Conversational · WhatsApp at scale
WhatsApp Integration & Bots
Official API integrations, template journeys, sales and support bots wired to CRM and order systems.
Core delivery model
How Bits Bridge delivers
WhatsApp is a production channel — template compliance, session windows, and CRM logging matter as much as conversational UX. Bits Bridge connects Meta-approved messaging to systems of record.
Below: delivered bot and notification programs, integration and AI depth, and MVP paths for care or sales automation.
Unauthorized gateways and unlogged bot sessions create compliance and support debt. We implement official API routes with audit trails your legal team can review.
Engagements can start with paid discovery or a fixed-scope MVP — whichever fits your procurement process. We align with existing vendors and internal squads when RACI boundaries are clear.
What we have delivered
We have delivered WhatsApp Business API programs for commerce order status, travel itinerary assist, insurance renewal nudges, telecom care deflection, and hospitality guest concierge — wired to CRM, OMS, and policy systems.
Meta policy changes and template quality ratings affect deliverability — we monitor ratings and maintain template libraries ops can update within governance workflows.
- Template libraries approved with compliance teams — renewals, OTP, payment links, shipping updates
- Session bots: authenticated policy lookup, order tracking, and booking amendments
- Catalog and cart flows for retail with handoff to checkout or agent desktop
- CRM case creation on bot failure with full transcript and customer context
- Broadcast campaigns with opt-in audit trails and delivery rate dashboards
- Multi-language journeys for India, US, and UK operators with fallback to human agents
Technical capabilities
Production WhatsApp requires Meta policy compliance, rate limits, webhook reliability, and observability — not a prototype Dialogflow demo disconnected from your order database.
Broadcast campaigns respect opt-in audit requirements. Rate limits and provider quotas are modeled before national marketing launches.
- Cloud API / On-Premises routing with BSP partners (Gupshup, Twilio, Meta direct)
- Template lifecycle management, quality rating monitoring, and category compliance
- Webhook HMAC validation, retry queues, and idempotent message handling
- NLU intent layers with golden test sets; RAG for FAQ when templates are insufficient
- Agent desktop handoff with context, suggested replies, and CSAT capture
- Structured logging, containment dashboards, and alerts on API error budgets
What we can build for you
Start with top 10–20 intents in a 6–8 week MVP — order status, FAQs, payment links — then expand to sales and care automation.
Care and sales teams receive training on containment dashboards, escalation thresholds, and when to pause bots during outages.
- Discovery: intent inventory, auth requirements, CRM/OMS endpoints, compliance review
- Sandbox → production template approval with legal/compliance sign-off
- MVP on staging with load tests on notification bursts
- Ops training on containment rules, escalation thresholds, and template updates
- Optional retainer for Meta policy changes and new journey rollout
- Learn more about custom Rails platforms and AI automation services
Stack
Technology stack
WhatsApp programs run on Cloud API or BSP partners, with Rails/Node webhook handlers, Redis queues, CRM adapters, and observability dashboards ops teams actually open.
Secrets live in AWS Secrets Manager — never in repos. Testing includes contract tests on partner APIs and load tests before predictable peak events.
Outcomes
Delivery highlights
Containment, delivery rate, and API error budgets — not message volume alone — define success for care and commerce WhatsApp programs.
KPIs are agreed at discovery and reviewed at 30/60/90 days post-launch — conversion, deflection, deploy frequency, or decision clarity for research engagements.
Care deflection
35–45% on top intents — Authenticated lookup and structured FAQs reduce repeat calls during peak care windows.
Commerce recovery
Cart nudge conversion — Template-compliant cart reminders with deep links back to checkout — logged in CRM.
Delivery reliability
Webhook retry queues — Failed Meta callbacks do not lose customer messages — ops sees DLQ and replay tools.
Compliance readiness
Audit-friendly transcripts — Logged sessions, opt-in/out events, and template version history for regulatory review.
Depth
Technical capabilities
Templates, authenticated sessions, catalog sales, payment links, and agent handoff — integrated to OMS, CRM, and policy systems.
Handover includes documentation your team can operate: runbooks, API references, and recorded training — not a final-week knowledge dump.
Journey types
- Marketing templates
- Utility notifications
- Authenticated service
- Catalog sales
- Payment link handoff
Integrations
- CRM / case management
- OMS & order APIs
- Payment gateways
- Policy admin lookup
- Agent desktop widgets
AI & ops
- Intent classification
- RAG FAQ with escalation
- Containment dashboards
- CSAT surveys
- Rate-limit aware broadcasts
Next steps
What we can do for you
Engagement models
Share your top contact drivers, systems of record, and compliance constraints. We propose an intent-prioritized MVP with measurable containment KPIs.
- Care or sales bot MVP (6–8 weeks)
- Multi-journey rollout program
- Retained bot ops & template governance
How we deliver
Weekly demos, written decision logs, and KPI reviews at 30/60/90 days — delivery craft since 2013.
- Discovery workshop — stack inventory, KPIs, compliance constraints
- Architecture & integration contracts — OpenAPI, webhook catalog, RACI
- Iterative build with weekly demos on staging
- Load tests, security review, and rollback runbooks
- Hypercare launch + optional retainer for upgrades
Share your stack, timeline, and the KPI you need to move.
Contact form →Questions
Frequently asked questions
Do you use the official WhatsApp Business API?
Yes. We integrate via Meta Cloud API or approved BSPs — not unofficial gray-market gateways that risk number bans.
How long does template approval take?
Typically 24–72 hours per template after Meta review, faster when copy follows pre-approved compliance patterns. We batch templates during discovery to avoid launch delays.
Can bots authenticate customers safely?
Yes. OTP, policy number + DOB, or order ID + email patterns with rate limiting and audit logs. Sensitive actions escalate to human agents.
What happens when the bot cannot answer?
Structured handoff to CRM or agent desktop with full transcript, customer ID, and suggested next actions — no dead-end loops.
Can WhatsApp connect to our Magento or Shopify store?
Yes. Order status, cart recovery, and catalog flows via OMS/webhook integrations with idempotent updates.
How do you measure bot success?
Containment rate with CSAT, cost per contact, session completion, template delivery rates, and API error budgets — reported post-launch.
Do you support Hindi and regional languages?
Yes. Multi-language templates and NLU with fallback to English or human agents when confidence is low.
How do we start?
Email hello@bitsbridge.in with top 10 customer intents, CRM/OMS landscape, and compliance contacts. We respond with an MVP scope and template plan.