Customer support teams
Run your WhatsApp support queue as a team, from one inbox
Connect the WhatsApp number your customers already message by scanning a QR code, let every agent reply from one shared inbox at the same time, and answer repeat questions with keyword auto-replies. AI replies are coming soon.
On this page
In short
Customer support teams use whatsappx.si to turn a WhatsApp number into a shared queue: every agent has their own login, each chat has one owner, and keyword auto-replies answer repeat questions. A REST API and webhooks are there if you want to connect the inbox to your helpdesk.
How do support teams use WhatsApp?
Customers treat WhatsApp like a direct line: a screenshot of an error, a question about an order, a follow-up on a ticket opened by email. When that number lives on one phone, one person is the bottleneck and nobody else can see what was promised.
whatsappx.si connects the number to a shared inbox in the browser. The simplest way is to scan a QR code, which links whatsappx.si as one of the account's linked devices, like WhatsApp Web (WhatsApp Help Center). Recent chat history syncs in. Teams that need Meta's official WhatsApp Business Platform can connect numbers that way too, with Embedded Signup inside the app. From there, support works like a queue: one list, search, unread counts, live updates and an owner for every chat.
What does a typical day look like?
The scenario below is an illustrative example, not a description of any real company.
Morning. A software company with a four-person support team has connected its WhatsApp Business number by QR code. The first agent on shift sees the overnight messages in one list: two login problems, a billing question and a photo of a damaged device. She assigns the billing question to the colleague who handles invoices and takes the login problems herself.
Midday. A keyword auto-reply answers messages containing "hours" or "status" with a link to the status page. For a password-reset question, the agent searches the team's knowledge base, finds the article the team wrote on resets, replies with the steps and marks the chat as read.
Afternoon. A webhook forwards every incoming message to the helpdesk, where a ticket is created or updated. When an engineer resolves the device issue, the helpdesk calls the whatsappx.si REST API to send a short update in the same WhatsApp thread.
Evening. The support lead, an admin in the workspace, checks that nothing is unread and every open chat has an owner. Agents were limited to their assigned chats, so nobody answered a customer twice.
Which whatsappx.si features matter for support teams?
One shared queue
All customer conversations in one list with search, unread counts, images and documents inline, and live updates.
Assignment and ownership
Assign a chat to one teammate so every conversation has an owner. Reassign when someone goes off shift.
Roles for agents, admins and owners
Agents see only their assigned chats. Admins manage the team. Invite by email with expiring links, resend or revoke.
Keyword auto-replies
Reply automatically when a message contains a keyword like "hours" or "status". Switch rules on or off and see how often each one ran.
A knowledge base for your agents
Write articles about your product once. Agents find the right answer by keyword search while they reply, so everyone gives the same answer.
REST API and webhooks for your helpdesk
Send messages from your own systems with an API key and forward incoming messages to your URLs, with in-app API docs and a live event stream.
Official Platform when you need it
Connect numbers through Meta’s WhatsApp Business Platform and sync message templates with Meta for business-initiated messages.
How do I set up a WhatsApp support queue?
Create a workspace and connect a number
Sign up with email or Google, create a workspace and connect your existing WhatsApp number by scanning a QR code. If the number is brand new, use it normally for 15 to 20 days first.
Invite agents and set roles
Send email invites to agents and support leads. Make leads admins. Agents see only their assigned chats a strict queue.
Add auto-replies and knowledge base articles
Create keyword auto-replies for the questions you answer every day, then write knowledge base articles your agents can search while they reply.
Connect your helpdesk with webhooks and the API
Point an outbound webhook at your helpdesk to create tickets from incoming messages, and use the REST API to send replies from it.
Work the queue
Assign each new chat to an owner, reply from the browser, and keep outbound messages to batches of 5 to 10 at a time, only to people who contacted you or opted in.
Which way should a support team connect WhatsApp?
| Feature | QR-linked number | WhatsApp Business Platform |
|---|---|---|
| Setup | Scan a QR code with the phone | Meta Embedded Signup and phone-number verification |
| Keeps the number customers already know | Yes | Meta offers coexistence for Business app numbers |
| Replying to customers who message you | Yes | Yes |
| Message templates approved by Meta | No | Yes |
| Messages outside the 24-hour window | Opted-in contacts only, in small batches | Approved templates only |
| Meta per-message fees | No | Yes |
| Best for | Small teams replying to inbound chats | Higher volume, templates and automation at scale |
How each connection type works on WhatsApp’s side, as of October 2026. Sources: WhatsApp Help Center (https://faq.whatsapp.com/378279804439436), Meta for Developers on coexistence (https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/onboarding-business-app-users/), templates (https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/overview) and pricing (https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing).
Can whatsappx.si replace my helpdesk?
Usually not, and it does not try to. whatsappx.si is a WhatsApp inbox for teams, not a ticketing system, and it has no built-in helpdesk or CRM integration. It offers a REST API (API keys, Bearer auth) to send messages and outbound webhooks that forward every incoming message to your URL. That covers the common pattern: your helpdesk receives each message as a webhook, creates or updates a ticket, and calls the API to reply. Keep your ticketing product for SLAs and reporting, and use whatsappx.si as the WhatsApp channel beside it.
Frequently asked questions
Can multiple people use the same WhatsApp Business number for support?
Can my WhatsApp Business account be banned for using third-party tools?
What is the 24-hour customer service window on WhatsApp?
Does WhatsApp Web work if my phone is off?
How do I connect WhatsApp to my helpdesk or CRM?
Do I need customer opt-in before sending WhatsApp messages?
Related
Feature
Shared inbox
Answer customer WhatsApp chats as a team: one shared inbox with search, assignment, unread counts and live updates. Connect by QR code or the official API.
Feature
Team collaboration
Let several people reply from one WhatsApp number at the same time. Assign chats, set owner, admin and agent roles, invite by email and run multiple workspaces.
Feature
Keyword auto-replies
Keyword auto-replies for WhatsApp: answer common questions instantly on the number you already use, with an on/off switch and a run count for every rule.
Feature
Knowledge base
Write your policies, prices and how-tos once as articles, then let every teammate find the right answer by keyword search while replying on WhatsApp.
Feature
API and webhooks
Send WhatsApp messages, list conversations and contacts, and receive incoming messages by webhook from your shared inbox. Bearer keys, signed webhooks, SSE.
Feature
Connect by QR code
Link the WhatsApp or WhatsApp Business number you already use by scanning a QR code, like WhatsApp Web. Recent chats sync and your team replies from one inbox.
Feature
Official WhatsApp Business Platform
Connect Meta’s official WhatsApp Business Platform inside whatsappx.si: Embedded Signup, number verification, several numbers and templates synced with Meta.
Blog
QR Linking vs the Official WhatsApp Business Platform
Two ways to bring a WhatsApp number into a team inbox: link it by QR code or connect it through Meta’s Cloud API. What each means and how to choose.
Bring your team into one WhatsApp inbox
Create a workspace, connect a number by QR code or the official API, and invite your teammates.