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What is WhatsApp Testing?

WhatsApp testing allows you to test your conversational agents through WhatsApp messages. This provides a text-based alternative to voice testing, making it faster and more cost-effective for workflow validation. WhatsApp testing is useful for:
  • Testing conversation logic and flow without voice calls
  • Validating agent responses and decision-making
  • Quick iteration on agent behavior
  • Cost-effective bulk testing scenarios

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Setting Up WhatsApp Testing

1

Enable WhatsApp on Twilio

Configure your phone number to send WhatsApp messages in your Twilio account.
Twilio WhatsApp Sender Configuration
See Twilio’s WhatsApp setup guide for details on enabling WhatsApp for your phone number.
2

Configure Agent Settings

In your agent settings, add the WhatsApp-enabled phone number in the Contact number section and set the Chatbot Provider to WhatsApp.
Agent Settings with WhatsApp Provider
3

Run Test as Text

Head to Evaluators, select your evaluator, and click Run Test as Text to execute your WhatsApp test.View your test results via the Results API.

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Tool Support

When testing via WhatsApp, the following tools are available:
ToolDescription
End CallEnd the conversation at any point
End Call Only on TransferEnd conversation only when a transfer occurs

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Example Use Cases

Customer Support: 
You are a customer asking about store hours.
Ask politely and thank the agent when you get the information.
Appointment Confirmation: 
You received a reminder about tomorrow's 2 PM appointment.
Confirm your attendance when asked.

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Timeouts and Behavior

WhatsApp tests automatically end after a timeout period if no response is received. The timeout is configured in your project settings. When a timeout occurs, it appears in the transcript as: Main agent-whatsapp-timeout

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Best Practices

  1. Use for Workflow Testing - Ideal for validating conversation logic without voice overhead
  2. Write Clear Instructions - Be specific in evaluator prompts: 
    ✅ Good: "Ask about appointment on Monday and provide ID APT-123 when asked"
❌ Vague: "Interact with the agent about an appointment"
  3. Verify WhatsApp is Enabled - Ensure your Twilio number has WhatsApp enabled before testing
  4. Monitor Results - Review transcripts via the Results API to verify conversation flow

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Troubleshooting

Solutions:
  • Check timeout settings in project configuration
  • Verify phone number is correctly configured
  • Ensure WhatsApp is enabled on your Twilio number
Solutions:
  • Log into Twilio Console and verify WhatsApp is enabled for your number
  • Complete Twilio’s WhatsApp setup process
Solutions:
  • Verify the phone number is WhatsApp-enabled in Twilio
  • Check Twilio logs for delivery errors
  • Confirm the number format is correct

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Next Steps