# WhatsApp Business with the Mujib AI agent, what works and its limits

> The Mujib agent runs on a WhatsApp Business or regular WhatsApp number and answers text, voice notes and photos. See what it supports and where it stops.

The Mujib agent works the same way on a WhatsApp Business number and on a regular WhatsApp number: it reads your customers' text messages, voice notes and photos, answers them from your knowledge base, and hands the conversation to your team when needed. It joins the number as a linked device, so the number keeps working on your phone.

The linking steps are in [Connect WhatsApp](https://docs.mujib.ai/en/start/connect-whatsapp/). This page covers what happens after that: what the agent understands, how it replies, and where its limits are.

## Does the agent work with WhatsApp Business?

Yes. A WhatsApp Business app number and a regular WhatsApp number link to Mujib the same way, from **Linked devices** in the app, just as WhatsApp Web does.

- You do not need a new number, and you do not move your number to another service.
- WhatsApp keeps working on your phone, and you see the agent's replies there as the customer sees them.
- One number serves one business in Mujib, and your subscription sets how many numbers you can connect.

How is this different from WhatsApp's official platform? See [WhatsApp Business API or the WhatsApp Business app](https://docs.mujib.ai/en/channels/whatsapp-business-vs-api/).

## Which kinds of WhatsApp messages does the agent understand?

The agent understands text, voice notes and photos, and records everything else in the conversation for you to see.

| What the customer sends | What happens |
| --- | --- |
| A text message | The agent reads it and replies |
| A voice note | It is turned into text you see in the inbox, and the agent answers what the customer said |
| A photo | The agent understands what is in it, and reads any text written with it |
| A video or a file | It is recorded in the conversation; the agent does not watch the video or read the file, and answers only the text sent with it |
| A sticker | It shows in the inbox; the agent does not reply to a sticker on its own |
| An emoji reaction to a message | It is not a new message, so the agent does not reply |
| A message from an ad that opens WhatsApp | The agent knows which ad the customer came from. See [Ads and stories](https://docs.mujib.ai/en/agent/ads-and-stories/) |

![A WhatsApp conversation with a customer's photo, the agent's answer, a branch location and a price-list image](https://docs.mujib.ai/shots/en/channels-whatsapp-inbox-types.webp "The customer sends a photo of an offer and asks about it, the agent answers, then sends the branch location on the map and the price-list image from the media library.")

## How does the agent reply to customers on WhatsApp?

Mostly with text messages, and it can send whatever media of yours fits the question.

- **Text:** an answer from your knowledge base and your business details.
- **Photos:** it sends an image from your media library when it fits the question, such as a price list. See [Images in chat](https://docs.mujib.ai/en/agent/media/).
- **Voice notes:** when the customer sends a voice note and you have picked a voice for the agent, it answers with a voice note; without a chosen voice it answers in text. See [Voice messages](https://docs.mujib.ai/en/agent/voice-messages/).
- **Branch location:** when a customer asks where a branch is, the agent sends its location on the map.

## What happens if I reply from my phone myself?

The agent stops replying in that conversation, because your reply means someone on your team has taken it over. Other conversations are not affected.

- Your reply shows in the inbox just as it does on your phone.
- When does the agent come back to that conversation? See [Your reply pauses the agent](https://docs.mujib.ai/en/inbox/staff-reply-pauses-agent/) and [Agent auto-resume](https://docs.mujib.ai/en/agent/auto-resume/).

## Is there a 24-hour window on WhatsApp?

No. The 24-hour window is a Meta rule for Messenger, Instagram and WhatsApp's official platform; Mujib joins your number as a linked device, so it does not limit replies on WhatsApp.

- The agent and your team can answer a customer whenever they write, however long since their last message.
- Appointment reminders reach the customer on WhatsApp however long since their last message. See [Appointment reminders](https://docs.mujib.ai/en/bookings/reminders/).
- Campaigns are available on WhatsApp only. See [Campaigns](https://docs.mujib.ai/en/features/campaigns/).

> **Bulk sending has risks**
>
> WhatsApp restricts numbers that send many messages to people who never messaged them. Read [Can my number get banned?](https://docs.mujib.ai/en/channels/whatsapp-business-vs-api/) before your first campaign.
## What are the agent's limits on WhatsApp?

The agent works in one-to-one chats with your customers only. These are the main limits:

- **Groups:** messages in WhatsApp groups never reach the inbox, and the agent does not answer them. The same goes for status updates, broadcast lists and channels.
- **Calls:** the agent does not answer voice or video calls; they stay with you on your phone.
- **Videos and files:** the agent answers only the text sent with them.
- **Delete for everyone:** from the inbox you can delete a message Mujib sent, for the customer too, within 47 hours of sending it. If the customer deletes their own message, it shows as deleted in the inbox as well. See [Download and delete media](https://docs.mujib.ai/en/inbox/media-download-delete/).

## How do I turn the agent off on one WhatsApp number?

Each connected number has a **Replies & agent** strip on the **Channels** page, and that is where you stop replies on that number alone.

1. Open **Channels** and find the number in the **WhatsApp numbers** card.
2. In the **Replies & agent** strip, press **Edit**.
3. Turn **Auto-reply** off, then press **Save**.
4. Confirm with **Turn off**.

From then on, that number's messages go to **Inbox** and your team answers them; other numbers and channels stay as they are. The same strip lets you pick which **Agent** answers the number when you have more than one.

![The Replies & agent sheet for a WhatsApp number, with the auto-reply switch and the agent picker](https://docs.mujib.ai/shots/en/channels-whatsapp-replies.webp "Pressing “Edit” on the number's strip opens “Replies & agent” for that number alone, with the “Auto-reply” switch, the “Agent” picker and “Save”.")

> **Your team's alerts**
>
> The **WhatsApp alerts number** card on the Channels page tells you that "needs a staff member" alerts are sent from your business WhatsApp number, so if you disconnect it those alerts stop on WhatsApp until you link it again.

## Frequently asked questions

### Does the agent work with the WhatsApp Business app?

Yes. A WhatsApp Business app number and a regular WhatsApp number link the same way, from Linked devices in the app, and you do not need a new number.

### Does the agent answer in WhatsApp groups?

No. Group messages never reach the inbox and the agent does not answer them, and the same goes for status updates, broadcast lists and channels. The agent works in one-to-one chats only.

### Does the agent understand WhatsApp voice notes?

Yes. A voice note is turned into text you can read in the inbox, and the agent answers what the customer said. It can also answer with a voice note once you pick a voice for it.

### Is there a 24-hour window on WhatsApp in Mujib?

No. Mujib links to your number as a linked device, so the agent and your team can reply whenever the customer writes, and appointment reminders go out however long ago the customer last wrote.

### Does the agent answer calls?

No. The agent handles messages only; voice and video calls stay with you on your phone.

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Source: https://docs.mujib.ai/en/channels/whatsapp/ · Last updated: 2026-11-04