WhatsApp that talks to your systems, not just your customers

WhatsApp Business messaging has rules set by Meta, and a good build is shaped by them from day one. In short: you need the customer's opt-in before you message them. A conversation a customer starts opens a customer service window, and while it is open you can reply with free-form messages. Outside that window, you can only send pre-approved message templates, and each template is reviewed by Meta and falls into a category such as utility, marketing or authentication. Pricing and category definitions change over time, so we point you to Meta's current pages instead of repeating figures here.

These rules decide what is possible. A shipping notice is a utility template that can be sent after an order. A promotion is a marketing template and needs a clear opt-in. A customer asking a question starts a window, and the bot or an agent can answer freely for as long as it lasts. We write the templates, capture consent at checkout or on the contact form, and store the proof. You connect through Meta's Cloud API or through a business solution provider, whichever fits your volume and support needs, and we work with either. We make no claim of special status with Meta.

The value is in the wiring. Salla and Zid both publish developer documentation and send webhooks when an order is created, paid, shipped or cancelled. We subscribe to those events, look up the order, and send the matching template with live fields. In the other direction, a customer who writes asking where their parcel is gets the tracking link pulled from the store without anyone opening the admin panel.

The CRM and the ERP close the loop. Each new WhatsApp contact is matched to a CRM record by normalized phone number, created if missing, and every message summary is logged on the timeline so the sales team sees the history. For B2B customers, the ERP supplies the invoice status, outstanding balance or delivery note, and the assistant can send a payment reminder or a statement on request. Where the order data also feeds e-invoicing, that stays in the ERP and your ZATCA flow, not in the chat. We scope each connector from the vendor's own API documentation, and tell you early if a field you want is not exposed.

A WhatsApp bot should do a few things well and step aside for the rest. We start with the questions that fill the inbox: order status, delivery windows, returns, opening hours and quote requests. Anything involving a complaint, a payment dispute or a request for a person goes to the shared inbox with the transcript attached. The language layer reads Gulf Arabic, mixed Arabic and English, and shortened spelling, using the same approach as our Arabic NLP work.

Phone numbers, names and order histories are personal data under the Personal Data Protection Law. You need a lawful basis, a retention period for message logs, and a way to handle access and deletion requests. We set retention in the integration layer, keep opt-in proof separate from chat content, and avoid sending sensitive data through messages when a secure link will do. A first flow on one channel and one store takes three to six weeks. Adding the CRM, ERP and several bot flows takes eight to twelve.