WhatsApp support, answered in seconds
Your customers already message you on WhatsApp. Bring those chats into the same inbox as your website chat and e-mail, let the AI agent answer the simple questions, and step in when it matters.
Product illustrations on this page use sample data.
WhatsApp next to everything else
WhatsApp chats arrive in the same inbox as your website chat, e-mail, Messenger and Instagram, under the same customer.
- The AI agent answers from your knowledge, day and night
- Hand-over to your team with a note on why
- Sent, delivered and read ticks on every reply
- Assign, tag, snooze, send later and private notes, as with any chat
- The customer's record is linked by phone number across channels
Templates for when the window closes
WhatsApp allows free replies for 24 hours after the customer's last message. After that, you send a template Meta approved, and the inbox makes it easy.
- Copy your approved templates from Meta in one click
- Pick one in the chat and fill in its variables
- The inbox tells you when the window has closed
- Updates to many customers fall back to e-mail when WhatsApp cannot reach them
Connected in four steps
You bring your own WhatsApp Business number through Meta. We show you exactly what to copy where.
Create a Meta app
In Meta for Developers, create an app and add the WhatsApp product with your business number.
Paste three details
In Channels, paste your phone number ID, access token and app secret. They are stored encrypted.
Point Meta to us
Copy the callback address and verify token shown in Channels into Meta's webhook settings, and subscribe to messages.
Send a test
Message your business number from another phone. The chat appears in your inbox, and you can reply.
Messenger and Instagram too
The same inbox, the same AI agent, the same team, for Facebook Messenger and Instagram direct messages.
Business number via the Cloud API, templates, delivery and read ticks.
Messenger
Messages to your Facebook Page, with up to 7 days for a person to reply when Meta allows it.
Direct messages to your professional account, in the same list.
E-mail and chat
Your support mailbox and website chat, so every channel is in one place.
WhatsApp questions
Which WhatsApp do I need?
A WhatsApp Business number on Meta's WhatsApp Cloud API. You create a free Meta app, add WhatsApp to it, and paste three details into ChatDo. The regular WhatsApp Business phone app is not enough on its own.
Can the AI agent answer on WhatsApp?
Yes. It answers WhatsApp messages from the same knowledge as your website chat, and hands over to your team the same way.
What is the 24-hour window?
WhatsApp lets a business send free-form replies for 24 hours after the customer's last message. After that, only message templates approved by Meta can be sent. ChatDo shows when the window has closed and lets your team pick a template and fill it in.
Does WhatsApp cost extra?
Connecting is part of your plan (each connected number counts as one channel). Meta may charge your WhatsApp account for some conversations, such as template messages, according to Meta's own pricing.
Can customers send photos and voice notes?
They can, and your team sees that a photo, video, file or voice note arrived, with its caption. The file itself is not copied into the inbox in this version: ask the customer to share it another way if you need it.
Will I see if my reply was read?
Yes. Each reply shows sent, delivered and read as WhatsApp reports them, and the reason if WhatsApp refused it.
Can I also use Messenger and Instagram?
Yes. Facebook Messenger and Instagram direct messages connect the same way and arrive in the same inbox.
More about the product
Features
Everything in one place: inbox, AI agent, helpdesk, help centre and more.
AI agent
Answers from your content, hands over when unsure, asks before it acts.
Live chat
A chat window for your website in your colours and 14 languages.
Helpdesk
Tickets with owners, service levels, rules and contact forms.
Answer WhatsApp as fast as your customers write
Create your account, connect your number, and let the AI agent help from day one.