Customer support that lives in one shared inbox — not scattered across phones.

Yes — that's exactly what the WhatsApp Cloud API enables (and exactly what the regular WhatsApp Business app does not). With WhatsMark, every agent signs in with their own credentials. Conversations route to the right person via assignment rules. Internal notes and @mentions keep the team coordinated. The customer sees one number, one brand; your team sees a structured inbox.

The Business app is for one phone, one user, manual messaging. WhatsMark is built on the Cloud API: shared multi-agent inbox, automated chatbot fallback, ticket states, internal notes, helpdesk webhooks, role-based access. The moment your support team has more than one person on WhatsApp, the app stops scaling — you can't share login, you can't audit, you can't route.

Yes. Native via-API connectors for all three are on the roadmap; today the pattern is webhooks both ways — the helpdesk fires a webhook on ticket creation; WhatsMark fires webhooks on incoming customer messages and resolution events. Most modern helpdesks accept this without custom code. Conversation transcripts attach to the ticket so you have full context inside the helpdesk you already work in.

A flow handles routine queries (order status, return policy, opening hours, rescheduling) with structured replies and buttons. When the conversation breaks the script — keyword unmatched, customer asks "talk to a human", bot confidence drops below threshold — the conversation routes to your shared inbox with full bot transcript pre-loaded. The agent picks up with context, no re-explaining.

Conversations carry assignment, status, and a full timestamped log of who replied and when, so nothing sits unowned. For CSAT, send a templated post-resolution message ("How did we do?") with star buttons; the replies land against the customer's record in the inbox and you can export them. (Formal per-agent SLA-timer dashboards aren't a built-in report today — track response and CSAT from the conversation log and exports.)

WhatsApp Cloud API uses transport encryption between Meta and your server. For genuinely sensitive material (lab reports, financial statements, KYC documents, PAN/Aadhaar copies), the recommended pattern is short-lived signed URLs rather than raw attachments — WhatsMark templates support this out of the box. India-specific: under the DPDP Act, your team is responsible for the consent flow and data-retention policy regardless of the channel; WhatsMark logs every conversation with timestamps to support that audit.

You can connect up to 2 WhatsApp numbers on Free, 10 on Professional, and unlimited on Reseller — one per client — with a named team inbox each. Being straight about today: these run in one workspace with shared reporting, not fully isolated white-label sub-accounts per client; that broader reseller capability is on the roadmap, not shipped.

Meta classifies inbound-initiated support conversations as "service" — Meta's published India rate is from ₹0.30 per 24-hour service window (one rate, regardless of how many messages exchange in that window). WhatsMark adds 0% on top. You pay Meta's rate exactly, billed directly to your Meta Business Account. The platform subscription is separate.

More than most teams expect — the inbox is dominated by a small set of repeat questions. Order status, return and refund policy, opening hours, password resets, rescheduling, "is this in stock" — these are predictable, and a well-built WhatsApp chatbot with AI replies typically resolves 60–80% of incoming queries end to end, with some focused deployments going higher. The point isn't to replace your agents; it's to stop them spending their day on the same five answers. Everything the bot can't confidently handle — a complaint, an edge case, an angry customer, or anything below a confidence threshold — escalates to a human in the shared inbox with the full transcript attached, so the agent picks up mid-context. AI takes the volume; people take the conversations that need a person.