WhatsApp Business Support
Two-way WhatsApp conversations, handled as tickets
Your customers already live on WhatsApp. Bublly connects the WhatsApp Business API to your helpdesk so every WhatsApp message becomes a ticket your whole team can see, assign, and resolve — with the same workflows, saved replies, and history you use for email and chat.
Key Benefits
Shared Team Inbox
WhatsApp conversations land in the same unified inbox as email and website chat. No more one phone passed around the office.
Two-Way Conversations
Agents reply from the Bublly desk and customers receive messages in WhatsApp — full two-way messaging via the WhatsApp Business API.
Assignment & Collaboration
Assign WhatsApp tickets to agents or groups, add internal notes, and hand off conversations without losing context.
Saved Replies & Automation
Answer common WhatsApp questions in seconds with saved replies, and route or escalate conversations with workflow rules.
Complete History
Every WhatsApp conversation is stored on the customer's record alongside their emails, chats, and tickets.
AI Assistant on WhatsApp
The same AI assistant that drafts replies and summarizes threads works on WhatsApp conversations too.
Common Use Cases
- E-commerce brands handling order updates, returns, and delivery questions on WhatsApp
- D2C and retail businesses in India and SEA where WhatsApp is the default support channel
- Service businesses taking bookings and enquiries over WhatsApp
- Teams replacing a shared phone or WhatsApp Business App with a proper multi-agent inbox
WhatsApp Business API vs. the free WhatsApp Business App
The free WhatsApp Business App works for a solo owner replying from one phone, but it caps out fast: it supports only a handful of linked devices, has no real ticket routing, no agent assignment, and no way to see who on your team answered what. There's also no programmatic access, so it can't connect to a helpdesk at all.
The WhatsApp Business API is the cloud-hosted version Meta built for exactly this problem. It connects through Meta directly or through a Business Solution Provider (BSP), and it's designed for multiple agents replying from the same business number at once. Bublly connects to the API, not the free app, which is what makes shared-inbox features — assignment, saved replies, workflows, and reporting — possible in the first place. If more than one person answers your WhatsApp today, the API is the right migration.
How does the shared WhatsApp inbox work?
Once your WhatsApp Business API account is connected from the integrations settings in your Bublly desk, every inbound WhatsApp message automatically becomes a ticket in your unified inbox — the same inbox where your email and website chat tickets already live. Nothing sits unread in a phone passed between shifts.
From there it behaves like any other Bublly ticket: assign it to an agent or a group, add internal notes visible only to your team, and hand it off mid-conversation without losing context. Agents type their reply in the Bublly desk and it's delivered back to the customer as a normal WhatsApp message — the customer never sees anything different on their end. Saved replies let agents answer common questions (order status, hours, return policy) in one click, and the same AI assistant that drafts replies and summarizes threads on email and chat works on WhatsApp conversations too. Every message is stored permanently on the customer's contact record alongside their tickets from other channels, so any agent can see the full relationship history before replying.
Getting WhatsApp Business API approval
Connecting the API involves a short Meta verification step: your business gets verified on Meta Business Manager, and the phone number you want to use (a new number or, in most cases, your existing business number) gets registered and its display name approved. This typically takes a few business days, not weeks, and it's a one-time setup rather than something you repeat per agent.
Bublly walks you through this during onboarding rather than leaving you to figure out Meta's developer console alone — from choosing a number to submitting the display name for approval to confirming the connection is live in your integrations settings.
Understanding WhatsApp message template categories and pricing
Every WhatsApp message you initiate outside an active customer conversation has to use a pre-approved template, and Meta sorts templates into four categories: utility (order updates, appointment reminders), authentication (OTPs and login codes), marketing (promotions, broadcasts), and service (a plain reply inside an existing support conversation). Meta reviews and approves each template before it can send.
Since Meta moved to per-message pricing on July 1, 2025, you're billed per delivered message in the category it falls under, at country-specific rates — not per 24-hour conversation window like the old model. The one major exception: service-category replies sent within 24 hours of the customer's last message are free, which covers the vast majority of everyday support replies. Bublly passes these Meta rates through with no markup on top. If you want the full rate breakdown and a cost-forecasting walkthrough, our WhatsApp Business API pricing guide on the blog covers India-specific rates in detail.
WhatsApp support is available on every paid Bublly plan, with per-message Meta costs billed separately at no markup. View pricing.
Replacing a shared WhatsApp Business App or a phone passed around the office? See how Bublly stacks up against other helpdesks for multi-agent WhatsApp support. See how Bublly compares.
Frequently Asked Questions
Since Meta shifted to a per-message pricing model on July 1, 2025, you're charged per delivered message — not per 24-hour conversation — based on template category: utility, authentication, marketing, or service, each with country-specific rates. The important exception for support teams: service-category replies sent inside the 24-hour window after a customer messages you are free, which covers most day-to-day support conversations. Only messages you initiate outside that window (reminders, broadcasts, re-engagement) incur the per-message template cost. Bublly does not add any markup on top of Meta's rates — you pay Meta's published price directly. For a full breakdown of India-specific rates and help forecasting monthly cost based on your message volume, see our WhatsApp Business API pricing guide on the blog.
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