Tutorial · Copilot Studio · Advanced

Publish a Copilot Studio agent to WhatsApp for Malaysian customers

Connect an agent to WhatsApp so customers can ask questions and get documents where they already chat.

LevelAdvanced
Time1–2 hours (plus Meta approval time)
TopicCopilot Studio

You'll need

  • A Copilot Studio agent
  • An Azure subscription (Azure Communication Services)
  • A WhatsApp Business account verified with Meta

Why WhatsApp in Malaysia

WhatsApp is the default business messaging channel for most Malaysian consumers and SMEs. An agent there answers enquiries after hours and hands over to staff when needed.

Set up

  1. Create an Azure Communication Services resource and connect your WhatsApp Business account (Advanced Messaging).
  2. In Copilot Studio, open Channels and add the WhatsApp channel, linking the ACS resource.
  3. Configure message templates in Meta for any proactive messages (outside the 24-hour customer service window).

Design for chat

Keep replies short, use numbered options, and send documents as links rather than long text. Verify identity before sharing anything personal.

Hand-off

Add an escalation topic that hands over to a live agent (e.g. Dynamics 365 Contact Center or a shared inbox) during business hours.

Tips

  • WhatsApp conversation pricing is charged by Meta/Azure separately from Copilot Studio usage — include both in your budget.