One desk, two channels
WhatsApp sits in the same shared inbox and the same thread as SMS, on your existing business number. It uses the WhatsApp Business Platform from Meta. A reply goes out on the channel the customer last used, and staff can switch a thread back to SMS.
What works today
- Receiving: text messages and photos with captions. We keep our own copy of each photo.
- Replying: text, photos and documents, from the portal, the API and the AI agent.
- Templates: send Meta-approved templates at any time from a template picker with fill-in fields. Templates are created and approved in Meta, not in BE Messaging.
The 24-hour rule
WhatsApp only lets you send a free-form reply within 24 hours of the customer's last WhatsApp message. After that, the desk won't send it. It asks you to pick a template and never quietly falls back to SMS.
What stays on SMS
Campaigns, inbound forwards, one-time codes and Shopify notifications go out as SMS.
Not handled yet
Voice notes, video, documents and locations sent to you are not handled.
Getting it set up
We connect it for you. There is no self-serve sign-up. Tell us the number and we link your WhatsApp Business number to your service number. WhatsApp is available on request, and we'll quote it with your plan.