---
title: Whatsapp
slug: contact-center/whatsapp
docTags: 
createdAt: 2025-09-27T12:26:46.686Z
---

WhatsApp integration enables businesses to communicate with customers on the world's most popular messaging app. This allows for rich, asynchronous conversations, providing a convenient and personal channel for support, notifications, and sales inquiries.

# How It Works

An administrator integrates the company's WhatsApp Business Account with the system. When a customer sends a message to the company's WhatsApp number, a new ticket is created and routed to an available agent. The agent can then engage in a real-time or asynchronous conversation directly from their agent console.

### Use Cases

- **Conversational Support:** A customer initiates a WhatsApp chat to troubleshoot a product, sending messages back and forth with an agent over a period of time.
- **Appointment Reminders:** An automated message is sent via WhatsApp to remind a customer of their upcoming appointment.
- **Order Updates:** A customer receives proactive notifications on WhatsApp about their order status, from confirmation to delivery.

## Benefits

- **Enhanced Customer Convenience:** Allows customers to communicate using their favorite messaging app.
- **Rich and Personal Communication:** Supports a more conversational interaction style compared to traditional channels.
- **Asynchronous Communication:** Agents and customers can respond at their own pace, making it a highly efficient channel.

## Customer Feedback Collection via AMF (4.13.11+)

Starting from version 4.13.11, WhatsApp supports **customer feedback collection** through the Ameyo Messaging Framework (AMF). After a conversation is resolved, an automated feedback message (e.g., CSAT survey) can be sent to the customer over WhatsApp. Responses are captured and linked to the original ticket for reporting and quality analysis.

## Version History

| Version | Enhancement                                   | Release Notes                                         |
| ------- | --------------------------------------------- | ----------------------------------------------------- |
| 4.13.11 | WhatsApp customer feedback collection via AMF | [4.13.11 Release Notes](docId\:M_oiJjsZ_m17njlY0VSmS) |