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WhatsApp customer support chat in your shared inbox

Deskwoot turns WhatsApp customer support chat into a shared inbox workflow. Connect your WhatsApp Cloud API number and your whole team replies from Deskwoot. Media, read receipts and Fynn's AI replies all work.

Overview

WhatsApp customer support chat is the dominant support channel in LATAM, India, MENA and large parts of Europe. If you sell internationally and do not offer it, you are losing customers.

Connecting WhatsApp to Deskwoot uses the official WhatsApp Cloud API. Open Settings → Inboxes, add WhatsApp and click Connect with Meta: Meta's own signup window links your WhatsApp Business account and phone number to Deskwoot. Your business profile, display name and verification stay in Meta Business Manager, where Meta manages them.

Templates: WhatsApp message templates are approved by Meta in Meta Business Manager. Deskwoot sends an approved template from the Meta Lead Ads connector, so a lead who fills in your Facebook or Instagram form gets your message on WhatsApp right away. When the 24 hour reply window closes, Deskwoot tells the agent right in the conversation, so they know before they reply.

Media: images, voice notes and other audio, video, stickers, locations and documents arrive in the conversation next to the text. Voice notes and audio files are turned into text automatically, so Fynn can answer them and your team reads the transcript under the audio in the web dashboard. Agents send files back from the composer (images up to 5 MB, video and audio up to 16 MB, documents up to 100 MB). Delivered and read states update on each message, so you know when the customer has seen the answer.

Compared to Wati, Twilio and Zoko (popular WhatsApp Business API resellers), Deskwoot adds one inbox for every other channel (email, live chat and more) and Fynn, the AI agent, answering on WhatsApp in the same plan. Meta bills its WhatsApp fees to your WhatsApp Business account, and Deskwoot adds no markup on top.

What you get with WhatsApp support

  • WhatsApp Cloud API

    We use the official WhatsApp Cloud API, not a reseller. Your phone number, your Meta Business account, no per-message reseller markup.

  • Templates for new leads

    Pick an approved template in the Meta Lead Ads connector and every new Facebook or Instagram lead gets it on WhatsApp right away.

  • Media in both directions

    Images, audio and voice notes, video, stickers, locations and documents arrive in the conversation. Agents send files back from the composer.

  • Read receipts

    Delivered and read states update on every message, so agents see when the customer has read the reply.

  • Fynn answering WhatsApp

    Fynn answers the routine WhatsApp questions (order tracking, returns, shipping windows) and hands the rest to your team, with the same knowledge as your live chat.

Getting started

Connect WhatsApp in 3 steps.

  1. Open Settings → Inboxes → WhatsApp.
  2. Click Connect with Meta and sign in with your Meta business account (Meta can create one for you).
  3. Pick the phone number you want to use in Meta's window.

Frequently asked questions

The short answers are here. For anything else, ask Fynn below.

How do I use WhatsApp customer support chat for my business?

Connect a WhatsApp Business number through the official WhatsApp Cloud API, route incoming messages into a shared inbox and let your team reply next to email and live chat. In Deskwoot that is one Connect with Meta step, and Meta keeps handling your business verification and template approval.

How to create a WhatsApp chatbot for customer support?

In Deskwoot: connect WhatsApp with Connect with Meta, then pick Fynn in the Bot Configuration tab of the WhatsApp inbox (Startup plan and above). Fynn answers common questions and hands the conversation to a person when needed. No code required.

How to automate customer support on WhatsApp?

Three layers: 1) Fynn answers common questions as they come in, 2) automation rules assign, label or prioritise conversations by the conditions you set (Startup plan and above), 3) your team takes over what needs a person, with Fynn's summary at the top. Deskwoot covers all three in one inbox.

Do I need a Meta Business Manager?

Yes. Meta requires a business account for the WhatsApp Business Platform. If you do not have one yet, Meta's signup window behind Connect with Meta can create it. The free WhatsApp Business app is not the same as the platform and cannot be used with shared inboxes.

How is WhatsApp messaging priced?

Meta charges WhatsApp fees by message type and country and bills them to your WhatsApp Business account. Replies inside the 24 hour customer service window are free; template messages you start yourself cost a fee set by Meta. Deskwoot adds no markup on top of Meta's fees.

Can I move from Wati, Zoko, Twilio, or 360dialog to Deskwoot?

Yes. Move your number to Deskwoot in Meta Business Manager, then connect it under Settings, Inboxes, WhatsApp. Your approved templates come with you, because they belong to your WhatsApp Business Account, not to the reseller. Keep your old account for a few weeks to look up past chats, and email hello@deskwoot.com: we walk you through the handoff.

Can Fynn answer WhatsApp voice messages?

Yes. Voice notes and audio files of up to 10 minutes are turned into text automatically, so Fynn answers them like a written message, and your team sees the transcript under the audio in the web dashboard. This works with WhatsApp connected through Meta and through Twilio, and you can switch it off in Account Settings.

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