Product feature
WhatsApp messages from an AI voice agent, during and after the call
An Outpero AI employee can send an approved WhatsApp template to the person it is calling, either when the conversation calls for it or automatically once the call ends. The message goes through your own Meta Cloud API, Interakt or AiSensy account, from your own WhatsApp number, and it is a template with text variables only. It is not a chatbot, and it does not send scheduled messages between calls.
* Time from the lead reaching Outpero to the first ring, under normal conditions. It depends on how quickly your lead source delivers the lead.
At a glance
WhatsApp messages during and after calls: the short version
| Details | |
|---|---|
| Where it is set up | Employee, Actions tab, using the Interakt, AiSensy or Meta Cloud API tile |
| Type of message | Approved WhatsApp templates only, filled with text variables; no free-form text |
| When it sends | During the call, decided by the AI, or automatically after the call ends |
| Who receives it | The number the AI dialled, sent from your own WhatsApp Business number |
| Variables | Up to 10 body variables mapped to the employee's pre-call variables, each with a fallback value |
| Who bills the message | Your WhatsApp provider charges for templates; Outpero bills only connected talk time |
On a call
How WhatsApp messages during and after calls works, step by step
- 01Before dialling, Outpero loads the lead's pre-call variables, such as name, course or project, which are what the template variables will be filled from.
- 02With During the call ticked, the WhatsApp send is available to the AI as a tool, and it uses it when the conversation matches the description written under When during the call, for example the caller asking for fees or a location.
- 03The send goes to the number that was dialled through the connected provider, with each template variable filled from the lead's data; an empty value is replaced by the fallback so the provider does not reject it.
- 04With After the call ends ticked, Outpero sends the template automatically once the call is over, optionally only when the outcome is one you chose, with a single attempt and a 10 second timeout.
- 05Each send is listed in the call's Tools & actions used panel in the call detail, so the team can see whether it fired.
Hear how a call goes
A sample call that uses WhatsApp messages during and after calls
A coaching institute's enquiry call. The parent asked about a NEET batch and wants the fee details in writing. The WhatsApp action is set to During the call. · Runs in Hindi with English words, shown here in English; shown here in English.
- Outpero AINamaste, I am Kavya, an AI assistant calling from Vidya Mandir Classes. You filled in an enquiry about the NEET batch for your son. Do you have two minutes?
- CallerYes. Please tell me the fees and when the batch starts.
- Outpero AIThe weekday batch starts on the first of next month, and it runs from five to eight in the evening. The fee depends on the course option you choose, so it is easier if I send the full fee sheet.
- CallerYes, send it. Is it on this same number?
- Outpero AIYes, I will send it to this number on WhatsApp right now, from the institute's own number. The message has the batch timings, the fee options and our centre address.
- CallerOkay, I will check it. If I am interested, whom do I talk to?
- Outpero AIThe counsellor will call you after you have read it. Can I tell her to call tomorrow around six?
- CallerTomorrow at six is fine.
- Outpero AINoted. You should see the message on WhatsApp in a moment. Thank you for your time.
- CallerThank you.
Template fee_and_batch_details sent to the dialled number during the call, with the student name and course filled from the lead's data. Outcome callback, preferred time tomorrow around 6 pm. The send is listed under Tools & actions used.
An example written to show the shape of the call, not a recording or a customer result.
In the product
Set up WhatsApp messages during and after calls
- 01In your own provider account, whether Meta, Interakt or AiSensy, connect a WhatsApp Business number and create the template, then wait for its approval, which providers describe as minutes to hours.
- 02Open the AI employee, go to the Actions tab and switch on Enable API actions, which Custom API and WhatsApp share, then click the Interakt, AiSensy or Meta Cloud API tile.
- 03On the Setup tab of the window that opens, paste the provider's API token, which Outpero stores encrypted as a saved credential, and choose the approved template.
- 04Map each body variable of the template to one of the employee's pre-call variables, up to 10, and edit the fallback values; Meta and Interakt also allow one header variable, AiSensy does not.
- 05Under When should this send, tick During the call and write what should trigger it in the When during the call box, tick After the call ends, or tick both; for after-call you can add Only when the outcome is.
- 06Open the Send a test tab, send the template to your own phone, and heed the warning shown on save if the script gives the agent no reason to send.
In detail
WhatsApp messages during and after calls explained
Template-only, through your own account
Outpero does not run a WhatsApp number of its own for this. The send goes through the account you already hold with Meta Cloud API, Interakt or AiSensy, so the message comes from your business number and the provider's template charges stay on your bill. A provider not in that list can be wired by hand as a Custom API action, using the Other WhatsApp tile.
| Supported | Not built |
|---|---|
| Approved templates with text variables | Free-form text |
| Up to 10 body variables, one header variable on Meta and Interakt | Images, documents, location pins, buttons |
| Sent to the lead's dialled number | Sending to any other number |
| Fallback values for empty variables | Reading or answering replies |
During the call or after the call
| During the call | After the call ends | |
|---|---|---|
| Who decides | The AI, from your description | Outpero, automatically |
| Needs | A line under When during the call | Optionally, an outcome filter |
| Timing | While the conversation is live | Once the call is over |
| Retries | None | None; one attempt, 10 second timeout |
WhatsApp between calls
Buyers often ask whether the AI will keep nudging a lead on WhatsApp between calls. It will not. There is no scheduled follow-up messaging, and nothing is sent unless a call triggers it.
The only thing that happens between calls is a callback call. With Smart follow-ups switched on, a person who asks to be called at a specific time gets a follow-up call booked for that time. That is a phone call from the agent, not a WhatsApp message.
A mid-call send happens only if the description tells the AI when to use it. Something specific such as when the caller asks for the fee details works; a vague line leaves the agent without a reason, and the app warns about this when the action is saved.
What the customer needs to bring
- —A WhatsApp Business number and an account with Meta, Interakt or AiSensy.
- —A template that is already approved, with the variables you intend to fill.
- —The provider's API token, which Outpero keeps as an encrypted saved credential.
- —For AiSensy, the API campaign set live in the AiSensy dashboard.
Put it to work
What teams use WhatsApp messages during and after calls for
| Use | How it helps |
|---|---|
| Fee sheets and brochures as text | When a caller asks for details in writing, the agent triggers a template carrying the batch, price or plan information as text. |
| Address and visit details | After a site visit or branch visit is agreed, a template can carry the address, timing and contact name held in the lead's variables. |
| Automatic note after a completed conversation | Set the after-call send to fire only when the outcome is interested, so uninterested contacts do not receive a message. |
| Order and delivery information | A template can carry an order reference or a link held in a pre-call variable once a confirmation call is done. |
| Reducing repeat calls | A caller who would otherwise ring back for the same details gets them on WhatsApp at the end of the first call. |
Straight answers
What WhatsApp messages during and after calls does not do
- !Only approved WhatsApp templates are sent; free-form business messages are not an option, and a template must be approved by the provider before it can be used.
- !Variables are text only: images, documents, location pins and buttons are not built, and a template with a media header is not handled.
- !The feature is one-way. Replies are not read by the AI, there is no WhatsApp chatbot, and nothing is sent on a schedule between calls.
- !The message always goes to the number the AI dialled, with values taken from that lead's pre-call variables; it cannot send to a different number.
- !The AI sends mid-call only when the script and the description give it a reason, and the after-call send is a single attempt with a 10 second timeout and no retries.
WhatsApp messages during and after calls: questions people ask
Can an AI voice agent send a WhatsApp message during a call?
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Yes. With During the call ticked on the employee's Actions tab, the AI can send an approved template mid-conversation when the description you wrote applies, such as the caller asking for fee details. It goes to the number it dialled, from your own WhatsApp Business number, through Meta Cloud API, Interakt or AiSensy.
Which WhatsApp providers does Outpero work with?
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Meta Cloud API, Interakt and AiSensy have their own tiles under Actions. Any other provider can be set up by hand as a Custom API using the Other WhatsApp tile. In every case you use your own account and number, so the template approval and the per-message fees sit with that provider.
Can the AI send images, PDFs or a location pin on WhatsApp?
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No. Messages are approved templates with text variables, so a brochure has to be described in text or shared as a link held in a variable. Images, documents, location pins and buttons are not built, and a template with a media header is not handled by the action.
Can the AI follow up on WhatsApp between calls, or act as a chatbot?
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No. A WhatsApp message is sent only because a call triggered it, either during the call or after it ends. There are no scheduled follow-up messages and no inbound reply handling. What does happen between calls is an auto-rescheduled callback call, available when Smart follow-ups is switched on.
Does Outpero charge for the WhatsApp messages?
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Template fees are billed by your own WhatsApp provider, not by Outpero. Outpero bills connected talk time from prepaid credits, with Standard at ₹5 per minute and Premium at ₹6.8 per minute, before 18% GST, and no setup fee. Check your provider's current template pricing before you plan volumes.
What if a template variable has no value for a lead?
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Providers reject empty values, so each variable has a fallback. By default it is the word there for a name field and a dash for everything else, and the owner can edit it. Map variables to pre-call variables that your lead source or CSV actually fills, and use the Send a test tab to check the result.
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