--- title: "WhatsApp Business overview" slug: "whatsapp-business-overview" updated: 2026-07-23T12:15:13Z published: 2026-07-23T12:15:13Z canonical: "support.kommo.com/whatsapp-business-overview" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.kommo.com/llms.txt > Use this file to discover all available pages before exploring further. # WhatsApp Business overview > [!NOTE] > **What you’ll need:** > > - Any **Kommo plan** (Base, Advanced, Pro, Enterprise, or a 14-day trial). > - WhatsApp Business integration installed and connected to your number. Learn how to set it up in [this guide](/resources/docs/whatsapp-business-app-connect). > - A payment method added to your WhatsApp Business account in Meta. [Learn how to do it here](https://www.facebook.com/business/help/488291839463771). > > **Keep in mind:** > > - Templates must be **approved** by Meta. > - Only **Admins** can create, edit, or delete chat templates in Kommo. > - Authentication templates are not currently available in Kommo. > - Templates can't be edited after submission or after sending. > - Meta may charge for WhatsApp template messages. Learn more about pricing rules in [this article](/resources/docs/updated-pricing-rules-for-whatsapp-business). > - Feature availability and limits may vary by [Kommo plan](/resources/docs/kommo-subscription-plans-overview). WhatsApp Business is Kommo’s official integration for managing WhatsApp conversations inside your workspace. Connect your account to Kommo so your team can reply to messages, view chat history, assign responsible users, and keep every conversation linked to the right lead and sales process. WhatsApp Business integration also helps you manage more conversations with less manual work. You can send bulk messages, build automated flows with Salesbot, use AI agents to handle conversations and consult clients, track performance, and more. ## Use cases - **Manage conversations** — Keep every WhatsApp conversation connected to the right client, with the full communication history in one place. - **Automate communication** — Use Salesbot and AI agents to answer questions, collect information, classify leads, and move conversations forward automatically. - **Send interactive messages** — Go beyond text with buttons, swipeable cards, and interactive forms that help clients respond faster and complete actions without leaving WhatsApp. - **Reach many people at once** — Use broadcasts to send updates, newsletters, promotions, and follow-ups to selected groups of clients. - **Share products** — Connect your WhatsApp catalog to send individual items, product sets, or the full catalog directly in a conversation. - **Track performance** — Monitor deliveries, reads, replies, clicks, template performance, and messaging costs to understand what works best. ## WhatsApp Business features in Kommo With the WhatsApp Business integration, you can manage conversations, automate replies, send messages at scale, and track performance without leaving Kommo. | Feature | What you can do | | --- | --- | | [**Chats**](/resources/docs/whatsapp-business-overview#manage-whatsapp-chats-as-part-of-your-sales-process) | Manage WhatsApp conversations, view the full chat history, assign conversations, and create tasks without leaving Kommo. | | [**Templates**](/resources/docs/whatsapp-business-overview#continue-whatsapp-conversations-with-approved-templates) | Start new conversations or reconnect with clients using Meta-approved WhatsApp messages. | | [**Bots**](/resources/docs/whatsapp-business-overview#automate-whatsapp-conversations-with-salesbot) | Automate conversations to answer questions, collect information, share products, and guide clients through the next steps. | | [**AI agents**](/resources/docs/whatsapp-business-overview#handle-whatsapp-conversations-with-an-ai-agent) | Reply to incoming messages automatically using information about your business. | | [**Catalog**](/resources/docs/whatsapp-business-overview#share-products-through-whatsapp) | Share individual products, product sets, or your full product catalog in WhatsApp. | | [**Broadcasts**](/resources/docs/whatsapp-business-overview#send-bulk-messages-through-whatsapp) | Send updates, promotions, reminders, and other messages to multiple clients at once. | | [**Interactive messages**](/resources/docs/whatsapp-business-overview#send-interactive-messages-through-whatsapp) | Use lists, carousels, and flows to help clients choose options, fill in forms, and complete actions more easily. | | [**WhatsApp Business app sync**](/resources/docs/whatsapp-business-overview#use-kommo-with-the-whatsapp-business-app) | Use the same WhatsApp number in both Kommo and the WhatsApp Business app while keeping supported messages synchronized. | | [**Analytics**](/resources/docs/whatsapp-business-overview#track-whatsapp-performance-and-costs) | Track message performance, engagement, and messaging costs to measure your results. | ## Manage WhatsApp chats as part of your sales process When a client messages you on WhatsApp, their conversation appears in Kommo and is linked to their profile. From the Kommo chat, you can send and receive: - Text and voice messages - Images and videos - Documents and other files Your team can reply, view the full conversation history, assign a responsible user, create tasks, and book appointments directly from the chat. This saves time and makes it easier to move the sales process forward based on the client’s responses. ![Chat interface showing conversation details and follow-up reminders for Emily Carter.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/whatsapp-chat-en-1.png) [Learn more about chats in Kommo](https://kommo.document360.io/docs/chat-inbox-overview). ## Continue WhatsApp conversations with approved templates According to Meta’s rules, when a client messages you on WhatsApp, a 24-hour service window opens. During this time, you can reply with regular messages. Once this window closes, you need to use an approved WhatsApp template to continue the conversation. You also need a template when you want to message a client first. A WhatsApp template is a pre-written message that Meta reviews before you can send it. You can use templates to: - Follow up with a client - Confirm an appointment - Send an order update - Share a promotion - Reopen an inactive conversation You can create WhatsApp templates, submit them to Meta, and track their approval status directly in Kommo. Learn more about WhatsApp message templates. ## Automate WhatsApp conversations with Salesbot Salesbot is a no-code tool that helps you automate WhatsApp conversations. When a client messages you, it can greet them, ask questions, and save their details in Kommo. Based on their answers, Salesbot can qualify the lead, move it through the pipeline, and assign the conversation to the right team member.![Flowchart illustrating a welcome bot's message options and user interactions.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/salesbot-en(1).png) [Learn how to create a Salesbot in Kommo](https://kommo.document360.io/docs/create-a-salesbot-in-kommo). ## Handle WhatsApp conversations with an AI agent Kommo's AI agent can automatically handle incoming WhatsApp conversations and consult clients. Unlike Salesbot, an AI agent does not follow a fixed flow. It learns from your business information and responds based on the client’s question and the context of the conversation. It can answer questions, explain products or services, help clients choose an option, and handle common sales or support requests. You can also create multiple AI agents for different purposes, such as sales, bookings, or customer support. When needed, an AI agent can pass the conversation to a team member. ![AI agent actions for language school sales assistant, including client inquiries and responses.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/ai-agent-en(1).png) [Learn more about Kommo AI agents](https://kommo.document360.io/docs/kommo-ai-agent). ## Share products through WhatsApp You can connect your WhatsApp catalog to Kommo and share products directly in client conversations. Send a single product, a product set, or your full catalog. Clients can view product details and open the product page without leaving WhatsApp.![Mobile app showcasing various art supplies and product collections for creative enthusiasts.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/wa-catalog-en.png) [Learn how to connect and send your catalogs through WhatsApp Business](https://kommo.document360.io/docs/whatsapp-catalogs). ## Send bulk messages through WhatsApp Broadcasting allows you to send the same WhatsApp message to multiple clients at once. Each client receives the message privately in their own chat and cannot see the other recipients. You can use broadcasts for reminders, announcements, newsletters, promotions, product launches, and follow-ups. After sending a broadcast, the report shows how many messages were delivered, read, answered, or failed. ![Overview of a WhatsApp Business campaign with recipient activity statistics and lead details.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/broadcasting-stats-en.png) [Learn more about broadcasting](https://kommo.document360.io/docs/broadcasting-overview). ## Send interactive messages through WhatsApp With WhatsApp Business integration, you can send interactive messages to make it easier for clients to choose an option, browse content, or submit information. The following types are available in Kommo: - **List messages** show a menu of options. - **Carousels** show swipeable cards with images, descriptions, and buttons. - **Flows** open forms inside WhatsApp for bookings, registrations, questionnaires, and feedback. ![Luxe Spa message inviting booking with details for treatment and contact information.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/flow-templates-en.png) Learn more about [list](https://kommo.document360.io/docs/create-a-list-message-in-whatsapp-business), [carousel](https://kommo.document360.io/docs/manage-carousel-templates-with-whatsapp-business), and [flow](https://kommo.document360.io/docs/manage-flows-templates-with-whatsapp-business) messages. ## Use Kommo with the WhatsApp Business app You can use the Kommo integration together with the WhatsApp Business app. Messages stay synchronized between both platforms, so you can reply from the app while using Kommo for teamwork, lead management, Salesbot, AI agents, and broadcasts. [Learn how to manage WhatsApp chats in both Kommo and the app](https://kommo.document360.io/docs/whatsapp-business-app-connect). ## Track WhatsApp performance and costs Kommo includes WhatsApp analytics that show how your messages perform and how much they cost. The reports include two main views: - **Templates** — See how many messages were sent, delivered, read, and answered. You can also review button clicks and template costs. With the Marketing Messages API, additional results such as purchases and items added to cart may be available. - **Messages** — See how many messages were sent and delivered during a selected period. These reports help you compare templates, improve campaigns, plan your budget, and understand which messages get the best response. [Learn more about WhatsApp stats in Kommo.](https://kommo.document360.io/docs/track-your-whatsapp-results-with-analytics) ## Related - [Connect WhatsApp Business to Kommo](/connect-whatsapp-business-to-kommo.md) - [Connect WhatsApp Business app to Kommo](/whatsapp-business-app-connect.md) - [Create and manage WhatsApp Business message templates](/manage-whatsapp-business-message-templates.md) - [Testing the WhatsApp Business integration](/testing-the-whatsapp-business-integration.md)