Hand-over when it matters
When a customer asks for a person, or the agent cannot help, the chat switches to your team: the customer gets your hand-over message and the team is notified.
PW WhatsApp & SMS
Invoices, answers and reminders on WhatsApp and SMS
Suppliers send invoices on WhatsApp and they are read like your email inbox. An AI agent answers customer chats in Tamil, English, Hindi, Telugu, Kannada and Malayalam, and your workflows send alerts and reminders by WhatsApp or SMS.
- Six languagesReplies in the customer's language and script
- One shared inboxWhatsApp and SMS conversations for the whole team
- Included in selected plansRuns on your own WhatsApp Business number and SMS gateway
01Documents on WhatsApp
Invoices sent on WhatsApp, read like your inbox
Your WhatsApp number becomes another way in for documents. Nobody has to download a photo and forward it to email again. How documents are read and checked
- Suppliers send a photo or PDF of the invoice to your WhatsApp Business number
- Each file becomes a document like one from the email inbox: OCR, AI fields, checks and the review queue
- The sender gets one acknowledgement per batch, then a short reply once each document is read, or a request for a clearer photo
- Set the document type for WhatsApp, or let it be detected
- Document workflows can start from the WhatsApp source, just like the email inbox
02AI chat
An AI agent on your WhatsApp number
The agents you set up for calls also answer WhatsApp chats, with the same instructions, knowledge and tools. A burst of messages gets one reply, not one per message.
Replies in the customer's language and script
- தமிழ்
- English
- हिन्दी
- తెలుగు
- ಕನ್ನಡ
- മലയാളം
Gets things done in the chat
- Recognises the customer by number
- Reads out order status
- Raises tickets
- Schedules callbacks
- Books appointments
- Updates leads
04From your workflows
Send WhatsApp and SMS from any workflow
Two workflow steps, Send WhatsApp and Send SMS, work in document, supplier and call workflows. Template variables are filled from the data, such as {{data.invoice_number}}. See the messaging steps in workflows
Invoice mismatch
When an invoice does not match its purchase order, the supplier gets the differences on WhatsApp, with the original invoice attached as the template's document.
Payment reminder
A DLT-approved SMS template with the amount and due date filled in from your contact list or the invoice, sent through your own gateway.
Approval notice
Tell a supplier that their invoice was approved for payment, or that their onboarding is complete and they can start billing you.
Call follow-up
After an AI call, send what was agreed in writing, or a message instead when the call was not answered.
- Approved templates to start a conversation
- Original, Excel, CSV or JSON as the template's document
- Plain text right after the person wrote to you
05Campaigns
Campaigns on WhatsApp and SMS, as well as calls
Payment reminders, order confirmations or a festive offer: import a list once, then reach it on the channel that suits the message. Each contact shows its last message and why it was skipped or retried.
Choose the channel
Call, WhatsApp or SMS. For messages, pick an approved template and fill its variables from each contact, such as {{contact.name}} or an amount due from your import.
Opted-out people skipped
Anyone who replied STOP on that channel is skipped, with the reason shown against the contact.
Paced, timed and retried
Set messages per minute. Sending happens inside your workspace's calling window, and failed sends are retried up to the attempts you allow.
Replies answered
Delivered and read counts on the campaign; replies land in the shared inbox, and a WhatsApp campaign can have an AI agent answer them.
06Supplier onboarding
Supplier invites by WhatsApp or SMS
Reach suppliers on the app they already use. Add their mobile number and send the onboarding link on every channel you choose. See supplier onboarding
- Choose email, WhatsApp, SMS or all three for each invite, and again when you resend
- Your own templates for the WhatsApp and SMS invites, with the supplier's name and their personal link
- If one channel fails, the others still go out
- Every send is recorded in the supplier's history, with the channel
07SMS
SMS through the Indian gateway you already use
Connect your own account with any of these gateways, or any other through a custom HTTP API. SMS charges stay between you and your gateway.
SMS gateways
- MSG91
- Exotel
- Gupshup
- Kaleyra
- Fast2SMS (DLT route)
- 2Factor
- Route Mobile
- Infobip
- Twilio
Any other SMS gateway through the custom HTTP API, for example
- Airtel IQ
- ValueFirst
- Karix
- SMSCountry
08DLT templates
Register each template once
Add the template ID, sender ID, category and the text exactly as approved on DLT, with {#var#} where the values go. Every send fills the variables in order and passes the DLT template ID, sender ID and entity ID to your gateway.
- Service, transactional and promotional categories
- Send a test SMS before a template goes into use
- Delivery reports, where your gateway sends them, update each message's status
- Templates can be tied to one gateway account, or used with any
09Compliance
WhatsApp and SMS in India, by the rules
Meta's WhatsApp rules and India's SMS rules are strict. The product applies them where it can; some steps stay with you as the business sending. Check your templates, sender IDs and consent with your SMS gateway, Meta's policies and your legal team before you start live campaigns.
The 24-hour window
Free-form WhatsApp replies, from your team or the AI agent, are allowed only within 24 hours of the person's last message. After that, only an approved template can start the conversation again; the inbox offers the template picker for you.
Approved templates
Messages you start on WhatsApp use templates approved by Meta, listed from your account with their status. Marketing templates cost more than utility ones, and Meta may limit how many are delivered.
Opt-in first
Message people on WhatsApp only after they have agreed to hear from you there. Collecting and keeping that consent is your responsibility as the business sending.
Opt-out honoured automatically
STOP, UNSUBSCRIBE and the same words in Hindi and Tamil opt the person out of that channel at once, with a confirmation. Campaigns and workflow sends skip them; START subscribes them again. The words are yours to edit.
DLT for SMS
India requires your business (the principal entity), your sender IDs and every SMS template to be registered on a DLT platform. Messages must match the registered template exactly; sends carry the template ID, sender ID and entity ID.
DND and hours for promotional SMS
Promotional SMS may only go to numbers that are not on the DND (NCPR) registry, between 9 am and 9 pm. Use service or transactional templates for invoices, reminders and alerts.
10Setup
Four steps to your first message
No code. Everything is done in Conversations settings and Connections, with your own Meta and gateway accounts. Then send a test invoice photo, import your contacts and answer from the shared inbox.
- Step 01
Connect WhatsApp Cloud API
Add your number's phone number ID, WhatsApp Business account ID, a permanent access token and the app secret. Paste the callback URL and verify token shown in settings into your Meta app.
- Step 02
Connect an SMS gateway
Pick your gateway, or the custom HTTP API, and enter its keys, your DLT entity ID and your sender ID. The Test button checks it.
- Step 03
Register templates
WhatsApp templates are read from your Meta account with their approval status. Add your SMS templates with their DLT template IDs, exactly as approved.
- Step 04
Choose the chat agent
Pick the AI agent that answers WhatsApp chats, switch on AI replies and document intake, and set your hand-over message.
11FAQ
WhatsApp & SMS questions
Yes. WhatsApp runs on Meta's WhatsApp Cloud API, on your own WhatsApp Business number and WhatsApp Business account. Your workspace connects it with its own access token, and messages go between Meta and your workspace with no other provider in between.
WhatsApp & SMS is included in selected plans. Meta bills WhatsApp's own charges to your WhatsApp Business account, and your SMS gateway bills SMS to your account with them, at the rates you agree. Your plan covers AI chat replies: each reply the AI agent sends counts against the monthly allowance shown on the pricing page.
MSG91, Exotel, Gupshup, Kaleyra, Fast2SMS, 2Factor, Route Mobile, Infobip and Twilio have ready-made connections. Any other gateway, such as Airtel IQ, ValueFirst, Karix, SMSCountry, can be connected through the custom HTTP API: you set the URL, headers, body and how success and the message ID are read from the response. Delivery reports come back to a status URL shown in settings.
Photos and PDFs sent to your WhatsApp number become documents, read and checked exactly like documents from the email inbox, and they appear in your documents list with WhatsApp as the source. Their pages count against your plan's page allowance as usual. Document workflows can start from them, for example to match the invoice with its PO in your ERP.
Tamil, English, Hindi, Telugu, Kannada and Malayalam. The chat agent is one of your AI calling agents, so it uses the same instructions, knowledge and tools, and it replies in the customer's language and script.
No. The agents, contacts, orders and follow-ups are shared between calls and chats, but a plan with WhatsApp & SMS can set up agents for chat without making calls. Phone calls themselves need a plan with AI calling and an Exotel account.
Yes. A reply such as STOP or UNSUBSCRIBE, or the same in Hindi or Tamil, opts them out of that channel straight away and they get a short confirmation. Campaigns, workflow steps and replies from your team are then refused for that number on that channel, until they send START.