FAQ
WhatsApp Business Platform FAQs
Straight answers about how WatMark works for your team.
Platform
What is WatMark?
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.
Platform
Do I need WhatsApp Business?
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.
Platform
Can I continue using WhatsApp Business App?
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.
Platform
What is WhatsApp Coexistence?
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.
Platform
What is the source of WhatsApp API integration?
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.
Platform
How can I get the WhatsApp Business verified green tick?
The green tick marks Official Business Account (OBA) status on WhatsApp. On a paid WatMark subscription, we can submit an OBA application on your behalf at no extra WatMark fee. WhatsApp (Meta) alone decides whether to approve it, based on factors such as brand credibility, public presence, and domain reputation. Approval is not guaranteed. 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.
Platform
What number can I use on WatMark?
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.
Platform
Can teams use WatMark in different countries?
Yes. WatMark is for teams wherever WhatsApp Business Platform messaging is available. Messaging still has to follow WhatsApp’s policies for your country.
Want this on your number? Book a demo
Team
Can multiple employees use WatMark?
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.
Team
Can employees discuss a customer without the customer seeing it?
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.
Team
Can I assign conversations to employees?
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.
Team
How do tags work?
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.
Team
Does WatMark include a dashboard?
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.
Team
Can I turn WhatsApp chats into tasks?
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.
Team
Can I create a support ticket from a WhatsApp chat?
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.
Team
How many team members can I add?
Starter includes 5 users and Business includes 10 users. Enterprise includes unlimited users, so you can add as many people as your operation needs.
Team
Does WatMark notify me about new messages and reminders?
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.
Want this on your number? Book a demo
Messaging
Can I save quick replies?
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.
Messaging
Can I send WhatsApp campaigns?
Yes. You can send outbound bulk messages using approved WhatsApp templates, personalize them for each recipient, and target tagged audiences through WatMark campaigns.
Messaging
Can I see business results for a campaign?
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.
Messaging
Does WatMark include automation?
Yes. Rules and chatbots can reply to customers automatically, for example with a welcome, an away message, a keyword reply or a menu, and hand the chat to an agent. You can test them before going live. Automated sends still follow WhatsApp’s messaging rules.
Messaging
What are Meta leads?
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.
Messaging
What happens when someone clicks a Facebook or Instagram ad to WhatsApp?
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.
Messaging
Can I add a WhatsApp button to my website?
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.
Messaging
Can I send a quotation or invoice on WhatsApp?
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.
Messaging
Can customers book an appointment on WhatsApp?
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.
Messaging
What happens after a customer books?
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.
Messaging
Can I connect more than one WhatsApp number?
Yes. WatMark supports multiple WhatsApp Business number connections so you can keep support, sales, or brand lines in separate inboxes on the same platform.
Messaging
Are Meta messaging charges included?
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.
Messaging
Does WatMark provide APIs and webhooks?
Yes. WatMark can exchange WhatsApp events and messages with your existing business software through APIs and webhooks.
Messaging
Can AI automatically reply to customers?
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.
Want this on your number? Book a demo
All questions and answers
Platform
- What is WatMark?
- 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.
- Do I need WhatsApp Business?
- 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.
- Can I continue using WhatsApp Business App?
- 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.
- What is WhatsApp Coexistence?
- 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.
- What is the source of WhatsApp API integration?
- 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.
- How can I get the WhatsApp Business verified green tick?
- The green tick marks Official Business Account (OBA) status on WhatsApp. On a paid WatMark subscription, we can submit an OBA application on your behalf at no extra WatMark fee. WhatsApp (Meta) alone decides whether to approve it, based on factors such as brand credibility, public presence, and domain reputation. Approval is not guaranteed. 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.
- What number can I use on WatMark?
- 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.
- Can teams use WatMark in different countries?
- Yes. WatMark is for teams wherever WhatsApp Business Platform messaging is available. Messaging still has to follow WhatsApp’s policies for your country.
Team
- Can multiple employees use WatMark?
- 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.
- Can employees discuss a customer without the customer seeing it?
- 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.
- Can I assign conversations to employees?
- 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.
- How do tags work?
- 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.
- Does WatMark include a dashboard?
- 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.
- Can I turn WhatsApp chats into tasks?
- 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.
- Can I create a support ticket from a WhatsApp chat?
- 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.
- How many team members can I add?
- Starter includes 5 users and Business includes 10 users. Enterprise includes unlimited users, so you can add as many people as your operation needs.
- Does WatMark notify me about new messages and reminders?
- 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.
Messaging
- Can I save quick replies?
- 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.
- Can I send WhatsApp campaigns?
- Yes. You can send outbound bulk messages using approved WhatsApp templates, personalize them for each recipient, and target tagged audiences through WatMark campaigns.
- Can I see business results for a campaign?
- 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.
- Does WatMark include automation?
- Yes. Rules and chatbots can reply to customers automatically, for example with a welcome, an away message, a keyword reply or a menu, and hand the chat to an agent. You can test them before going live. Automated sends still follow WhatsApp’s messaging rules.
- What are Meta leads?
- 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.
- What happens when someone clicks a Facebook or Instagram ad to WhatsApp?
- 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.
- Can I add a WhatsApp button to my website?
- 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.
- Can I send a quotation or invoice on WhatsApp?
- 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.
- Can customers book an appointment on WhatsApp?
- 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.
- What happens after a customer books?
- 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.
- Can I connect more than one WhatsApp number?
- Yes. WatMark supports multiple WhatsApp Business number connections so you can keep support, sales, or brand lines in separate inboxes on the same platform.
- Are Meta messaging charges included?
- 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.
- Does WatMark provide APIs and webhooks?
- Yes. WatMark can exchange WhatsApp events and messages with your existing business software through APIs and webhooks.
- Can AI automatically reply to customers?
- 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.
Demo
Book a WatMark demo
Tell us about your team and how you use WhatsApp today. We'll follow up to schedule a walkthrough.
- 1Tell us about your teamHow you use WhatsApp today, and what you want the walkthrough to cover.
- 2We reply on WhatsApp or emailA short note to find a time that works for the people who should be there.
- 3Walk through WatMarkSee the shared inbox, campaigns, and automation against your own setup.
WhatsApp us at +971 50 409 0294. Prefer email? Write to [email protected]
Put your team's WhatsApp in one shared inbox
Give your team one place to manage customer conversations, internal team chat, bulk campaigns, automation, Facebook and Instagram lead forms, Click-to-WhatsApp ads, a website widget, commerce, quotations, appointments, and scheduling.