WhatsApp customer support in Gleap.

WhatsApp customer support software connects a WhatsApp business number to a shared inbox so a team, not one phone, answers customers. Gleap connects the number through the Meta Cloud API: incoming messages become tickets, Kai answers first, teammates reply from the inbox, and approved templates go out for messages the business starts.

In the project settings under Social and Messenger, sign in with Meta's embedded signup, choose the WhatsApp business account and verify the number by SMS or voice call. Gleap registers the number on the Cloud API and subscribes to the webhook. Several numbers per project are possible.

Yes. Kai runs on WhatsApp like on every other channel. It answers from your help center and sources in the customer's language and brings the team in when a question needs a person. Formatting is reduced to what WhatsApp supports.

Yes, with a Meta-approved template. Gleap reads your approved templates from Meta, lets you map the variables from the contact, previews the message and sends it from the connected number. Free-form replies are for conversations the customer started; outside Meta's 24-hour customer service window a template is required by WhatsApp.

Templates are created and approved in Meta's WhatsApp Manager. Gleap lists the approved ones per business account, resolves header media and variables, sends the message and records delivery, read and failure receipts on the ticket. Templates can also be sent as an outbound campaign to an audience.

It depends on your ticket-creation rule. By default a message continues the open ticket; you can set a pause after which a new message starts a new ticket, and whether a reply after closing reopens the old one. Widget or email conversations of the same contact stay separate tickets under the same contact.

Yes. Sent, delivered, read and failed statuses from WhatsApp are recorded on the message in the ticket, so a teammate sees whether the customer has seen the reply.

All three connect WhatsApp through Meta. Gleap keeps WhatsApp next to the widget, email, Slack and social channels in one inbox with unlimited seats on Team and above, lets Kai Resolve investigate a technical question in the session and code, and turns confirmed bugs into pull requests. Compare Gleap vs Intercom and Gleap vs Zendesk.

WhatsApp is a channel of the Gleap inbox, included in your plan; Team is $149 per month billed annually with unlimited seats. Meta’s WhatsApp messaging charges apply separately and vary by message category and recipient market, and AI usage is billed by tokens. See pricing.

Messages travel through Meta's Cloud API and are stored in Gleap, which is SOC 2 Type II audited, GDPR compliant and hosted in the EU. See the trust center and Meta's WhatsApp Business terms.

Yes, if the number is on the WhatsApp Business Platform or can be migrated to it. Numbers used in the WhatsApp Business app need to be moved to the Cloud API first; Meta's migration steps apply. Test receiving and sending on the connected number before you switch customers over.

The Gleap widget on web and mobile, email, Slack, Instagram, Facebook Messenger and Telegram. See the customer support platform for assignment, SLAs, knowledge base and handoff across channels.