Managed Contact Center / Omnichannel Messaging

WhatsApp Business Messaging

WhatsApp conversations connect directly into your contact center, routing into the same queues and agent tools used for calls and other channels — no separate phone dedicated to WhatsApp, and no one logging into a personal account to manage business conversations.

Why does this matter for businesses with international or younger customers?

WhatsApp is the primary messaging channel for a large share of customers outside North America, and increasingly preferred over SMS or email by many customers generally — supporting it professionally, through your actual team and tools, meets customers where they already are.

Does a WhatsApp conversation get treated differently from a phone call in our system?

No — it queues and routes the same way, can use the same skills-based routing, and shows up in the same unified inbox your team already works from.

Can we run outreach campaigns over WhatsApp, not just respond to inbound messages?

Yes — see Bulk Messaging Campaigns for sending WhatsApp messages to a list of contacts at once, in addition to handling one-to-one conversations.

Is this the official, business-verified version of WhatsApp, or a workaround?

It connects through official WhatsApp Business channels, keeping your business properly verified and compliant with WhatsApp’s own business messaging rules, rather than relying on an unofficial or unsupported workaround.

Can one agent handle WhatsApp, chat, and calls all at once?

Yes — because every channel lands in the same inbox, an agent isn’t locked into monitoring one channel at a time; they see and respond to whichever conversation needs attention next, regardless of the channel it came in on.