Integrations
Connecting two-way WhatsApp messaging
What you need, what it costs, and what it changes about how your team works.
What you need
A WhatsApp Business API number through an approved provider, the API credentials, and a webhook URL pointing at your desk. The number cannot be one already in use in the WhatsApp consumer app.
How it behaves
An inbound message from a known number opens or continues a ticket on that customer’s record. Staff reply from the ticket screen. The whole thread sits alongside their emails, which is the entire point.
The operational warning
WhatsApp resets customer expectations to minutes, not hours. Enable it only if you can staff it, and set business hours on the number.
WAS THIS HELPFUL?
If this did not answer your question, open a ticket and a person will reply. In your own installation, an unhelpful vote can open a ticket automatically.