WhatsApp-first contact center · US · Canada · EU · Africa
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whtapis.WhatsApp Business API
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Use cases

Six teams on the same four channels and one customer record.

Six teams, each with their own routing, dispositions, dashboards and AI agents — while the customer keeps one thread and one number.

Activate an account
How one conversation flowslive
Channels in
WhatsApp
WhatsApp Voice
SMS
Outbound dialer
whtapis core
teams, one record
identify · unifyroute · SLAclassify · AI
Where it lands
Queues
Agents
AI agents
CRM / ERP
One customer recordwrite-back to CRM
Direct marketingCampaigns people answerSegmented WhatsApp broadcasts with a reply path, click-to-call back, outbound dialling and one opt-out list across every channel.TemplatesProgressive diallerConsent ledgerRead the detail →SalesPipeline on the customer’s termsInbound calls land on the account owner, activity writes back to the CRM, and AI agents qualify and book meetings out of hours.Owner routingCRM write-backMeeting bookingRead the detail →Help deskTickets and calls in one threadSLA timers on the channel itself, knowledge-base answers from the AI agent, and escalation from chat to voice without a re-queue.SLA timersKnowledge baseChat to voiceRead the detail →Contact centersA full floor, WhatsApp-firstSkills routing, occupancy and adherence, wrap-up codes, whisper and barge-in, QA scoring — across WhatsApp, PSTN and VoIP alike.Skills routingWhisper & barge-inQA scoringRead the detail →E-commerceOrder status to reorderCatalogue, cart recovery, order tracking, delivery rescheduling and returns, connected to your storefront and ERP.Order lookupCart recoveryReturnsRead the detail →Customer operationsBack office in the loopOnboarding, KYC document capture, billing queries and appointments, with a timestamped audit trail per case.Document captureAppointmentsAudit exportRead the detail →
By sector

Real use cases, sector by sector.

71 use cases across 16 sectors, all on the same channels.

Banking & fintech

Card blocked or stolen
Customer calls from WhatsApp, identity checked, card frozen in one call.
WhatsApp callsAI agent
Loan application follow-up
Status updates and missing-document requests on WhatsApp.
WhatsAppSMS
Fraud alert confirmation
Suspicious payment flagged by SMS, confirmed by WhatsApp reply.
SMSWhatsApp
Collections and reminders
Payment reminders with a pay link, then a call if unpaid.
WhatsAppTelephony
OTP and login codes
One-time codes over WhatsApp, SMS as automatic fallback.
WhatsAppSMS
Branch appointment booking
Book, confirm and reschedule advisor meetings in the thread.
WhatsAppAI agent

Insurance

First notice of loss
Customer reports a claim with photos, AI opens the file.
WhatsAppAI agent
Claim status updates
Proactive updates at each step, no inbound chasing.
WhatsApp
Policy renewal
Renewal quote sent, customer calls back from the thread.
WhatsAppWhatsApp calls
Roadside assistance
Location shared on WhatsApp, tow dispatched, driver tracked.
WhatsAppWhatsApp callsTelephony
Quote and lead qualification
AI collects the details, the right broker calls back.
AI agentTelephony

Healthcare

Appointment reminders
Reminder, confirm or reschedule in one tap — fewer no-shows.
WhatsAppSMS
Teleconsultation by WhatsApp call
Patient joins from the app they already have.
WhatsApp calls
Lab results ready
Notification that results are available, secure link to view.
WhatsAppSMS
Prescription refills
Refill requests routed to the pharmacy queue.
WhatsAppAI agent
Patient hotline triage
AI triages symptoms, urgent calls go straight to a nurse.
TelephonyAI agent

Retail & e-commerce

Where is my order
AI answers order status from the store in seconds.
WhatsAppAI agent
Abandoned cart recovery
Reminder with the product card and a reply path.
WhatsApp
Returns and refunds
Guided return, label generated, refund tracked.
WhatsAppAI agent
Cash-on-delivery confirmation
Confirm the order before shipping, cut failed deliveries.
WhatsAppWhatsApp calls
Back-in-stock and promotions
Opt-in alerts and seasonal campaigns.
WhatsAppSMS
Personal shopper by call
Customer taps call for advice on a high-value purchase.
WhatsApp calls

Logistics & delivery

Delivery slot booking
Customer picks a slot before the driver leaves.
WhatsApp
Driver-to-customer calls
Masked WhatsApp call, no personal numbers shared.
WhatsApp calls
Failed delivery rescheduling
Missed drop triggers a reschedule message.
WhatsAppSMS
Proof of delivery
Photo and signature sent to the customer on delivery.
WhatsApp

Travel & hospitality

Booking confirmation
Itinerary, check-in and boarding info in one thread.
WhatsApp
Flight disruption
Delay alert and rebooking options pushed instantly.
WhatsAppSMSAI agent
Hotel concierge
Guests message or call reception from their room.
WhatsAppWhatsApp calls
Upsell before arrival
Room upgrade and transfer offers ahead of the stay.
WhatsApp
Multilingual reservations desk
Calls routed by language, AI answers FAQs.
TelephonyAI agent

Real estate

Property enquiry
Listing enquiry answered instantly, viewing proposed.
WhatsAppAI agent
Viewing reminders
Confirm, reschedule or cancel a visit.
WhatsAppSMS
Tenant maintenance requests
Photo of the issue, ticket raised, technician booked.
WhatsApp
Rent reminders
Due-date reminders with a payment link.
WhatsAppSMS

Automotive

Service booking
Book the next service, get a reminder the day before.
WhatsAppSMS
Test drive requests
Lead qualified, test drive booked with the dealer.
WhatsAppAI agent
Repair status and approval
Quote sent with photos, customer approves in the thread.
WhatsAppWhatsApp calls
Recall campaigns
Owners notified and booked in for the fix.
WhatsAppSMSTelephony

Energy & utilities

Meter reading submission
Customer sends a photo of the meter.
WhatsAppAI agent
Outage alerts
Area outage notified with restoration updates.
SMSWhatsApp
Bill explanation
AI explains the bill, agent takes the disputes.
WhatsAppAI agentTelephony
Technician appointments
Visit booked, ETA sent on the day.
WhatsAppSMS

Telecom & ISP

Plan upgrades
Usage-based upgrade offer, call to switch.
WhatsAppWhatsApp calls
Technical support
Guided troubleshooting, escalation to a live call.
WhatsAppAI agentWhatsApp calls
Top-ups and balance
Check balance and recharge in the chat.
WhatsAppSMS
Installation scheduling
Book the technician, get reminded, confirm on arrival.
WhatsAppSMS

Education

Admissions enquiries
Prospective students get answers and a call-back.
WhatsAppAI agentTelephony
Fee reminders
Tuition reminders with a payment link.
WhatsAppSMS
Parent notifications
Attendance, events and results to parents.
WhatsAppSMS
Student helpdesk
IT, library and exam questions handled by AI first.
WhatsAppAI agent

Public sector

Citizen information line
AI answers common questions around the clock.
WhatsAppAI agentTelephony
Appointment booking for services
Book slots for documents and permits.
WhatsAppSMS
Emergency and public alerts
Mass notification by SMS and WhatsApp.
SMSWhatsApp
Application status
Updates on a file without calling the office.
WhatsApp

Restaurants & food delivery

Table reservations
Book, confirm and manage the waiting list.
WhatsAppAI agent
Order by WhatsApp
Menu, order and payment in the chat.
WhatsApp
Rider-to-customer calls
Rider calls the customer without sharing numbers.
WhatsApp calls
Feedback after delivery
One-tap rating and complaint handling.
WhatsApp

BPO & outsourced contact centers

Multi-client queues
Separate queues, reporting and branding per client.
WhatsAppTelephonySMS
Outbound campaigns
Predictive dialer plus WhatsApp follow-up.
TelephonyWhatsApp
Overflow and after-hours
Take a client’s overflow and night traffic.
TelephonyWhatsApp callsAI agent
Quality scoring
Recordings and transcripts scored per agent.
TelephonyAI agent

SaaS & B2B

Demo booking
Inbound lead qualified and booked in the sales calendar.
WhatsAppAI agent
Customer onboarding
Step-by-step onboarding nudges and check-in calls.
WhatsAppWhatsApp calls
Renewal and churn save
Renewal alerts, account manager calls at-risk accounts.
WhatsAppTelephony
Incident notifications
Status updates to affected customers.
SMSWhatsApp

Local services

Booking for salons and clinics
Clients book and confirm in WhatsApp.
WhatsAppSMS
Home repair quotes
Photo of the job, quote sent, visit booked.
WhatsAppWhatsApp calls
Missed-call text-back
A missed call gets an instant WhatsApp reply.
TelephonyWhatsAppAI agent
Review requests
Ask happy customers for a review after the visit.
WhatsAppSMS

What every use case shares

Whichever team you start with, the platform underneath is the same — which is why the second rollout takes a fraction of the first.

One customer record
Every channel writes to the same profile, so history follows the customer between teams.
One queue engine
WhatsApp voice, WhatsApp chat, PSTN, VoIP and SMS routed against the same skills and priorities.
AI agents with guardrails
Scope, tone, escalation thresholds and the data each agent may read, set per team.
The same analytics
Identical metric definitions across teams, so cross-functional reporting actually reconciles.
Your systems of record
Salesforce, HubSpot, Dynamics, SAP, Zendesk, Shopify and anything with a REST endpoint.
Standalone or embedded
Run whtapis as the front end, or embed it in your CRM with the SDKs.
Markets

Built for operations that span businesses worldwide.

Per-country DIDs, local SMS gateways, language-aware routing and residency you choose per market.

USALocal DIDs, toll-free ranges, US data residency and English/Spanish routing.
EuropeGDPR-aligned processing, EU residency, per-country DIDs and multilingual queues.
AfricaWhatsApp-first deployments where voice minutes are costly, with local SMS gateways.
MoroccoArabic, French and English routing, local numbering and on-site teams.
Middle East & AsiaMultilingual routing, local numbering and residency chosen per market.
The teams who run it

Six operations, six kinds of working day.

The same platform sits behind all of them, but the people using it want very different things from it.

whtapis — person agent
Sales: reaching the buyer who asked.
whtapis — person agent
Support: closing the ticket in one thread.
Photo: back-office / operations team
Operations: processing with an audit trail.

Placeholder frames — drop your own photographs in. Each caption says what the shot should show.

One platform, six teams

The console every team shares.

Each team gets its own queues and dispositions on the same customer record.

app.whtapis.com/wallboard
whtapis
Inbox
Voice
Campaigns
Wallboard
Reports
Numbers
Team
Settings
JMJulie M.
Wallboard — all queueslive
WhatsApp chat9
WhatsApp voice4
SMS3
VoIP / DID3
Telephony1
Queueslive
SW Support · WhatsApp voice skills FR · EN — 6 waiting in SLA
SW Support · WhatsApp chat skills AR · FR — 8 waiting over SLA
SO Sales · outbound DID campaign Sept renew — 19 dialling in SLA
HD Help desk · overflow after-hours rule — 0 waiting idle
EO E-commerce · order status AI agent first — 31 handled AI agent
Channel mix · last 60 minutes
WhatsApp messages54%
WhatsApp voice24%
VoIP / DID14%
SMS8%
Floor status
SitesCasablanca · Paris · Toronto · remote
Longest wait00:42 in support AR
Interventions3 logged this hour

The floor view a supervisor keeps open all day. Every channel sits in the same queue model, so WhatsApp traffic is measured exactly like the phone lines.

Activate an accountTour the platform
Your accounts or ours

Bring your own, or we provide it.

Every connection can come from you or from us — and you can mix per country. Switch later without changing platforms.

Service
Bring your own
We provide it
WhatsApp Business Account
Connect your existing WABA and numbers
We create it under your Meta portfolio
SIP trunk
Point your carrier trunk at us, keep your rates
Our trunk, billed per minute
DID numbers
Keep your ranges, or port them in
Local numbers in most countries
SMS gateway
Plug in your gateway, sender IDs and rates
Our gateway, billed per message
PBX / telephony
Your PBX stays in place behind us
Cloud telephony, no hardware
CRM / ERP
Salesforce, HubSpot, Dynamics, SAP and more
Built-in customer record

Most customers mix: their own trunk in one country, our numbers in another.

Start with one team. Add the rest on the same platform.

Pick the operation that hurts most, run it on a free trial, and keep the configuration when you roll out the next one.

Activate an accountTalk to sales
GDPRISO 27001 alignedData residency EU · US · AfricaWhatsApp Business Solution Provider