Bring your agent to WhatsApp — two-way Business messaging, media, and the same brain that runs every other channel.
WhatsApp is where a huge share of customer conversations already happen, especially in Turkey. Connecting it puts your Vivollo agent right there: answering questions, looking up orders, and recommending products in the app your customers check all day.
How it connects
Vivollo connects to WhatsApp through Gupshup, a WhatsApp Business partner. In practice that means you'll bring a couple of credentials from your Gupshup account:
- Your Gupshup API key.
- Your app name (the app's identifier in Gupshup).
When you add the channel, Vivollo validates those with Gupshup, links your app, and pulls back the details it needs — including your WhatsApp number. From there, your agent can send and receive on WhatsApp.
WhatsApp messaging runs through a Business account via Gupshup, so you'll set up a Gupshup app first. If you don't have one yet, that's the one prerequisite — the rest is just pasting the credentials into Vivollo.
What it can do
Once connected, WhatsApp behaves like any other channel in Vivollo, with a few WhatsApp-specific touches:
- Two-way messaging — receive customer messages and reply, all driven by your flows and assistants.
- Media — customers can send images (great with Vision), and the agent can send media back.
- Burst handling — when a customer fires off several quick messages, the agent waits for them to finish and replies to the whole thing at once.
The 24-hour window
WhatsApp has a rule worth knowing: businesses can freely reply to a customer within 24 hours of their last message. After that quiet period, WhatsApp restricts what you can send to approved message templates. This is WhatsApp's policy, not Vivollo's — it exists to protect users from spam.
In day-to-day support it rarely gets in the way, since you're usually replying to an active conversation. Just keep it in mind when you think about re-engaging customers who've gone quiet for a day or more.
One brain, now on WhatsApp
The best part: you don't build a separate WhatsApp agent. The same knowledge, flows, and assistants that power your website chat now answer on WhatsApp too — and a customer who started on Instagram and continues on WhatsApp is recognized as the same person. Connect the channel, and your existing agent simply shows up where your customers are.