Use cases
Indian customers will message a business on WhatsApp long before they will open a support ticket or wait on an IVR queue. Running support there means a shared inbox so several agents can work one number, automation for the questions you answer twenty times a day, and a clean path to a human for everything else.
Automate the predictable, escalate the rest with context.
This is a shared inbox with automation, not a full ticketing system. There are no ticket IDs, SLA timers or per-conversation assignment in the inbox screen yet. For most small and mid-sized businesses that is the right trade; if you need formal ticketing today, say so before you buy.
| Question type | Handled by |
|---|---|
| Opening hours, address, directions | Keyword rule, instantly |
| Order or booking status | Flow reading the live record |
| Product questions | AI-suggested reply from your catalogue, sent by a human |
| Complaints and exceptions | Handover to the team inbox |
| Overnight messages | AI acknowledgement, human follow-up in the morning |
Yes — that is the core reason to move from the WhatsApp Business app to the API. Your team signs in to the web app rather than linking handsets.
Not today. This is a shared inbox with automation and handover. Ticket IDs, SLA timers and per-conversation assignment are not yet in the inbox screen.
Connect your number through Meta Embedded Signup, keep ownership of your WhatsApp Business Account, and pay Meta directly for messages — we never add a markup.