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Overview

In-call WhatsApp functions send messages during active AI calls. The AI agent automatically triggers the message based on the description you provide. Common Use Cases:
  • Send OTP for phone verification
  • Share payment links
  • Send documents or forms
  • Provide reference numbers
  • Share meeting links

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How It Works

[Call Active] → [AI Detects Trigger] → [WhatsApp Message Sent] → [Call Continues]
The AI monitors the conversation and sends the WhatsApp message when it detects the trigger condition you specified.

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Configuration

In-Call WhatsApp
1

Navigate to WhatsApp Tab

Go to your agent → WhatsApp configuration
2

Click Add

Click the Add button to create a new function
3

Select Type

Choose “During the Call (in-call)”
4

Enter Function Name

Use snake_case (e.g., send_otp)
5

Select Provider

Choose WhatsApp provider (Facebook, Heltar, or AI Sensy)
6

Select Template

Choose your WhatsApp message template
7

Map Variables

Connect template placeholders to call data
8

Add Description

Describe when AI should send this message
9

Save

Save the function

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Description (AI Trigger)

The description tells the AI when to send the WhatsApp message. Example Descriptions: For OTP: 
Send OTP when customer confirms their phone number and requests verification code
For Payment Link: 
Share payment link when customer agrees to make payment
For Documents: 
Send appointment confirmation PDF when customer books an appointment
Be specific in your description. The AI uses this to understand exactly when to trigger the message.

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Variable Sources

In-call functions can use three variable sources:

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1. Call Metadata

Customer information from your system (name, email, phone, etc.) Example:
  • customer_name - From call metadata
  • customer_email - From call metadata

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2. In-Call Variables (Dynamic)

Data extracted from the live conversation. Configuration:
  • Variable Name: What data to extract (e.g., otp_code)
  • Description: Tell AI what to look for
Example: 
Variable Name: otp_code
Description: 6-digit OTP code generated during the call
The AI will extract this value from the conversation and use it in the message.

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3. Static Values

Fixed text that doesn’t change. Example:
  • Company name
  • Support email
  • Website URL

Variable Mapping Guide

Detailed guide on mapping template variables

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Example: Send OTP

Function Name: send_otp Template: (WhatsApp template with 2 variables) 
Your OTP code is {{1}}. Valid for 5 minutes.
If you didn't request this, please contact us at {{2}}.
Variable Mapping:
  • {{1}} → In-Call Variables
    • Name: otp_code
    • Description: “6-digit verification code generated during call”
  • {{2}} → Static Value
    • Value: support@company.com
Description: 
Send OTP when customer confirms their phone number and requests verification
Call Flow: 
Customer: "Yes, please send me the OTP"
AI: "I'll send it to your WhatsApp right now. The code is 123456"
[WhatsApp message sent with OTP 123456]
AI: "You should receive it shortly. Please enter the code when you get it."

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Provider-Specific Notes

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WhatsApp (Facebook)

  • Templates must be approved by Meta
  • Create in Meta Business Manager
  • Only APPROVED templates available

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Heltar

  • Templates from Heltar dashboard
  • No Meta approval needed

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AI Sensy

Basic Plan:
  • Enter campaign name manually
  • Add variables as needed
Pro Plan:
  • Select from existing campaigns
  • Variables from campaign template

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Best Practices

  • Specific descriptions - Be clear about when to send
  • Test in-call variables - Verify AI extracts data correctly
  • Keep templates simple - Short, actionable messages
  • Include context - Tell customer why they received the message
  • Add support contact - Provide help if issues arise
In-call messages are sent during active calls. Ensure the timing doesn’t interrupt important conversation flow.