WhatsApp Business Support & Engagement

We maintain strict adherence to Meta's WhatsApp Business Policy through multiple mechanisms. Our implementation includes template message pre-approval processes for broadcast messages, with guardrails to prevent policy violations. We enforce opt-in requirements with compliant collection methods and maintain auditable consent records. The system monitors message quality scores and tracks customer feedback metrics to prevent negative experiences. We automatically enforce messaging windows for different message types (service vs. marketing) and provide guidance on appropriate content for each category. Our solution stays current with policy updates through regular reviews and platform updates.

Yes, our WhatsApp solution offers extensive integration capabilities with existing support infrastructure. We provide pre-built connectors for popular helpdesk and CRM platforms including Zendesk, Salesforce, Freshdesk, and Microsoft Dynamics. For contact centers, we integrate with solutions like Genesys, NICE inContact, and Avaya. WhatsApp conversations can be routed through your existing queuing and agent assignment systems, with complete transcript sharing and context preservation. For custom or legacy systems, we offer a comprehensive API that enables tailored integration with your specific environment.

Security and privacy are fundamental to our WhatsApp implementation. All communications benefit from WhatsApp's end-to-end encryption for message content. Our platform adds additional security layers including agent authentication with role-based permissions, PII detection and masking in conversations, and secure handling of sensitive documents. For data protection, we implement configurable retention policies, access controls, and complete audit logging. The system supports secure authentication for sensitive operations like account verification or transactions, with methods including one-time passwords, knowledge-based verification, or integration with your existing authentication systems.

Our platform offers multiple levels of WhatsApp automation. For basic needs, we provide template-based auto-responses and decision-tree bots that handle structured conversations with predefined paths. For advanced requirements, our NLP-powered conversational AI interprets customer intent and provides contextual responses for more natural interactions. The automation layer integrates with backend systems to perform actions like order lookups, appointment scheduling, or status checks. Our hybrid approach combines automation with seamless human handoff when needed, including full conversation context transfer to agents. All automated interactions are monitored for quality and continuously improved through conversation analysis.