WhatsApp for your contact center

You need a verified business in Meta Business Manager, a phone number registered on the WhatsApp Business Platform, and a payment method on file with Meta. We link that number with CONTACT.WORK, configure queues and the AI agent, and help you get your first templates approved. From then on, customer messages go to your agents.

All of them: chats customers start, replies with photos, documents, and voice notes, utility, authentication, and marketing templates, AI agent replies, and chats that start from Click-to-WhatsApp ads. They all land in one queue, next to calls and your other channels.

Meta's customer service window opens when a customer messages or calls your number, and it resets with every message they send. While it's open, your staff and the AI agent may write in free form. Once it closes, you can only send an approved template until the customer writes again.

You can, with marketing templates sent to customers who opted in to hear from you on WhatsApp. US marketing messages may also fall under the TCPA and state laws, so get written consent, keep a record of it, and stop sending as soon as a customer asks. Treat this as an overview rather than legal advice.

Meta reviews every template before you can send it. We help you write them so the category and wording match Meta's rules, and we submit them during setup.

Yes. Meta supports running the WhatsApp Business app and the platform on one number. Chats from the last six months and your contacts can be synced when you connect, and after that messages from the app and from CONTACT.WORK show up in both places. Messages you send from the app stay free; messages sent through the platform follow Meta's API pricing. A few things change in the app once the number is connected: group chats don't sync, and calls, the catalog, quick replies, away messages, and broadcast lists are no longer handled there.

They can. A WhatsApp voice call to your business number comes into the CONTACT.WORK queue like a phone call: the right agent answers in the browser, the call is recorded, and it lands in the same history as the chat. Under Meta's calling rules, calls the customer starts are free. Calls your business starts are billed by Meta in six-second increments, at rates that depend on the destination country and your monthly minutes, and you need the customer's permission to call first.

You pay CONTACT.WORK and Meta separately. We don't charge licenses or fees per seat. WhatsApp setup, queues, and templates use hours from your support plan, Standard or higher. Extra development, like template sends triggered by a CRM we have no connector for, costs $60 an hour on Pro (8 hours a month at minimum) or uses some of Maxi's 40 included hours. Language model usage for the AI agent is charged per conversation. CONTACT.WORK prices exclude applicable taxes. Meta bills message fees directly to your WhatsApp Business account, and we add no markup. Messages customers send you are free. As of mid-2026, Meta's North America rate (US and Canada) is about $0.025 per marketing template and about $0.0034 per utility template, authentication template, or service message. Since October 1, 2026, service messages above 1,000 per business number per month are billable, and so are utility templates sent inside the 24-hour window. Utility and authentication get volume discounts. Check Meta's current rate card before you budget.

Pricing →

Customer messages to you are always free. Each business number gets 1,000 free service messages a month for replies inside the 24-hour window. When a customer starts a chat from a Click-to-WhatsApp ad, all messages in that conversation are free for up to 7 days, templates included.

Its replies inside the 24-hour window are service messages, billed by Meta the same way as a live agent's replies. Nothing else is added on Meta's side: the CONTACT.WORK AI agent runs on our platform, and its language model is billed by us.

Yes – a number per location or per brand is common, and the chats can be divided among teams. Meta sets how many numbers one business account can hold, and the limit grows after business verification. Meta counts the 1,000 free service messages separately for each number.

The full conversation with files and voice notes, the sender's number and WhatsApp profile name, which agent answered, and how the chat ended. All of it is saved to the customer's history and, if a CRM is connected, on the customer record.

That works, provided the server has an internet route to Meta's API. Conversation history then stays on your own infrastructure. A hybrid deployment works too.