It sits apart from everything else
There's no overview and no handover. Anyone who wasn't there doesn't know what was promised.
WhatsApp customer service
Customer questions on WhatsApp, handled by your team
Customers would rather message than call or fill in a form. The catch: a message lands on one phone and stays there. Move that customer contact into an inbox your whole team works in, with Meta's rules built in.
30 days free, no credit card required
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Jd
Jeroen de Wit
Today
Hi! My parcel has said "on its way" since Tuesday. Is that still right?
I can see it, arriving tomorrow between 10 and 12. Tracking: postnl.nl/3SABCD1234567
Great, thanks!
Assigned to Sanne · label Delivery
What happens today
WhatsApp is your busiest channel and your least organized one
Email has a mailbox, the phone has a switchboard. WhatsApp has a colleague's handset.
The 24-hour window runs out
Reply more than 24 hours after the customer's last message and you can no longer write freely. From then on it takes an approved template.
Questions arrive twice
A customer who hears nothing messages again, or calls about it. The work doubles without anything getting done.
You can't say anything about it
How many questions came in last week, and what were they about? On a phone there's no way to find out.
How it works
Four steps from scattered messages to answered questions
1
Connect the number
Your number moves onto the WhatsApp Business Platform, through Meta's own sign-up screen. We're a Meta Tech Provider, so there's no separate developer application to file.
2
Bring the team in
Everyone gets their own account in the same inbox. New messages appear live, on your screen and your colleague's.
3
Divide the work
Assign, label, leave a note, mark it resolved. The tabs show what's still waiting.
4
Capture the repeat work
Questions you answer every week go into a flow. A keyword in the customer's message starts it; from there it sends the answer, asks a question with buttons, or hands the conversation to the right colleague.
What you work with
What's waiting inside a conversation
One thread for everything
Messages, photos, documents and voice notes sit in order in the same conversation, including whatever happened before your shift.
The service window in view
Every conversation shows how long you still have to reply freely.
Templates for afterwards
Once the window has closed, you reopen the conversation with a template Meta approved. You submit and track them yourself, in the dashboard.
The contact card beside the thread
Name, number, labels and earlier conversations sit next to the message you're reading.
Handovers without a briefing
Assign the conversation to a colleague. They read the notes and carry on where you stopped.
Opt-outs are recorded
If someone sends STOP, we mark the contact and campaigns skip them from then on.
Privacy and security
Customer data that passes through WhatsApp, properly handled
The question we get most about WhatsApp in customer contact isn't about features. It's whether you're allowed to do this at all.
- Messages and contacts sit on servers in the European Union, walled off per organization.
- Every employee has their own account. No shared handset on the counter with WhatsApp open.
- We work through the official WhatsApp Business API as a Meta Tech Provider, not through something that reads along on a phone.
- A customer can opt out with 1 message, and that's recorded.
What we store and for how long: our privacy policy
Who it's for
Where this pays off most
- Online stores fielding questions about an order already in transit.
- Practices and salons where people want to move an appointment.
- Installation and maintenance firms with engineers out on site.
- Rental and leisure businesses with a flood of short questions in season.
- Garages and workshops that need to update a customer mid-job.
AI customer service
The questions that come back every week
Opening hours, delivery times, parking. An AI step writes that answer from the knowledge you entered. When it doesn't know, it says so and the conversation stays with your team.
Price
What it costs
Customer service as a team sits in the Growth plan: € 199 per month, up to 10,000 contacts, every flow and integration included. If you work alone, Starter at € 79 per month may be enough. Meta charges separately for the messages you start, and we put no markup on that.
Common questions
About customer contact on WhatsApp
Set up your customer service today.
30 days free, no credit card required. Your shared inbox is ready in a few minutes.
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