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 Support 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 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.

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 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.

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 up. From Team, Kai Resolve investigates a technical question in the logs and your code, and confirmed bugs become pull requests. Compare Gleap vs Intercom and Gleap vs Zendesk.

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 costs $0.29 per resolution on every plan. See pricing.

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.

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 multichannel customer support platform for assignment, SLA policies (Pro), knowledge base and handoff across channels.