WhatsApp: messaging features and setup

Overview

The first decision in a WhatsApp project is who handles the conversation: an employee in the business app or a system connected to the Business Platform. This choice affects number management, inquiry routing, and access to order information. When building automation, a confirmation message needs to stay linked to the right order and lead to a clear response process if the customer replies. Plan the response path and the representative responsible for it alongside the outgoing message, rather than after the system is already sending messages.

Features

• An app for managing business conversations directly.
• A platform for programmatic access at scale.
• Rich messages throughout the service and purchase process.

Business uses

• Sending an order confirmation through an integration between the commerce system and the platform.
• Providing an initial response to customer questions and continuing support with a service representative.

Getting started

• Choose whether you need direct replies in the app or a Business Platform connection to the service system.
• Connect a test number and check an order message with a clear ID, then reply to it as a customer.
• Make sure the reply reaches a representative with the right context, and separately check the required template approval for an outbound message.

What to check

• Check how the existing number will be moved or connected to the platform without disrupting day-to-day responses.
• Separately review template approvals, recipient consent, and message costs for the plan you chose.