WhatsApp can be your highest-converting channel — or a black hole for support tickets. The difference comes down to five setup decisions you make on day one.
WhatsApp is the most-used messaging app on Earth, and for many businesses it's the channel where their customers actually want to talk. But the WhatsApp Business API has sharp edges, and a bad first week can cost you your sender reputation for months.
Email is opt-out by default; WhatsApp is opt-in by law. Every conversation a business initiates with a customer must use a template message approved by Meta. Sending a marketing blast through your customer-care number gets your number rate-limited within hours.
The fix: use templates only for the categories Meta approves them for, and run all promotional sends from a separate Marketing-tier number.
When a customer messages you outside business hours, silence is the worst answer. Use Tickki's automated greeting + AI triage to acknowledge the message and either resolve it or set expectations on response time.
Meta's verification renews. Calendar a 60-day reminder to refresh business documents and display name. Numbers can drop verified status for trivial reasons; you don't want to find out during a launch.
The native WhatsApp Business app is fine for one person. The moment you have two agents, you'll have message collisions, lost context, and angry customers. Route everything into Tickki's shared inbox so you have assignment, internal notes, and history.
Free-form replies are only allowed within 24 hours of the customer's last message. After that, you're back to template messages. Build escalation workflows that respect this window — Tickki flags conversations as the deadline approaches.
Get these right and WhatsApp will quietly become the channel your team most enjoys working in.
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Getting StartedA walkthrough of every step a new Tickki customer takes — from sign-up to handling real customer messages — with realistic time estimates.