
• Bank transfer (for annual subscriptions)
• Stripe

Enter the data:

☐ Cardholder name
☐ Card number
☐ Expiration date (MM/YY)
☐ CVV
☐ Billing address

Click "Add".

5. Verify It's Active

You should see:

✅ Visa •••• 5506
   Expires 8/30
   Status: Active

Meta AI Agent Panel - Overview

When you open the "Meta AI Agent" tab in WOZTELL, you'll see several main sections:

Alert Box (Top)

If you see: ⚠️ "Before you turn the agent on, add a payment method in Meta Business Platform..."

Click "Open Meta" to go directly to payment setup.

Main Sections

• Agent Status: Turn agent on/off
• Who the Agent Replies To: Configure audience
• What Your Agent Knows: Add knowledge base (Business Info, FAQs, Files, Websites)
• How Your Agent Behaves: Configure handover and follow-up
• Test Your Agent: Test before activating
• Advanced: Skills, UI Skills, Connectors

Agent Status - Turn On/Off

How to Activate

In the "Agent status" section, find the toggle:

OFF ——— ●  →  ● ——— ON
(gray)          (Blue)

Switch it from OFF to ON.

Important: Before Activating

• ✅ Payment method configured in Meta
• ✅ Minimum Business Information (description, contact)
• ✅ At least one test with "Test your agent"

What Happens When You Activate

• The agent starts responding on real WhatsApp
• Customers will see AI responses
• Messages/conversations start being consumed (billable)

Monitoring Performance

After activation:

1. Send a test message from real WhatsApp to your number
2. Agent should respond within 5-10 seconds
3. Continue the conversation (multi-turn) to validate context
4. Verify the agent understands and responds correctly

Configure Audience (Who the Agent Replies To)

Option 1: Everyone

The agent responds to ANY customer who writes.

Use cases:

• Small businesses (< 100 customers)
• Online stores
• Open public support

Option 2: Only Numbers on My List (Whitelist)

The agent only responds to specific numbers.

Use cases:

• B2B companies (contracted customers only)
• Internal teams (communications)
• Beta phase (testing with selected users)

Add Knowledge Base

Business Information

Main fields you should complete:

FAQs (Frequently Asked Questions)

Add question-answer pairs that the agent can use:

Example 1:

Q: What are your opening hours?
A: Monday to Friday 9 AM - 6 PM. Saturday 10 AM - 2 PM.

Example 2:

Q: How much does it cost?
A: We have plans starting from $29 per month.

Add a minimum of 3-5 FAQs, ideally 10-20.

Files (Documents)

Upload documents that the agent can read:

• PDF
• DOC / DOCX
• Maximum 25 MB per file

What documents to upload:

• Product catalog
• Installation guide
• Price list
• Terms and conditions

Websites

Meta automatically crawls your websites:

https://woztell.com

Meta will read the content and keep it updated.

Test the Agent Before Activating

In the "Test Your Agent" section, write test questions:

Test 1: Basic Information

Test: "What are your opening hours?"
Expected: Responds with hours you added

Test 2: FAQ

Test: "How much does it cost?"
Expected: Responds with pricing you added

Test 3: Multi-turn Conversation

Test 1: "How do I buy?"
Response: [Purchase instructions]

Test 2: "Do you offer discounts?"
Expected: Maintains context, provides additional info

Advanced Configuration

Handover to a Human (Transfer to Humans)

When the agent transfers, the customer sees ONE message:

• The Meta Message: Automatically translated message
• My Own Message: Your personalized message in one language

Follow-up (Follow-up Messages)

The agent sends a message if the customer stays silent:

• Enable: Toggle to ON
• Wait time: 15 min, 30 min, 1 hour, 3 hours, 6 hours, 1 day
• Message: Your custom text (max 300 characters)

Skills (Custom Behaviors)

Instructions for the agent to handle specific situations:

Structure of a Skill:

Name: "Promote Premium Plan"
When to use it: "When customer asks about pricing"
What the agent should do: "Explain features: 24/7 support, $99/month, 30-day free trial"

UI Skills (Visual Components)

Buttons, images, lists, carousels that the agent can send:

• CTA URL Button (buttons with links)
• Image (images)
• Interactive List (interactive lists)
• Location (map location)
• Carousel (card carousel)
• WhatsApp Flow (forms)

Connectors (Integrations)

Allows the agent to call your external APIs:

• Check inventory
• View order status
• Get customer data (CRM)
• Create support tickets

Troubleshooting

Need Help?

• Technical issue: soporte@woztell.com
• Advanced configuration: Skills, UI Skills, Connectors
• Specialized documents available