WhatsApp

WhatsApp integration

WhatsApp is one of the most popular messaging platforms available on the market. It allows users to make calls, send messages, and share files thanks to mobile internet network access. The application is free for iOS, Android, Windows, Mac OS, and is also available as a web application accessible via browsers. It has found its place as both a consumer app and as a business app.

Our WhatsApp integration allows you to integrate your WhatsApp account into the LiveAgent ticketing system and use it as one of your customer communication channels. Replying to customer messages on WhatsApp is a fast and efficient way to handle customer queries and provide convenient customer service for each customer. This integration is available for users with Twilio VoIP and 360dialog.

How can you use WhatsApp integration?

LiveAgent connects with your WhatsApp accounts and integrates them into the [help desk system](/help-desk-software/ “Discover the best help desk software for 2025! Boost customer service with LiveAgent’s 30-day free trial, no credit card needed.’). Then, it gathers all available WhatsApp conversations and transforms them into help desk tickets, which you can easily access from your [universal inbox](/features/universal-inbox/ “Discover the power of LiveAgent’s Universal Inbox, a unified dashboard that streamlines all communication channels—emails, calls, social media, and more—into one centralized location. Enhance your team’s efficiency with features like automatic ticket routing, real-time chat previews, and built-in CRM. Elevate your customer service and satisfaction with a free 30-day trial today.’). This feature is great because you can use it with a lot of our other essential and [advanced features](/features/ “Explore LiveAgent’s powerful multi-channel help desk features—ticketing, live chat, call center, and more. Boost support efficiency today!’). Thanks to this, you can improve your workflows, provide quicker replies, organize your customer messages, and solve queries much faster.

What are the benefits of using WhatsApp integration?

• Gain a competitive advantage
• Increase customer satisfaction
• Provide a convenient support channel
• Solve less elaborate queries quicker

WhatsApp support with LiveAgent

Instead of using your business phone or the WhatsApp web application to handle customer requests, you can simply integrate your WhatsApp with LiveAgent and turn it into an efficient business solution. You can reply to any customer conversations directly from your [ticketing system](/features/ticketing-system/ “Explore LiveAgent’s ticketing system! Streamline customer service with powerful features like automation, integrations & multi-channel support.’), and provide a great customer experience just like with any other channel.

Integrating your WhatsApp account’s Twilio number with the LiveAgent ticketing system through our social media customer service platform offers a smooth and efficient communication experience. As a result, every incoming WhatsApp message will be seamlessly organized into easy-to-manage tickets within your inbox. By utilizing this integration, you can effectively centralize your communication and keep all customer messages in one place, benefiting from the convenience of our hybrid ticket stream.

WhatsApp integration works well with other ticketing features such as tags, notes, or split tickets. You can even use an automation rule to automate your workflow, and utilize canned messages to send a templated message. WhatsApp limits their business integration only to messages, without call functionality. All replies to messages need to be done within 24 hours. When 24 hours pass, you can only reply to WhatsApp messages with pre approved templates.

How to integrate WhatsApp with LiveAgent

• First, go to your LiveAgent account and open Configuration. Select WhatsApp in the left panel and enable the feature.

• Now, select WhatsApp numbers in the left panel and add a new number. Provide the details from your Twilio account or 360dialog account and save the configuration. That’s it, your WhatsApp business account is now integrated with LiveAgent.

• You can now receive WhatsApp tickets and reply to them directly from your LiveAgent’s ticketing system. The integration works well with features such as transfer tickets, resolve, or split tickets.

Ready to try out our WhatsApp integration?

Let’s improve your customer support together. Get started with LiveAgent today with our [free 30-day trial](/trial/ ‘Start your 30-day free trial with LiveAgent today! Discover the ultimate customer support solution—no credit card required.”), and see how easy it is to manage your WhatsApp customer communication with our system.