The complete guide to WhatsApp customer support

Why WhatsApp is where your customers already are, how to set your business up properly, and how to answer in seconds instead of hours.

For many customers, WhatsApp is not one channel among many; it is the channel. They already use it with family and friends, it works on modest data plans, and voice notes let people explain a problem in their own words. A business that answers well on WhatsApp is a business that is easy to reach.

1. Use an official WhatsApp Business number

A personal WhatsApp account cannot be connected to a support desk, and messages sent from unofficial tools get numbers banned. Naamo connects through Meta's official WhatsApp Business Platform, in one of two ways:

• Sign in with Facebook from Naamo and choose the number — you can even keep using the WhatsApp Business app on your phone at the same time.
• Use a Twilio number — including a brand-new one you rent inside Naamo — which also lets Naamo answer WhatsApp calls once Meta enables calling for your business.

2. Know the 24-hour rule

WhatsApp lets a business reply freely for 24 hours after the customer's last message. After that, only pre-approved message templates can be sent — for example an appointment reminder or a satisfaction question. Naamo creates these templates for you in English and French when you connect, and falls back to them automatically when the window has closed.

3. Only message people who asked to hear from you

Customers who write to you first are fine. For anything you send first — reminders, follow-ups, broadcasts — make sure the customer agreed to it. It protects your number's quality rating, which decides how many people you can reach per day.

4. Answer in seconds, hand over in one click

• Teach Naamo your prices, hours, locations, and policies (see the knowledge guide).
• Let it answer the routine questions, book appointments, and open tickets.
• Every answer is checked against your knowledge before it is sent; anything it cannot back up goes to your team.
• Take over any conversation from the inbox — and if you reply from your phone's WhatsApp Business app, Naamo steps back for that customer.

5. Watch the right numbers

First-response time, the share of conversations Naamo resolves on its own, and the questions it could not answer. The last one is your to-do list: every gap you fill in the knowledge base is a question your team never types again.