WhatsApp automation for sales and customer service.
Automate WhatsApp replies, qualify leads and follow up with customers from one shared inbox, using the business number you own.
What this channel adds
WhatsApp automation helps a business answer customer questions, collect the details needed for a sale, and follow up on an agreed next step. Otobiz connects your own WhatsApp Business Account to a shared inbox, uses your business information for AI replies, and applies your review rules to scheduled messages, campaigns and supported actions.
What customers can do on WhatsApp
Start with the jobs that matter in a real conversation.
One inbox for every WhatsApp thread
Incoming messages land in a shared inbox as they arrive, one thread per customer, with the contact record and past conversations beside the message. Your team assigns, snoozes, and leaves internal notes without anyone replying twice.
- Every WhatsApp thread in the shared inbox
- Assignment, statuses, and private notes for the team
Answers from your own information
AI agents answer from what you connect: your knowledge base, uploaded documents, website, and the customer's order and conversation history. Each reply keeps its sources, so the answer can be checked when needed.
- Answers tied to your knowledge base, website, and Q&A pairs
- The customer's own order history used when they ask about an order
Review higher-impact sends before they go
Campaigns, scheduled sends, reminders, and actions that change another system follow the review rules you set. When review is required, your team sees the exact message, images, links, and product before it goes out. An edit needs a fresh review.
- Choose which sends need review
- Review the complete message before it goes out
More on WhatsApp
Message templates, submitted and tracked here
Draft a template, submit it to Meta for review, and watch its status without leaving Otobiz. Marketing, utility, and authentication categories are all supported, along with media headers, footers, buttons, carousels, and limited-time offers.
Broadcasts that check consent first
A broadcast resolves an audience from your segments, screens every recipient for consent and suppression, paces the send, and reports per recipient. Contacts who never opted in are excluded with a reason you can read, not silently dropped.
Rich messages, not just text
WhatsApp supports more than a paragraph, and Otobiz sends formats customers can act on: reply buttons, single-select lists, call-to-action links, product and catalog messages, and WhatsApp Flows you published in Meta's Flow Builder.
Ad clicks that arrive as conversations
When a click-to-WhatsApp ad starts a chat, Otobiz captures the ad that produced the click and attaches it to the contact and conversation. You can segment on it later, and report a lead or purchase back to Meta for campaign reporting.
Voice calls on your WhatsApp number, Soon
WhatsApp Business Calling lets a customer call the same number they message, and lets your team call back inside the same thread. The call sits next to the conversation that produced it, so whoever picks up has the history.
What it takes to connect
Connecting runs through Meta inside Otobiz. You sign in to the Meta account that owns the business, then choose or verify the number. The WhatsApp Business Account and number stay yours, and disconnecting leaves them with you.
- A Meta Business account, or an owner willing to create one during signup
- A new number that can receive a verification code, a number on the WhatsApp Business app, or one released by another provider
- Someone with full control of that Meta business to finish connecting
Before you connect
- The 24-hour customer service window
- Meta allows free-form messages during the 24-hour window opened or reset by the customer's message or call. Outside the window a free-form send is blocked before it leaves, with the reason recorded so you can see it. An approved template is the only way through.
- Templates need Meta's approval
- Anything sent outside the window is a template Meta reviewed first. Review takes as long as it takes, templates can be rejected, and an approved template can be paused later if recipients report it. Otobiz shows the status and the rejection reason, and cannot shorten the review.
Full setup details
Business verification with Meta, if you want higher messaging limits
At least one approved message template, for anything sent outside the 24-hour window
A written opt-in for marketing messages, captured before you send them
Marketing needs a real opt-in
Otobiz will not send a marketing template to a contact with no consent record. An uploaded list with no opt-in basis is excluded from the audience, with the reason shown next to it.
Meta sets the message rate, not Otobiz
Your business covers Meta's usage charges separately from the Otobiz subscription. Cost depends on billable deliveries, message category, recipient market and the pricing rules in effect. Use the applicable rate card and invoice for the amount owed; delivery receipts provide billing classifications, not a final currency amount.
Choose the numbers your branches need
You can connect multiple WhatsApp numbers for the same business and choose which branches each serves. One number can serve several branches; a separate number per outlet is optional. Meta's account limits and each number's eligibility still apply.
Meta's messaging limit tiers still apply
Meta limits how many unique customers a business portfolio can reach outside customer service windows in a moving 24 hours. The allowance is shared across its phone numbers. Check the current limit and scaling eligibility in WhatsApp Manager before planning a campaign.
Questions buyers ask
What can I automate on WhatsApp with Otobiz?
You can answer routine questions from your business information, collect customer details, and prepare follow-ups in a shared inbox. Campaigns, scheduled messages and supported actions follow your review rules. Confirm the required connection before relying on an appointment, order or other record from another system.
Do I need the WhatsApp Business app or the API?
The Business app can suit a small team that answers manually from a phone and linked devices. Otobiz uses the WhatsApp Business Platform API for a shared inbox, AI replies and controlled follow-ups. API access alone does not include those tools; they come from the software connected to it.
Who pays Meta for the messages?
Your business covers Meta's usage charges separately from the Otobiz subscription. Cost depends on billable deliveries, message category, recipient market and the pricing rules in effect. Use the applicable rate card and invoice for the amount owed; delivery receipts provide billing classifications, not a final currency amount.
Do I need my own WhatsApp Business Account?
Your business owns the WhatsApp Business Account, number and approved templates connected through Meta. Consent records are stored separately in Otobiz. Check how to retain those records and complete the number-migration steps before changing providers.
Ready to put this to work?
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