Be realistic about timing. Verification and template approval depend on checks outside our control, so we start them early in the build and tell you where each step stands. A clean business profile, a consistent name and a working website make the process smoother, and they also help customers trust a message from a number they do not recognise.
WhatsApp is where many customers already talk to friends, so it suits quick questions, reminders and confirmations. The agent works through a verified WhatsApp Business number, so messages come from your business name rather than a personal phone. Customers reply in a thread they already know how to use.
WhatsApp has its own rules about who a business may message and how a conversation can begin. We set up the business account with you, agree the wording of any template messages and make sure opt-in is captured before the agent writes first. Plan who in your team will take over a conversation, and what a customer is told outside staffed hours. On the day, test with real phones from your staff.
It works well for booking confirmations, order updates, document requests and simple support questions. It is a poor choice for long, formal exchanges that need attachments reviewed by a specialist, or for messaging people who never agreed to hear from you. Measure it by replies received, confirmations completed and how often a person had to step in.