How it works
The WhatsApp Business app on a phone is designed for people replying by hand. Automation runs on the WhatsApp Business Platform, which connects your number to software. Customers message you as normal; the AI reads and replies, and your team sees every conversation in a shared inbox where they can take over.
Moving a number from the app to the platform needs planning, because the same number generally cannot be used on both at once, so check how your provider handles migration and chat history.
Rules to know
When a customer messages you, a customer service window opens in which you can reply freely. Messages you start outside that window must use pre-approved templates, and promotional messages need the customer's opt-in. Meta charges for some message types, so check current pricing with your provider.