Most of our clients' customers already have WhatsApp open. They use it to talk to family and friends, and when they need something from a business, WhatsApp is where they look first.
That is the main reason we build on it. A customer does not have to download anything, create an account or remember a password. They send a message to a number they already have.
A message is not a system
On WhatsApp, many businesses already take orders, answer questions and deal with complaints. The trouble starts as the business grows. Messages get lost in long threads, invoices are screenshots, and nobody can say how many requests came in yesterday or which ones are still open.
WhatsApp on its own works like a phone line. What a business needs is the system behind it: records, rules and a way to hand work to the right person.
What we add behind the chat
When we build a WhatsApp service, the customer still just sends a message. Behind that message:
- an AI agent reads what the customer wants, in their own words, and finds their records
- routine requests are completed in the chat, such as sending a quote or taking an order
- anything that needs a decision goes to the right person, with the conversation attached
- every request lands in one place, so the team can see what is open and what is done
Text is easy to check
Written messages leave a record. If a customer asks for a change and the agent makes it, anyone can read back exactly what was asked and what was done. That matters for a public service, and it matters just as much for a shop that needs to know what was ordered.
Voice notes still work. The agent can transcribe them and confirm the details in writing.
What it costs to run
Meta charges for some messages sent through the WhatsApp Business Platform, depending on the type of message and the country. Replies to a customer who has just written in are generally free, while messages a business starts itself, such as reminders, are charged. We set out these costs at the start, together with our own fees.
Where to start
Start with the request your customers send most. For a salon it might be a booking. For a shop it might be an order. Build that one well, let your team see it working, then add the next.
That is also how we work with clients. We build a demo of the first request before anyone signs anything.