What you’ll need:

• A Kommo account (any plan or 14-day trial).

• WhatsApp Business app (version 2.24.17 or newer).

• A Facebook Business Portfolio (or create one during setup). See Meta’s guide for instructions.

• A phone number with a supported country code.

Keep in mind:

• Not supported in Nigeria and South Africa.

• New WhatsApp Business app accounts are not immediately eligible for. This feature is designed for businesses already actively using the app and looking to scale with new tools. We recommend using the WhatsApp Business app for a while before onboarding, as eligibility depends on tenure and messaging quality.

• Only chats that were active within the last 30 days will be imported. Each chat will include messages that are no older than 30 days.

WhatsApp Business lets you use the same phone number in both the WhatsApp Business app and WhatsApp Business Platform at the same time, giving you cost flexibility: API messages follow WhatsApp pricing, while messages sent via the WhatsApp Business app remain free.

Messages sync in real time – conversations from the app appear in Kommo, and messages sent from Kommo appear in the app – keeping one shared chat history.

Use cases

• Customer support teams – Manage daily interactions in the WhatsApp Business app while automating responses and CRM updates in Kommo via WhatsApp Business.

• E-commerce businesses – Engage with customers manually while using the API for order updates and marketing automation.

• Service providers – Communicate directly with clients via WhatsApp while integrating appointment scheduling and reminders through the API.

• Hybrid business models – Maintain seamless messaging between manual chats in the app and automated workflows in the API.

How does it work?

Messages follow separate rules depending on whether they are sent via the WhatsApp Business or the WhatsApp Business app:

What changes after onboarding?

The table below shows the features available to business customers using WhatsApp Business and any changes to the WhatsApp Business app after onboarding.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.