WhatsApp Business

WhatsApp is the #1 channel in LATAM for customer conversations. LealUp integrates it so those conversations don't stay siloed.

What it does

• Conversations in the timeline — every message (inbound and outbound) lands on the customer's record.
• Issue detection — when the customer references a specific problem (e.g., "I can't bill") in WhatsApp, the AI suggests opening an associated ticket.
• Engagement signals — message frequency, response time, tone feed the Engagement dimension.
• Send from LealUp — reply to customers without leaving Customer 360 (requires a configured sender number).

Supported providers

LealUp integrates with the WhatsApp Business API via:

• Kapso (recommended for LATAM, competitive pricing).
• Twilio (enterprise, global).
• Meta Cloud API (direct, requires technical setup).

We don't support personal WhatsApp (it's not an official API, violates Meta ToS).

How to connect (Kapso)

Integration at the workspace level (admin configures it once, all CSMs use it).

Prerequisites

• Kapso account.
• Verified WhatsApp Business number.
• Approved template(s) for proactive messages (initiating conversations).

Steps

1. Admin → Integrations → WhatsApp → Kapso → Connect.
2. Enter your Kapso API key and phone_number_id.
3. LealUp verifies the connection — it should see your number.
4. Configure the webhook in Kapso pointing to https://your-workspace.lealup.com/v1/webhooks/whatsapp/kapso.
5. Test: send a message to the number from your phone; it should appear in the timeline of the customer associated with that number.

How to connect (Twilio)

Similar flow, with Twilio credentials (account_sid, auth_token, whatsapp_number).

Admin → Integrations → WhatsApp → Twilio → Connect.

How messages associate to customers

In order:

1. Contact phone number matches the customer's whatsapp_number (dedicated field).
2. Number matching against known contacts.
3. Fallback: if a message arrives from an unknown number, an "Orphan contact" is created that a CSM can manually associate to a customer.

Issue detection

The AI scans conversations for patterns like:

• "I can't X", "Error when Y", "Not working", "It's down".
• Names of known features or modules.
• Perceived urgency (alert emojis, CAPS, "urgent", etc.).

When it detects one, it suggests to the CSM:

AI: Maria mentioned a billing problem in WhatsApp. Create an associated internal ticket?

The CSM approves or dismisses. If approved, a ticket is created in the connected system (Jira, Zendesk, or an internal LealUp ticket).

See Customer feedback on this flow — it's a frequent request from beta customers.

Send messages from LealUp

Initiate conversation (proactive)

• Requires a Meta-approved template (WhatsApp Business limitation).
• Customer 360 → WhatsApp → New message → Choose template → fill variables → send.
• Typical templates: "QBR reminder", "Feature launch", "Renewal approaching".

Reply (reactive)

• Within the 24h window after the customer sent a message (WhatsApp's free window).
• Free text, emojis, attachments.
• Customer 360 → Timeline → Reply on the message.

Templates

Admin → Integrations → WhatsApp → Templates

• Lists your approved templates in Kapso/Twilio.
• Categorized by purpose (onboarding, renewal, expansion).
• LealUp validates variables are complete before sending.

Engagement signals

From the WhatsApp flow, LealUp extracts:

• Frequency — messages per week with the customer.
• Champion response time — how long they take to reply to you (proxy for interest).
• Initiative — who starts more, you or the customer?
• Tone — NLP on messages (with limitations — WhatsApp has more casual language).

Privacy and compliance

• We store the text of messages (required for the AI and timeline).
• Attachments (images, PDFs, voice) are stored encrypted.
• Voice-to-text: if the customer sends audios, we transcribe (configurable, off by default).
• We comply with LGPD (Brazil) and habeas data (Colombia, Argentina).

Common issues

"Messages don't show up in the timeline"

• Verify the webhook is configured correctly in Kapso/Twilio.
• Confirm the contact has whatsapp_number on the customer.
• Check Admin → Integrations → WhatsApp → Logs.

"I can't start a conversation"

• Template not approved — request approval from Meta via Kapso/Twilio.
• 24h window closed — the customer didn't reply to your last message; you can only use a template.

"The customer's number changed"

• Update whatsapp_number on the customer's record.
• LealUp doesn't do fuzzy matching of numbers (avoids wrong associations).

"WhatsApp costs"

• They're billed directly by Kapso/Twilio/Meta, not by LealUp.
• Every template message = cost. Replies within the 24h window are usually free or at a reduced rate.
• LealUp gives you usage analytics at Admin → Integrations → WhatsApp → Usage.

Disconnect

Admin → Integrations → WhatsApp → Disconnect

• Revokes credentials in LealUp.
• Historical messages stay in the timelines.
• You also need to unconfigure the webhook in Kapso/Twilio (LealUp can't do it for you).