What the Agent is and what you can configure
The Agent section sets the WhatsApp profile, language, empathy, templates, FAQs and rules of the AI assistant that talks to candidates.
Updated on Oct 12, 2026
The Agent is the AI assistant that talks to candidates on WhatsApp. In the Agent section you decide how it presents itself and how it replies.
Where to find it: sidebar → Agent
What you'll find on the Agent page
| Section | What it does |
|---|---|
| Name and image | The name appears as the title of the WhatsApp Business profile. Update changes the image. |
| Professional Description | Text on the WhatsApp profile, up to 512 characters |
| WhatsApp Status | Status message, optional, up to 139 characters |
| Link | Link on the profile (e.g. your careers page), optional |
| Default Language | Doesn't change the language of conversations: the starting language is each campaign's Campaign language |
| Empathy Level | How much the agent adapts the tone and wording of questions |
| Channels | The channels the agent uses with candidates |
| Opening Template | First message to the candidate (e.g. Applicant (first contact)) |
| Follow-up Templates | Reminder message during screening (e.g. Applicant follow-up) |
| Interview Outcome Messages | Messages sent after each interview |
| Manual rejection template | Message sent when you manually mark a candidate as not a fit |
| Human intervention rules | When the agent hands the conversation to a person |
| Agent FAQ | Answers that apply to all conversations |
| WhatsApp Business Preview | How candidates see the profile |
Steps: edit the agent's profile
- Click Agent in the sidebar.
- Edit Professional Description, WhatsApp Status or Link.
- Check the result in the WhatsApp Business Preview.
- Click Save at the top right. Careful: Reset to default brings the agent back to its initial configuration and asks you to confirm ("Do you want to reset to the default configuration?").
Good to know
- Name and image follow Meta's rules. The image is reloaded from the one set in WhatsApp Meta Business. If a change doesn't go through, contact support.
- Language: the agent keeps the language of the conversation. To see and edit templates in another language, change the app language in Settings → System → General: the templates appear in that language.
- All templates show the footer Conversation handled by an AI assistant. The candidate always knows they're talking to an AI.
- The opening template includes the Stop communications button, as required by WhatsApp rules.
- You can see the quality of the WhatsApp number on the Agent page.
Common issues
The agent speaks the wrong language. Check the Campaign language in the Setup block of the campaign settings. The agent's Default Language doesn't change the language of conversations.
I changed the description but nothing changes on WhatsApp. Check that you clicked Save. The update on WhatsApp can take a while.
I want to change the messages sent to the candidate. Use Edit next to the template. See How to customize interview outcome and closing messages.
Was this helpful?
Related articles
- What happens if the candidate doesn't reply (follow-up and 24-hour window)The automatic follow-up after 6 hours, the expired WhatsApp chat and how to contact a candidate again with a template.
- How the agent talks to candidatesThe path of the WhatsApp conversation: opening, questions, evaluation, outcome, language, skipped questions and handover to a person.
- How to set up the Agent's FAQsEnter the answers the agent gives to candidates' most common questions, valid in all campaigns; what general knowledge is.
- How to customize interview outcome and closing messagesEdit the messages the agent sends after the interview (fit, not a fit, to hire) and when you manually mark a candidate as not a fit.
- How to edit the agent's WhatsApp templatesEdit the messages the agent sends with a template: first contact, follow-up, interview outcomes and manual rejection. Meta approves each template within 48 hours.
- Why did the agent discard a candidate?How to understand why a candidate turned out not to be a fit (Evaluation tab, filters, criteria, answers) and how to step in.
- Why doesn't the evaluation match the chat?The evaluation is based on the conversation and a few details from the CV, like the date of birth. What to check when the outcome seems different from what you read in the chat, and how to correct it.
- How to set up human intervention rulesDecide when the agent stops the conversation and hands it to a person; default and custom rules.