Login
Start free trial

WhatsApp customer support in Gleap.

Most WhatsApp messages answered in seconds, day and night.

Book a demo Start free trial

Kai Support answers from your help center in the customer's language, on the number they already message, and hands the rest to your team with the thread attached. Messages become tickets in the same inbox as email and chat, with approved templates for the messages you start.

★ 4.6/5 on G2 Trusted by 4,500+ teams worldwide

7 days free. Cancel anytime. Card required. First charge on day 8 unless you cancel.

Trusted by 4,500+ teams
Your customers' channel. Your team's inbox. A WhatsApp message is a ticket like any other: assigned, answered by Kai Support or a teammate, with the customer's history next to it.
Connect a numberLet Kai answerSend templates

Connect a business number.

Sign in through Meta's embedded signup and verify the number. Messages to it create tickets in your inbox; by default, a message after the last ticket was closed starts a new one.

Kai Support · Answer and hand off

Kai Support answers on WhatsApp.

Kai Support replies from your help center in the customer's language. When a person is needed, the ticket goes to your team with the thread attached.

Sofia Lindqvist9:41 AM
How do I invite a teammate?
Kai9:41 AM
Go to Members → Invite member.
Sofia Lindqvist9:43 AM
The invite link expired. Can a person help?
Kai9:43 AM
Sure. A teammate will follow up here.
Kai transferred ticket to Human.
Lukas Boehler9:46 AM
Hi Sofia, I sent you a fresh invite.

Approved templates for outbound.

Pick a Meta-approved template, map the variables from the contact and preview it before sending. Delivery and read receipts come back to the ticket.

A ticket like any other.

Same inbox, same rules, same team.
Teams route WhatsApp tickets manually, at random, balanced or in circular order. Snooze applies, and SLA policies on Pro.
From Team, Kai Support investigates WhatsApp tickets on the boards you choose, or when a teammate asks. Same finding, evidence and next step.
Widget, email, Slack, Instagram, Messenger and Telegram share the inbox with WhatsApp.

Notes, mentions, one owner.

The team behind the number.
Internal notes stay in the ticket, a mention brings a teammate in, and the assignee is visible in every row. Nobody passes a phone around.
See the support platform
One dashboard for tickets, surveys, chat and customer insights.
“Everything is in the same place.”
Elif Kavas
Digital Customer Experience Platforms Specialist, Tridonic
About WhatsApp customer support
What is WhatsApp customer support software?
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 Support answers first, teammates reply from the inbox, and approved templates go out for messages the business starts.
How do we connect WhatsApp to Gleap?
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.
Can Kai Support answer WhatsApp messages?
Yes. Kai Support 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. Shops connect Shopify or WooCommerce so Kai answers order questions on WhatsApp too; see the ecommerce help desk.
Can we message a customer first on WhatsApp?
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.
How does Gleap handle WhatsApp templates?
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.
Does a new WhatsApp message join an existing ticket?
It depends on your ticket-creation rules. By default a message continues the open ticket, and a message after that ticket was closed starts a new one; turn that rule off to reopen the old ticket instead. An optional time rule starts a new ticket once the open one is older than the hours you set. Widget or email conversations of the same contact stay separate tickets under the same contact.
Do delivery and read receipts show in Gleap?
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.
How is this different from Intercom or Zendesk for WhatsApp?
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 up. From Team, Kai Support investigates a technical question in the logs and your code, and confirmed bugs become pull requests. Compare Gleap vs Intercom and Gleap vs Zendesk.
What does WhatsApp support cost in Gleap?
WhatsApp is a channel of the Gleap inbox, included from Team ($149 per month, billed annually), with unlimited seats; Starter covers widget live chat only. Meta’s WhatsApp messaging charges apply separately and vary by message category and recipient market, and Kai Support is billed by the AI it uses. See pricing.
Is WhatsApp support in Gleap secure?
Messages travel through Meta's Cloud API and are stored in Gleap, which is SOC 2 Type II audited and GDPR compliant, with EU or US hosting chosen at signup. See the trust center and Meta's WhatsApp Business terms.
Can we move an existing WhatsApp number to Gleap?
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.
Which other channels share the inbox?
The Gleap widget on web and mobile, email, Slack, Instagram, Facebook Messenger and Telegram. See the multichannel customer support platform for assignment, SLA policies (Pro), knowledge base and handoff across channels.
Every WhatsApp message answered.
In your customer's language.
Start free trial
See pricing

7 days free. Cancel anytime. Card required. First charge on day 8 unless you cancel.

4.6/5
on G2