---
id: messaging
title: Messaging
slug: /messaging
description: Set up the emails, WhatsApp messages and texts your agents send automatically after a call.
keywords:
  - post-call messaging
  - email templates
  - whatsapp
  - sms
---

**Messaging** controls what your agents send **after a call** — a confirmation
email, a WhatsApp message, a text with a link. Open it from **Setup → Messaging**.

## Choose an agent

Messaging is configured **per agent**. Search for an agent on the left and select
it (*Select Agent to configure*). If your workspace has no agents yet, the list
says *No agents in this workspace*; create one first in [Agents](./agents.md).

## Channels

| Tab | What it sends |
| --- | --- |
| **Email** | An email to the caller, using a template you write. |
| **WhatsApp** | A WhatsApp message based on a template approved in your WhatsApp Business account. |
| **Texts** | A text message from the agent's number. |

The page header reads *Post-Call Messaging — the emails, WhatsApp messages and
texts your agents send after calls.*

## Create a template

1. Select the agent and the channel tab.
2. Choose **Create New Template**. If none exist, the page says *No email
   template found*.
3. Give it a **Template Name**, such as *Appointment Confirmation*.
4. For email, enter a **subject**. For WhatsApp, enter the **WhatsApp template
   name** exactly as approved.
5. Write the message content and save.

You can edit or delete a template at any time. Changes apply to messages sent
after you save.

## Connect WhatsApp

WhatsApp needs your own WhatsApp Business account. In the WhatsApp settings
enter:

- **Phone Number ID**
- **WABA ID** (your WhatsApp Business Account ID)
- **Permanent Access Token**
- **Webhook Verify Token**

Get these from your Meta WhatsApp Business dashboard.

## Texts

Texts need the agent to have a phone number with texting enabled, and for US
numbers a registered business. See [Texting registration](./texting-registration.md)
and [Phone numbers](./phone-numbers.md).

:::note
Only message people who spoke to your agent and expect to hear from you. See
[Compliance](./compliance.md).
:::

## Next steps

- [SMS Inbox](./sms-inbox.md) — read and answer replies to your texts.
- [Follow-ups](./follow-ups.md) — messages triggered by events other than a call.
- [Agents](./agents.md) — turn texting on for an agent.