Sell and support on WhatsApp

The WhatsApp Business API connects WhatsApp to your own software. Instead of a phone on the counter, your business number is linked to your store, CRM or booking system, so messages go out automatically, a whole team can answer, and every chat is tied to the right customer and order.

It is part of Meta’s WhatsApp Business Platform. Businesses use it through Meta’s cloud service or through a provider, and Meta charges per template message. What the API does not give you is a screen to work in: the inbox, the flows, the catalogue and the links to your systems are what we build on top of it.

For a small shop with one person answering chats, the free WhatsApp Business app may be enough. The API makes sense once several people share the work, messages need to go out by themselves, or orders and payments have to reach your software without retyping.

The quickest gains come from messages you already send another way. For many customers, in India especially, WhatsApp is the app they open first, so an order confirmation, a payment reminder or a delivery update there is more likely to be seen than the same message by email.

Next come the conversations that cost money when they go wrong: cash-on-delivery orders confirmed before they ship, appointments confirmed and rescheduled before they become no-shows, and leads from “click to WhatsApp” ads answered while the customer is still interested.

Selling from a catalogue and full support in a shared inbox usually follow, once customers are used to hearing from you on WhatsApp and your team has seen how it works.

Before the first message goes out, Meta needs to know who you are. Your business is verified in Meta’s Business Manager with documents that show its legal name and address, such as a GST certificate or a certificate of registration, and a website that matches.

You also choose the phone number and the display name customers will see. The name has to relate clearly to your business, and the number must be able to receive a verification code. If the number is already in use on the WhatsApp Business app, we check the options for moving it at the start, so nothing surprises you on the day.

We guide you through each step and prepare everything that doesn’t need your own login. The verification itself, and any documents Meta asks for, stay with you as the business owner. Meta’s review times vary, so we start this early, while the templates and integration are being built.

WhatsApp treats messages you start differently from messages that answer a customer. When a customer writes to you, a 24-hour customer service window opens, and your team or AI assistant can reply freely within it. Any message you start outside that window must use a template Meta has approved.

Templates fall into three categories: marketing, such as offers, launches and win-back messages; utility, such as order updates, reminders and account alerts; and authentication, which means one-time passwords. Since July 2025 they are charged per message, at a different rate for each category, so the category a message belongs to matters for cost as well as for approval.

We write templates with the right variables, such as the customer’s name, order number and delivery date, in your brand’s tone and in each language you need. A template rejected for its wording is rewritten and resubmitted before launch, not discovered on launch day.

WhatsApp can be a shop window, not just a notice board. Your product catalogue, with photos, prices and stock kept in step with your store, can be browsed inside the chat, and customers add products to a cart and send the order with one tap.

From there, the order is created in your store or ERP, and a UPI or card payment link is sent, or cash on delivery is confirmed. Abandoned carts get a reminder, and a customer who asked about an item that was out of stock hears when it comes back, if they agreed to.

WhatsApp flows add short forms inside the chat: choosing a size, booking a slot, entering a delivery address or answering a few questions, without sending anyone to a website and back.

For online stores in India, WhatsApp is where delivery problems get fixed. Every order can be confirmed on WhatsApp with the invoice and a tracking link, and updates follow at each step: packed, shipped, out for delivery and delivered.

Cash-on-delivery orders can be confirmed before they ship. The buyer confirms with one tap or switches to paying online in the same chat, and orders that are never confirmed can be held. When a courier reports a failed attempt, the buyer is asked straight away to correct the address or choose a new time, before the parcel heads back to you.

Each of these messages is an approved utility template triggered by your own systems, so nobody on your team sends them by hand.

The API lets your whole team work from one WhatsApp number. Chats arrive in a shared inbox where each conversation can be assigned, tagged and passed between people, with the customer’s past orders and messages beside it.

An AI assistant can sit in front of the inbox. It answers routine questions from your own information, collects details such as order numbers or photos, and passes the chat to a person when it should. Your team can read everything it said.

Routing rules decide who gets what: sales enquiries to sales, returns to support, Gujarati chats to someone who speaks Gujarati, and your largest customers to their own account manager.

WhatsApp protects its users from spam, and your number is judged by how customers react to your messages. If many people block or report a business, its quality rating drops and its daily messaging limit can be cut.

We build opt-in into your customer journeys: a tick box at checkout, a QR code at the counter, or a message from the customer first. Each agreement is recorded, marketing goes only to people who asked for it, and anyone who opts out is removed at once.

Campaigns go to the right group of customers rather than to everyone, and we check delivery, read and block rates after each one. Used this way, WhatsApp stays a channel customers welcome rather than mute.

WhatsApp is only as useful as what it is connected to. We link it to your online store, CRM, ERP, booking system or billing software, so events in those systems send messages, and replies and orders from WhatsApp land back in them.

Typical connections are Shopify or your own store for catalogues, orders and delivery status; a CRM for leads and follow-ups; Tally or an ERP for invoices; a payment gateway such as Razorpay for UPI links and payment confirmations; and your courier aggregator for tracking.

The integration runs on servers we set up for you, with your data kept in the region you need and access to the inbox limited by role.

Every template and campaign reports how many messages were sent, delivered and read, how many got a reply and which buttons were tapped. Linked to your orders, those numbers show which messages lead to sales, which confirmations prevent returns and which reminders get invoices paid.

Before launch we note the figures you have today, such as reply times, cash-on-delivery refusals or missed appointments, so the monthly report can show what changed after the move to WhatsApp.

Meta changes the platform often, with new message types, new pricing and new rules for templates. We keep your set-up current, watch your number’s quality, rewrite templates that underperform and add flows, languages and campaigns as your business grows.