WhatsApp has 2 billion monthly active users. In the US, adoption is growing fast — especially among younger demographics and immigrant communities. For customer support teams, it's quickly becoming a channel they can't ignore. The problem: setting up WhatsApp Business API has historically been complicated and expensive.
WhatsApp Business vs WhatsApp Business API
The free WhatsApp Business app is for sole traders — one device, one user, no integrations. WhatsApp Business API is what you need for a customer support team: multiple agents, CRM integration, automated replies. It requires going through a Meta Business Solution Provider (BSP). FloatChat is a Meta Business Partner and handles the API setup for you.
What's included in FloatChat's WhatsApp integration
On every FloatChat plan (including free), you get two-way WhatsApp messaging in the unified inbox. Your agents see WhatsApp alongside live chat, email, and SMS in one screen. On Lite and above, AI Captain can auto-reply to WhatsApp messages using your knowledge base.
WhatsApp messaging costs explained
Meta charges per conversation (24-hour window), not per message. Rates vary by category: service conversations (customer-initiated) are cheaper than marketing conversations (business-initiated). FloatChat passes through Meta's costs at cost — we don't mark up messaging fees.
How to set up WhatsApp in FloatChat
1. In FloatChat dashboard, go to Channels → WhatsApp. 2. Click 'Connect WhatsApp Business'. 3. Log in with your Facebook Business Manager account. 4. Follow the Meta verification flow (usually 24-48 hours for new numbers). 5. Once approved, your WhatsApp number is live in your inbox.
What to watch out for
WhatsApp has a 24-hour messaging window: once a customer starts a conversation, you can reply freely for 24 hours. After that, you can only send pre-approved template messages. Always make sure customers are initiating the conversation first, or use approved templates for outbound.
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