WhatsApp, in the same inbox as everything else
Kommio connects your WhatsApp Business number to a shared customer support inbox through Meta's Cloud API and a Meta app of your own. Customers message the number they know; your team answers from the inbox it already works from.
One conversation model, whatever the channel.
WhatsApp conversations sit in the same list as every other channel, with one owner and one history, so nobody asks the customer to repeat themselves.
What your agent sees
Messages arrive with the customer's WhatsApp profile name. Pictures, videos, voice notes, documents, locations and contact cards are attached; replies and forwards are marked. The composer shows when the 24-hour window closes, and each reply shows sent, delivered and read.
What your customer sees
They message your number as they would any business and see your reply in WhatsApp, with blue ticks when an agent opens the conversation. A bot's choices arrive as reply buttons or a list, and a satisfaction survey while the window is open.
Assignment and automation apply
Rules, SLA policies, assignment, agent bots and the AI agent apply. A chatbot flow's choices become reply buttons (up to three) or a list (up to ten). The customer writes first: bots and flows cannot start a WhatsApp conversation.
Reports count it
WhatsApp conversations count like every other channel's, with WhatsApp as its own slice of the channel mix and the inbox as a filter.
The facts that matter for WhatsApp.
The 24-hour customer service window
Meta lets a business answer within 24 hours of the customer's last message. The composer shows when the window closes. After that, and for a customer who has not written yet, only an approved template message reaches them.
One contact across WhatsApp and SMS
Customers are contacts with a phone identity, the same kind SMS uses, so a person who texts and messages on WhatsApp is one contact with one history.
What comes in
Text, pictures, videos, voice notes, documents, stickers, locations, contact cards, reactions, replies and forwarded messages. A click-to-WhatsApp ad or link is recorded on the conversation, so you know what brought them.
What goes out
Text up to 4,096 characters, pictures up to 5 MB, videos and audio up to 16 MB, and any other file as a document up to 100 MB with its file name. Larger files are refused with the reason.
Health every five minutes
Kommio checks the token, the number's quality rating and the webhook, warns a week before a token expires, and asks for a reconnect when Meta refuses it.
Going live with Meta
While your app is in development mode Meta gives you a test number that can message up to five listed numbers; that is enough to try Kommio. For real customers the app needs Business verification and the number's display name approved. Plan for this before going live.
Not yet. Kommio does not send template messages yet: a reply after the window is refused, with the reason, before it is queued. Template messages are a follow-up.
Built against Meta's documented APIs and verified live as workspaces connect their apps.
What you need to connect WhatsApp.
An administrator does this from Settings. Nothing to install on your side beyond what the channel's own platform asks for.
A WhatsApp Business Account and a Meta app
A WhatsApp Business Account with a phone number registered on the Cloud API, and a Meta app of type Business with the WhatsApp product added. A number used by the WhatsApp app must be migrated to the Cloud API first.
A permanent token and the app secret
A system user's permanent token with whatsapp_business_messaging and whatsapp_business_management, the phone number id, the account id and the app secret. Both secrets are stored encrypted and never shown again.
Test and go
Settings › Marketplace › WhatsApp Business › Install in this workspace. Paste the values, press Test connection, and Kommio points the app's webhook at the inbox. Message the number from WhatsApp and your reply comes back.
Step by step, with the exact fields and what to do when something does not arrive: WhatsApp Business: setup, what comes in and out, the window, troubleshooting.
Guide: WhatsApp Cloud API customer support, step by step
Coming from another help desk? Kommio as an alternative to Chatwoot, Zendesk, Intercom, Freshdesk or Help Scout, and what free help desk software really means.
Other channels
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