Question 1

What is WatMark?

Accepted Answer

WatMark is a WhatsApp Business communication platform that helps teams manage customer conversations, campaigns, and messaging from one place — with shared inbox, internal team chat, dashboard, tags, assignment, task boards, support tickets, quick replies, bulk campaigns, campaign analytics, automation, Meta leads, Click-to-WhatsApp ads, a website widget, commerce, quotations, invoices, appointments, scheduling, multiple numbers, templates, AI-assisted replies, translation, and notification alerts.

Question 2

Do I need WhatsApp Business?

Accepted Answer

WatMark connects through the WhatsApp Business Platform / Cloud API. You will need a WhatsApp Business number set up for platform use. Supported numbers can also use WhatsApp Coexistence with the WhatsApp Business App where available.

Question 3

Can multiple employees use WatMark?

Accepted Answer

Yes. WatMark is built for teams. Multiple employees can work from a shared inbox, with conversation history visible to the people assigned to handle each conversation.

Question 4

Can employees discuss a customer without the customer seeing it?

Accepted Answer

Yes. Shared team internal chat is separate from the customer's WhatsApp conversation. Employees can message each other or a group, @mention a teammate, leave an internal note, share a file, reply in a thread, search, and pin a message. A mention sends a notification. Inside a customer conversation, an employee can add an internal note such as @Accounts Can you check this customer's payment? or @Alex Please check delivery status. The customer does not see that note, and the mentioned teammate can take action from the notification.

Question 5

Can I assign conversations to employees?

Accepted Answer

Yes. WatMark can auto-assign new chats with round-robin or least-loaded rules using agent tags. Rules run on the server, so chats are assigned even when nobody has the app open.

Question 6

How do tags work?

Accepted Answer

Tags help you categorize conversations and control which employees can see and handle them. Example tags might include Sales, Support, VIP, or New Lead — these are examples you define for your business, not fixed system labels.

Question 7

Does WatMark include a dashboard?

Accepted Answer

Yes. The team dashboard shows unread chats and messages, delivery, campaign sends, template health, agent activity, and overdue task reminders so you can see what needs attention.

Question 8

Can I continue using WhatsApp Business App?

Accepted Answer

Where WhatsApp Coexistence is supported for your number, you can keep using the WhatsApp Business App while connecting that number to WatMark. Not every Business App capability is available through the Cloud API.

Question 9

What is WhatsApp Coexistence?

Accepted Answer

WhatsApp Coexistence allows supported WhatsApp Business numbers to remain usable in the WhatsApp Business App while also connecting to a business platform like WatMark. Availability depends on Meta support for your number and region.

Question 10

Can I turn WhatsApp chats into tasks?

Accepted Answer

Yes. You can create tasks from conversations and track follow-ups on a shared team board with stages such as Pending, In Progress, and Completed. Overdue work is highlighted so nothing slips. The same Tasks area can also open a support ticket from the chat.

Question 11

Can I create a support ticket from a WhatsApp chat?

Accepted Answer

Yes. An employee can click Create Ticket on a conversation. The ticket has an ID, customer, category, priority, assigned employee, and status. Status moves through Open, Assigned, In Progress, Waiting for Customer, Resolved, and Closed. It can also hold an SLA, internal notes, attachments, a related order, a related invoice, and a resolution. A high-priority ticket can require a response within 30 minutes, and WatMark shows the time remaining or that the SLA is breached. Internal notes are visible only to employees. The ticket view shows open tickets, high priority, SLA breached, waiting on the customer, and resolved today.

Question 12

Can I save quick replies?

Accepted Answer

Yes. Your team can create named shortcuts for common WhatsApp replies, then insert them in conversations. Quick replies can be added, edited, or deleted anytime.

Question 13

Can I send WhatsApp campaigns?

Accepted Answer

Yes. You can send outbound bulk messages using approved WhatsApp templates, personalize them for each recipient, and target tagged audiences through WatMark campaigns.

Question 14

Can I see business results for a campaign?

Accepted Answer

Yes. Campaign analytics follows a send from delivered and read through replies, leads, customers, and revenue. The same view shows failed messages, campaign cost, cost per lead, conversion rate, ROI, and how many leads each employee generated.

Question 15

Does WatMark include automation?

Accepted Answer

Yes. You can automate product, offer, and shipping-update messages with approved templates instead of forwarding them one by one. Automated sends still follow WhatsApp’s messaging rules.

Question 16

What are Meta leads?

Accepted Answer

A Meta lead is a person who fills out a form on a Facebook or Instagram ad. WatMark syncs those forms from your connected Meta account so your team can search each person and move them from a new lead to converted. WhatsApp Commerce is separate: it lets you share catalogs, product details, and payment requests in the same chat.

Question 17

What happens when someone clicks a Facebook or Instagram ad to WhatsApp?

Accepted Answer

WatMark opens that chat as a lead and records the campaign, ad, ad set, customer, phone number, message, lead source, assigned employee, and the date and time. A patient who comes from Facebook → October Dental Campaign is stored as lead source Facebook Ads, campaign October Dental Offer, ad Free Consultation, assigned to Sarah. You can then see that the campaign generated 84 leads and 17 customers.

Question 18

Can I add a WhatsApp button to my website?

Accepted Answer

Yes. The WatMark website widget is a chat button you place on your site. It is not only a link to WhatsApp. When a customer visits a page such as /dental-implants and clicks Chat with us on WhatsApp, WatMark records the website, the page, the click, the WhatsApp conversation, the lead, and the sale. The employee sees Source page: Dental Implants, so they know what the customer was reading. You can set the position, icon, greeting, employees, department, working hours, offline message, and a pre-filled message such as “Hi, I'm interested in your dental implant treatment.” Outside working hours, the widget shows the offline message instead of opening WhatsApp.

Question 19

Can I send a quotation or invoice on WhatsApp?

Accepted Answer

Yes. An employee can create a quotation from the customer conversation — the customer, products, quantities, prices, VAT, and total — then send it on WhatsApp. The customer receives the total with View Quotation, Accept, and Pay. Status moves from Draft to Sent, Viewed, and Accepted or Rejected. An accepted quotation becomes an invoice with a PDF, invoice number, amount, due date, and a payment button. That invoice connects to a payment link and a payment gateway, then to Paid and a receipt. The quotation, invoice, and payment stay linked to the same customer conversation.

Question 20

Can customers book an appointment on WhatsApp?

Accepted Answer

Yes. You set services with a duration and price, and staff working days, breaks, and holidays. A customer chooses a service, a preferred employee, a date, and an open slot, then confirms and pays when that service requires payment. The confirmation message includes View Booking, Reschedule, and Cancel. Reschedule and cancel stay available until the cancellation period you set. A booking buffer keeps the next slot from starting on top of the one before it.

Question 21

What happens after a customer books?

Accepted Answer

Booking is the appointment the customer creates. Scheduling is the sequence WatMark sends around it. A confirmation goes out when the booking is created. Reminders go out 24 hours before and 2 hours before. After the appointment, WatMark can ask for feedback, follow up on a no-show, and send another follow-up 7 days later. From the reminder, the customer can confirm, reschedule, cancel, ask for the location, or contact the business.

Question 22

Can I connect more than one WhatsApp number?

Accepted Answer

Yes. WatMark supports multiple WhatsApp Business number connections so you can keep support, sales, or brand lines in separate inboxes on the same platform.

Question 23

What is the source of WhatsApp API integration?

Accepted Answer

WatMark connects through the WhatsApp Business Platform / Cloud API. Businesses typically work with an approved WhatsApp Business Solution Provider to set up and manage that connection. WatMark is built on this official platform.

Question 24

How many team members can I add?

Accepted Answer

Starter includes 5 users. Business and Enterprise include unlimited team members, so you can add as many people as your operation needs.

Question 25

How can I get the WhatsApp Business verified green tick?

Accepted Answer

The green tick appears for businesses granted Official Business Account (OBA) status on WhatsApp. On a paid WatMark subscription, we can apply for the green tick on your behalf at no extra WatMark fee. WhatsApp makes the final decision based on factors such as brand credibility, public presence, and domain reputation. A typical review takes about 3 business days. Approval or rejection does not affect your ability to use WatMark. Connect with support to request an application.

Question 26

What number can I use on WatMark?

Accepted Answer

You can use any valid number that can receive an OTP by SMS or voice call — a virtual number or a regular SIM. If you already have a WhatsApp API number with another provider, it can be migrated to WatMark.

Question 27

Can teams use WatMark in different countries?

Accepted Answer

Yes. WatMark is for teams wherever WhatsApp Business Platform messaging is available. Messaging still has to follow WhatsApp’s policies for your country.

Question 28

Are Meta messaging charges included?

Accepted Answer

No. WatMark subscription pricing is separate from Meta WhatsApp messaging charges. Messaging costs are billed according to Meta’s pricing for your use case and region.

Question 29

Does WatMark provide APIs and webhooks?

Accepted Answer

Yes. WatMark can exchange WhatsApp events and messages with your existing business software through APIs and webhooks.

Question 30

Can AI automatically reply to customers?

Accepted Answer

No. WatMark generates suggested replies and conversation insights based on conversation history for employees to review, edit, and send. AI does not automatically send replies to customers. You can turn AI on or off in Settings.

Question 31

Does WatMark notify me about new messages and reminders?

Accepted Answer

Yes. In Settings you can play a notification sound for incoming messages and due reminders, choose an alert tone such as Ping or Bell, set how many times it repeats, and preview the sound before you use it.

Feature	Starter	PopularBusiness	Enterprise
Users	5	10	Unlimited
Conversation history	3 days	Unlimited	Unlimited
Shared inbox
Team dashboard
Internal team chat
Tags
Task boards & tickets
Quick replies
Campaigns
Bulk messaging
Automation
Meta lead forms

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