WhatsApp is the default support channel across India, LATAM, the Middle East and much of Europe. We match you with teams who already run WhatsApp Business at volume — including template approvals and session-window rules.
Conversations are asynchronous, so an agent juggles more threads than on live chat but each thread can stay open for hours. Staffing models built on average handle time break here; plan around concurrent open conversations instead.
Outside the 24-hour customer service window you can only send approved template messages. Teams that ignore this either annoy customers or silently fail to reach them.
You need a WhatsApp Business Platform account through a solution provider (Twilio, 360dialog, Gupshup, Infobip and similar), a verified business profile, a dedicated number and approved message templates for notifications.
Good vendors handle template drafting and resubmission after rejections, and route WhatsApp into the same helpdesk as email and chat so history stays in one place.
Order tracking and delivery updates, appointment reminders and reschedules, payment and renewal nudges, document collection, lead qualification and post-purchase support. Media-heavy support works well: customers send photos of the problem.
Escalation matters — define exactly when a thread moves to a call, and who owns it after handoff.
Collect opt-in before messaging, keep a record of it, and honour stop requests immediately. Marketing templates sent without consent risk your number's quality rating and, eventually, your ability to send at all.
Yes. Agents work in a shared inbox connected to your WhatsApp Business Platform number, so you keep ownership of the number and conversation history.
About $6–$11 per seat hour for agents, plus WhatsApp conversation fees from your solution provider, which vary by country and message category.
Once a customer messages you, you can reply freely for 24 hours. After that, only pre-approved template messages can start a new conversation.
Yes, for narrow intents like order status or hours, with a clean handoff to a human. We would not put a bot in front of billing disputes or cancellations.
Side-by-side comparisons with real costs and the volume thresholds where each option flips.
Tell us your volume, hours and quality bar. We come back within 48 hours with vendors that fit — free, and you contract directly with whoever you pick.