How to Get Started With BoldDesk WhatsApp Messaging
WhatsApp enables businesses to communicate with customers through one of the world’s most widely used messaging platforms. In BoldDesk, incoming WhatsApp messages are managed through the Chat module, allowing agents to respond to customers, track conversation history, and manage support interactions from a single workspace.
This guide explains how WhatsApp conversations work in BoldDesk, how agents can respond to customers, session limitations, supported media types, customer reactions, contact identification, and permissions.
Receive and Respond to WhatsApp Messages
How WhatsApp Conversations Work
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A customer can initiate a WhatsApp conversation by sending a message. When an incoming WhatsApp message is received, it will create a new chat conversation in BoldDesk.
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You can view WhatsApp conversations in the chat module, respond to customer/user messages directly in BoldDesk, and start a WhatsApp session.
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WhatsApp sessions remain open for 24 hours after each customer message, with a timer that indicates when the session will expire.
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If a session expires, you can reinitiate it by sending a template message, which will open a new 24-hour window during which you can send free-form messages (i.e., text and media messages).
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If a customer replies to a conversation within 24 hours, the chat will reopen. If the reply comes after 24 hours, a new conversation will be created.
- The BoldDesk platform does not currently allow agents to initiate WhatsApp conversations with customers. Instead, businesses or contacts are expected to initiate communication via WhatsApp, rather than agents reaching out directly.
- If you need to contact a customer, you can create a ticket on their behalf. The customer will receive an email notification and can respond accordingly. Explore How to Create Tickets on Behalf of a Requester in BoldDesk.
- Incoming WhatsApp messages create a chat conversation in BoldDesk (Chat module). BoldDesk does not automatically create a ticket when a WhatsApp chat starts. If you need a ticket for tracking, an agent can create and link a ticket from the conversation using the Links tab. Explore How Agents Can Create Tickets from Chat Conversations.
WhatsApp Contact Identification
When a WhatsApp message is received, BoldDesk attempts to identify the customer using the phone number associated with the incoming message and match it with an existing contact record.
Contact identification may be influenced by:
- Phone number format
- Country code usage
- Phone number normalization
- Duplicate contact records
To improve contact matching accuracy, store customer phone numbers in a consistent international format (E.164), including the country code.
Customer Reactions to Agent Messages on WhatsApp (Meta)
When customers interact through WhatsApp (Meta), they can react to agent messages directly in WhatsApp using emoji reactions. These reactions are received in BoldDesk and displayed inline with the related agent message in the conversation view, giving agents quick visibility into customer sentiment without requiring an additional text reply.
Customers can also change or remove their reaction at any time. When this happens, the updated reaction state is reflected in the BoldDesk conversation.
If the conversation is exported, the customer’s reaction is included alongside the related agent message so that the transcript reflects the interaction more accurately.
WhatsApp Messaging Limits
- Initial Daily Limit: A business phone number can initiate up to 250 conversations in a 24-hour rolling period when first using WhatsApp Business.
- Increased Limits: As the business establishes a positive messaging history and engages with users effectively, the daily limit can be increased, potentially reaching 1,000 or more conversations in a 24-hour period for higher-tier accounts.
- Conversation Types: The messaging limits apply specifically to conversations initiated through marketing, utility, or authentication templates sent to WhatsApp users.
- WhatsApp messaging operates on a fixed 24-hour session window triggered by the customer’s last message. This timer is controlled by Meta and cannot be adjusted for business hours or daylight saving time.
Supported Media Types in Messages
WhatsApp messages can contain different media types and attachments, depending on whether they’re sent by the customer or the business.
| Message Direction | Supported Media Types |
|---|---|
| From Customer to Business (Agent) | Images, Videos, Voice Messages, Attachments, Location Sharing, Stickers, Contact Sharing |
| From Business (Agent) to Customer | Images, Videos, Audio, Documents |
- Incoming WhatsApp messages are automatically converted into chat threads within BoldDesk, allowing agents to manage conversations efficiently from the helpdesk interface.
- Replies sent by agents are visible only to the customer who initiated the conversation, ensuring privacy and personalized communication.
Permissions
Agents can view and respond to WhatsApp conversations only when the Chat module permission is enabled for their assigned role under Admin → Roles and Permissions.
Frequently Asked Questions
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How do WhatsApp messages appear in BoldDesk?
Incoming WhatsApp messages automatically create chat conversations in BoldDesk. Agents can view and respond to these messages directly from the chat module. -
Can agents initiate WhatsApp conversations with customers?
No. Agents cannot initiate WhatsApp chats. Customers must send the first message. -
What is a WhatsApp session and how long does it last?
A WhatsApp session is a 24-hour window that starts when a customer sends a message. During this time, agents can send free-form replies. -
What happens when a WhatsApp session expires?
Once expired, agents must send a template message to reinitiate the session. This opens a new 24-hour window for communication. -
Will a customer’s reply reopen the same chat?
Yes, if the reply is within 24 hours. If it’s after 24 hours, a new conversation is created. -
What are the messaging limits for WhatsApp Business accounts?
- New accounts can initiate up to 250 conversations per day.
- Limits increase with positive messaging history, potentially reaching 1,000+ conversations per day.
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What types of media can be sent and received via WhatsApp in BoldDesk?
- From customers: Images, videos, voice messages, attachments, location, stickers, contacts.
- From agents: Images, videos, audio, documents.
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Who can respond to WhatsApp messages in BoldDesk?
Only agents with the Chat permission enabled under Roles and Permissions can view and respond to WhatsApp conversations. -
Are agent replies visible to all customers?
No. Replies are visible only to the customer who initiated the WhatsApp conversation, ensuring privacy. -
Where can I manage WhatsApp accounts or integrations in BoldDesk?
Learn more on: -
How can I send bulk WhatsApp messages to multiple contacts in BoldDesk?
BoldDesk does not support sending bulk WhatsApp messages, and its WhatsApp integration is intended solely for customer‑initiated support conversations. -
Is it possible to use WhatsApp groups via the WhatsApp Business API in BoldDesk?
No, BoldDesk does not support WhatsApp group chats through the WhatsApp Business API. BoldDesk’s WhatsApp integration only handles one‑to‑one direct messaging, not multi‑participant group conversations. -
Do WhatsApp messages create tickets in BoldDesk?
No. Sending or receiving WhatsApp (and other omnichannel) messages opens a chat and does not create a ticket in BoldDesk. -
What is the difference between WhatsApp Meta and Gupshup WhatsApp in BoldDesk?
The key difference is the integration method. WhatsApp Meta is a direct integration with Meta’s official WhatsApp Business Platform, giving you full control and access to the latest features. In contrast, Gupshup WhatsApp is a third‑party integration, which simplifies setup but adds a dependency on Gupshup for management, updates, and pricing.
