WhatsApp is where your customers already write — at 11:47 PM as at 8:12 AM. Plugging your Deep Agent Studio agent into it captures most support where read rates top 90%. Here is the exact walkthrough, no jargon.
Step 1 — Prepare a dedicated number
Reserve a number used only for support: never an executive's mobile, never a line shared with other uses. A dedicated number means a stable display name, clean history and full reversibility if you switch tools. Check it can receive SMS or a call: Meta will use it for verification.
- One number dedicated to support, nothing else
- SMS or call reception possible for verification
- Display name = your brand, photo = your logo
Step 2 — Create your WhatsApp Business account via Meta
Create a Meta Business account, register your company with official documents, then attach the WhatsApp number. Verification takes hours to days: plan for it, it's the project's only incompressible delay. Fill the profile carefully (description, hours, website): that's what customers see opening the chat.
Meta verification is the only delay you don't control: start it in week 1, even if your agent isn't ready.
Step 3 — Plug the number into Deep Agent Studio
In your bot's WhatsApp tab, connect the verified number and enable SMS for OTP codes: both channels work together (conversation on WhatsApp, proof by SMS). Send a first test message from your personal phone: the agent must answer with your brand, your tone, and classify your test request into the right intent.
Step 4 — Prepare your message templates
WhatsApp requires approved templates to message customers first (notifications, reminders). Get your two or three essential templates approved early: ticket confirmation, verification code, closure with summary. Keep them short, with amount, delay and ticket number as variables. Once the customer opens the exchange, conversation is free: that's where your agent shines.
Step 5 — Switch over gradually
Don't cut old channels on day one. Show the WhatsApp button on your site and invoices, handle 20% of requests there in week one, measure no-handoff resolution, then climb to 50, 80, 100%. Keep the web widget alongside: it catches visitors without WhatsApp and serves as a test bench for new intents.
- Week 1: visible button, 20% of volume, daily watch
- Weeks 2–3: 50% then 80%, tuning messages and thresholds
- Week 4: generalization, old channels winding down
FAQ
Is WhatsApp paid? Meta bills business-initiated conversations beyond thresholds; replies within the open window stay cheap. Price on your real volume, not averages.
What if Meta rejects verification? Fix the stated reason (documents, name, site) and resubmit: most rejections are incomplete paperwork, not substance.
Can I keep my current number? Yes if it can be dedicated to support and verified. Otherwise take a new one: a number change costs less than polluted history.
