This guide explains how to configure your AI Employee to send conversation reports via WhatsApp after each call or chat session ends. By setting up a criteria template, you can route reports to specific WhatsApp numbers based on the conversation's intent type and working hours status.
Prerequisites
ManyChat Pro account or higher.
Connected WhatsApp Business number in ManyChat.
Configured ManyChat integration with the WhatsApp template (see ManyChat integration guide).
WhatsApp messaging enabled (
project_attributes_setting_manychat_use_whatsapp_to_send_informationset totrue). See WhatsApp messaging as SMS alternative.Session-ended reports enabled (
project_attributes_setting_session_ended_report_enabledset toTrue).
Set up the criteria template
The criteria template defines which conversations trigger a WhatsApp report and who receives it. Each rule matches an intent type and a working hours condition to one or more recipient phone numbers.
Navigate to the Attributes page in the Builder.
Search for
project_attributes_setting_manychat_whatsapp_report_criteria_template.Enter your criteria template following the format below.
Click Save and Publish All.
Template format
The template uses a structured text format with rules grouped by working hours status. Each rule specifies an intent type and one or more recipient phone numbers.
**Criteria for WhatsApp Report:** - **During working hours:** - If it is Manager Request send a WhatsApp message to +12223334444 - If it is Large Reservation send a WhatsApp message to +12223334444 and +15556667777 - **Outside working hours:** - If it is Manager Request send a WhatsApp message to +19998887777
Template rules
Intent types must match the names defined in your Workflow Builder's Intent Types column exactly. Misspelled or mismatched names will not trigger reports.
Multiple recipients: Add
andbetween phone numbers to send the same report to multiple people (e.g.,send a WhatsApp message to +12223334444 and +15556667777).Attribute placeholders: Use double brackets to reference a project attribute value instead of a hard-coded number (e.g.,
[[project_business_working_hour_escalation_phone]]). The placeholder is resolved at report time.Working hours grouping: Separate rules into During working hours and Outside working hours sections to route reports to different recipients based on when the conversation occurred.
❗❗ IMPORTANT
Intent type names in the template must exactly match the names configured in the Workflow Builder. If the names do not match, the report will not be sent.
Example configurations
Route all manager requests to one number
**Criteria for WhatsApp Report:** - **During working hours and non-working hours:** - If it is Manager Request send a WhatsApp message to +12223334444
Route by intent type and time of day
**Criteria for WhatsApp Report:** - **During working hours:** - If it is Manager Request send a WhatsApp message to +12223334444 - If it is Large Reservation send a WhatsApp message to +12223334444 and +15556667777 - If it is Cancellation send a WhatsApp message to +12223334444 - **Outside working hours:** - If it is Manager Request send a WhatsApp message to +19998887777 - If it is Human Request send a WhatsApp message to +19998887777
Use attribute placeholders for dynamic numbers
**Criteria for WhatsApp Report:** - **During working hours:** - If it is Manager Request send a WhatsApp message to [[project_business_working_hour_escalation_phone]] - **Outside working hours:** - If it is Manager Request send a WhatsApp message to [[project_business_after_hours_escalation_phone]]
Disable WhatsApp reports
To stop sending WhatsApp reports, set the criteria template to instruct the system not to send:
**Criteria for WhatsApp Report:** - **Both during working hours and non-working hours:** - Do not send reports
This is the default value for the attribute.
Report content
WhatsApp reports use the same content template as SMS reports, defined in project_attributes_setting_session_ended_report_content. The AI Employee generates a summary of the conversation and sends it as a WhatsApp message to each configured recipient.
The report content is generated automatically based on the conversation transcript and your industry configuration. No additional content setup is required beyond the standard session-ended report configuration.
Related attributes
Attribute | Description |
| The criteria template that defines report routing rules. |
| Master toggle for all session-ended reports (email, SMS, WhatsApp). Must be |
| The SMS/WhatsApp message content template. |
| Must be |