Everything worth knowing, nothing that isn't.
The 24-hour service window
When a customer messages you, you can reply free-form for 24 hours without a template (from 1 October 2026 Meta bills service replies per message after a free tier of 1,000 service messages per business phone number per month); after that you re-engage with an approved template, billed per delivered message. This makes reactive support economical. See /answers/whatsapp-24-hour-window and /answers/what-is-conversation-pricing-whatsapp.
Rich, asynchronous conversations
Unlike a phone queue, WhatsApp support is asynchronous — the customer replies when convenient and keeps the full thread. Images, PDFs, and location sharing resolve issues faster than voice or email.
Automate, then hand off
A bot can answer FAQs, check order status, and triage 24/7, escalating to a human with full context when needed — cutting response times while controlling cost. See /answers/conversational-ai-voice for the voice equivalent.
Proactive updates via templates
Use pre-approved utility templates to open conversations for shipping updates, appointment changes, or renewal reminders, then let the customer reply within the window. See /answers/what-is-whatsapp-business-api.
Verified brand identity
An official WhatsApp Business account can earn the green verified badge, so customers trust that they are talking to the real brand — reducing impersonation risk. See /answers/what-is-whatsapp-bsp.