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Documentation Index

Fetch the complete documentation index at: https://docs.insitechat.ai/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Deploy your InsiteChat chatbot on WhatsApp so customers can message your WhatsApp Business number and get instant AI answers from the same knowledge base that powers your website chatbot. Bring your own keys. Unlike most platforms, InsiteChat doesn’t resell Meta’s WhatsApp Cloud API or mark up per-message fees. You connect your own Meta App and pay Meta directly for conversation fees. InsiteChat only charges for the AI replies against your plan’s monthly message quota — the same way web chat is counted.
WhatsApp is available on the Growth and Scale plans. Free and Starter plans show an upgrade prompt.

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Setup

Setup takes under 10 minutes. You’ll need a Meta Business account with an approved WhatsApp Business number.
1

Create a Meta app

Go to developers.facebook.com → My Apps → Create App → choose Business. Inside the app, add the WhatsApp product. Meta will provision a test number, or you can register your own verified business number.From the WhatsApp → API Setup page, note down:
  • App ID (top of the app dashboard)
  • Phone number ID (shown next to your WhatsApp number)
  • WhatsApp Business Account ID (WABA ID — also on API Setup)
2

Generate a permanent access token

The temporary token Meta shows you expires in 24 hours — you need a permanent one.Go to Business Settings → System Users → create a system user (or use an existing one) → Generate new token → select your app → grant whatsapp_business_messaging and whatsapp_business_management permissions → set expiry to Never. Copy the token (it starts with EAA…).
3

Connect in InsiteChat

Open your chatbot → Webhooks tab → find the WhatsApp card. Paste all four values (App ID, Phone number ID, WABA ID, Access Token) and click Connect WhatsApp. InsiteChat validates the credentials against Meta’s API before saving.
4

Configure the webhook in Meta

After connecting, InsiteChat displays a Callback URL and a Verify Token. Copy both.In Meta → your app → WhatsApp → Configuration → Webhooks → click Edit. Paste the Callback URL, paste the Verify Token, then click Verify and Save.Meta confirms the webhook with a challenge — InsiteChat responds automatically, so the save should succeed in one click.
5

Subscribe to messages

Still on the Webhooks configuration page in Meta, under Webhook fields, click Manage and subscribe to the messages field. This tells Meta to forward inbound messages to InsiteChat.That’s it — send a message to your WhatsApp number from a different phone and your AI will reply within seconds.

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How it works

When someone sends a WhatsApp message to your number:
  1. Meta forwards the message to InsiteChat’s webhook
  2. InsiteChat queues the message for processing and acknowledges Meta within milliseconds (so Meta doesn’t retry)
  3. A worker runs the full RAG pipeline — hybrid retrieval over your knowledge base, context building, LLM generation
  4. The AI’s reply is sent back via Meta’s Graph API to the user’s WhatsApp
Messages are deduplicated on Meta’s message_id with a 5-minute window, so retries from Meta never produce a duplicate reply or double-count against your quota. Each reply your AI sends counts as one message against your plan’s monthly quota — identical to web chat billing.

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Features

  • Same knowledge base — uses the exact same training data as your website chatbot
  • Conversation history — maintains context per WhatsApp sender (10-turn window)
  • Read receipts — messages are marked as read so users see the blue ticks
  • Plan quota enforcement — respects your monthly message limit; over-quota senders get a graceful upgrade message
  • Webhooks & integrations — fires the same conversation_started, message_received, and lead_captured events as web chat, so your Zapier / Slack / HubSpot flows work identically
  • Human handoff (Scale & Enterprise) — see below

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Human handoff (scale & enterprise)

On the Scale plan and above, WhatsApp conversations can escalate to a human automatically when the user asks for one. Trigger keywords — if a visitor sends any of the following, the handoff flow kicks in:
  • “talk to a human”
  • “speak to someone”
  • “human please”
  • “speak to an agent”
  • “real person”
  • “live agent”
What happens:
  1. The AI sends a confirmation back on WhatsApp (“Connecting you to a human agent…”)
  2. An email with the full conversation transcript is sent to the chatbot owner
  3. AI replies are muted for 24 hours on that specific WhatsApp thread, so a human can take over out-of-band without the AI talking on top
If you don’t reply within 24 hours, the AI automatically resumes on the next inbound message.
The 24-hour mute is per WhatsApp sender — other conversations on the same number keep working normally.

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Pricing

  • InsiteChat side — no per-message markup. Messages count against your plan’s monthly quota, same rate as web chat.
  • Meta side — you pay Meta directly. Meta gives every business 1,000 free service conversations per month; beyond that, conversation-based pricing varies by country. See Meta’s WhatsApp pricing for current rates.
You will never see a WhatsApp-specific surcharge on your InsiteChat invoice.

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Disconnecting

Click Disconnect on the WhatsApp card. Your Meta credentials are removed from InsiteChat immediately and the AI stops replying. Your Meta app and number are untouched — you can reconnect or delete the Meta app on your own schedule.

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Limitations

The V1 integration supports the most common case — inbound text messages with AI replies. The following are not yet supported:
  • Media messages — inbound audio, image, video, and document messages are ignored (text messages on the same thread still work)
  • Outbound template messages — you can’t send proactive campaigns or re-engagement messages from InsiteChat; the bot only replies to inbound messages
  • Multiple numbers per chatbot — one WhatsApp number per chatbot. If you need to connect multiple numbers, contact support
  • Interactive buttons / list messages — replies are plain text only

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Troubleshooting

Meta’s verification is sensitive to the exact Verify Token. Copy it again from InsiteChat (the copy button on the card), and make sure you’re pasting into the Verify Token field, not the Callback URL field.
Check the Webhook fields in Meta → Configuration. The messages field must show as Subscribed. If it says Not subscribed, click Manage and toggle it on.
You’re using a temporary token. Generate a permanent one via Business Settings → System Users — set the expiry to Never.
Most commonly this means your access token lacks the whatsapp_business_messaging permission. Regenerate the token with the correct scopes and reconnect.
Yes — Meta provides a free test number with every WhatsApp-enabled app. It can only message 5 pre-registered recipients (listed in your Meta dashboard) but is perfect for end-to-end testing.