Meet customers on WhatsApp. With every conversation on record

WhatsApp Business Messaging in Spoke Phone

WhatsApp Business Messaging is a Spoke Phone feature that lets every employee, team, and automated workflow in your business send and receive WhatsApp messages from a single managed system. Inbound messages arrive in the Spoke Messages tab alongside SMS and internal chat. Outbound messages go from your business number, not a personal phone.

Where businesses are losing conversations right now

Customers send WhatsApp messages because it's how they prefer to communicate. When a business doesn't have WhatsApp on its business system, those messages either go unanswered or they arrive on someone's personal phone. Both outcomes create the same problem: the conversation happened, but the business has no record of it. There's no case, no log, no thread for the next person who picks up that customer relationship. For teams in regulated industries, that gap is also a compliance exposure — a conversation that took place but can't be produced if someone asks for it.

How WhatsApp Business Messaging works in Spoke

When a customer sends a WhatsApp message to your business number, it arrives in the Spoke Messages tab, where it's visually distinguished from SMS (green indicator) and internal chat (orange). The message routes to an individual or a team inbox depending on your configuration. Team members pick it up, reply, and the full thread stays in Spoke Phone: named, searchable, and visible to everyone with access.

Starting a new WhatsApp conversation works the same way. Select a contact, choose a WhatsApp-enabled number from the channel selector (identified by the WhatsApp icon), and pick a Meta pre-approved template for the first contact message. Templates use merge fields so the opening message is personalized to the recipient. Once the customer accepts, the conversation opens and both sides exchange free-form messages, images, and files.

Every conversation is logged automatically. When it closes in Spoke, it closes for the whole team.

Who benefits

Customer-facing teams handling inbound enquiries, service requests, or sales conversations get a single inbox for WhatsApp, SMS, and internal chat. No switching between apps, no messages landing on personal phones. Compliance and operations teams get a complete record of every WhatsApp exchange, on any device, without relying on individuals to file anything manually. Team leaders can see conversation status, participant history, and response times across the team.

What changes when WhatsApp runs through Spoke

Every WhatsApp conversation your team handles is in one place — threaded, named, and accessible to the next person who picks up that customer relationship. Customers reach your business on the channel they already use. Your team handles it on a system the business controls.

What you get

• Inbound WhatsApp routed to individual or team inbox
• Outbound WhatsApp from business numbers, not personal phones
• Pre-approved Meta templates with merge fields for first contact
• Free-form messaging, image, and file exchange after opt-in
• Color-coded message type indicators (green = WhatsApp, blue = SMS, orange = internal)
• Conversation naming, muting, and participant management
• Automated WhatsApp messages triggered from business workflows via API
• Automatic logging of all WhatsApp conversations
• CRM logging to Salesforce, HubSpot, and many other supported integrations