Your customers already use WhatsApp
In India, a lot of customers would rather send a WhatsApp message than write an email. They message about an order, a booking or a refund, and they expect an answer the same day.
The trouble starts on the business side. WhatsApp usually lives on one phone, in one person's hands. Nobody else can see the chat, nobody knows who has replied, and when that person leaves, the conversations leave with them.
The WhatsApp Business app vs the WhatsApp Business API
This confuses almost everyone, so here is the short version.
- The WhatsApp Business app is the free app on a phone. It is fine for one person with a few chats. It cannot give a team a proper queue.
- The WhatsApp Business API is the official way for a business to connect WhatsApp to software. Several agents can answer from one number, and every chat can be tracked. This is what a helpdesk uses.
You need a verified WhatsApp Business number for the API. Meta approves the number, which typically takes one to two business days. We help you through the steps.
What changes when WhatsApp goes into the helpdesk
- One queue. WhatsApp messages and emails land in the same inbox, so your team learns one screen.
- Every chat has an owner and a reply deadline, the same as an email.
- One customer, one record. When the same person writes on email and on WhatsApp, you can merge them and see the whole history.
- Nothing is tied to one phone. If someone is on leave, a teammate picks the chat up.
Two rules worth knowing
What other helpdesks charge for WhatsApp
When we compared in September 2026, WhatsApp was an extra on the tools small teams usually look at first. These are the list prices we found, in US dollars, so please confirm them on each vendor's pricing page.
| Tool | |
|---|---|
| Freshdesk | Not in the base plan. Needs Freshdesk Omni, roughly $29 to $119 per agent a month on top |
| Zendesk | Needs a Suite plan or the Social Messaging add-on |
| Jira Service Management | No native WhatsApp channel found |
| Resolvo | A native channel through the official API. There is no per-agent charge |
Plans and prices differ by country and change often. See our pricing comparison for the full picture, including what a team of 3, 5 and 10 would pay.
A sensible way to start
- Try the demo, which has made-up email and WhatsApp conversations, to see how a shared queue feels.
- Start the 14-day trial and connect your support email first. It takes minutes.
- Apply for your WhatsApp Business number in parallel, since Meta's approval takes a day or two.
- Switch WhatsApp on once it is approved, and keep the old phone as a backup for the first week.
Questions people ask
Does Resolvo use the official WhatsApp Business API?
Yes. Resolvo connects to the official WhatsApp Business API. You need a verified WhatsApp Business number.
How long does WhatsApp setup take?
Meta typically takes one to two business days to approve the number. Email can be connected on day one, so you do not have to wait.
Can two agents answer from the same WhatsApp number?
Yes. That is the main reason to use the API. Each chat has an owner, so two people do not answer the same message.
Is WhatsApp support included in the price?
Resolvo does not charge per agent or add a WhatsApp fee on top. Meta's own messaging charges apply whichever tool you use.
Try it on your own tickets
Per-brand pricing, so your whole team is covered at the same price. 14-day free trial, no card needed. If you'd like me to set it up with you, write to contact@resolvogroup.com.
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