WhatsApp-first contact center · US · Canada · EU · Africa
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whtapis.WhatsApp Business API
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WhatsApp messaging and voice, SMS and telephony — on one routing engine.

Channels, routing, AI agents, supervision and analytics in one stack — as your contact center of record, or underneath the CRM your teams already live in.

Start free trialSDKs and APIs
How one conversation flowslive
Channels in
WhatsApp
WhatsApp Voice
SMS
VoIP / DID
whtapis core
layers, one stack
identify · unifyroute · SLAclassify · AI
Where it lands
Queues
Agents
AI agents
CRM / ERP
Channels → routing → AI → agents → datawrite-back to CRM

The stack, layer by layer

Every layer is usable on its own through the API.

Layer 01
Channels
WhatsApp voice and messaging as first-class channels, with telephony, SIP trunks, DIDs and SMS beside them. Your carrier or ours.
WhatsApp Voice APIWhatsApp messagingPSTNVoIP / DIDSMSWeb chat
Layer 02
Routing and queueing
One queue engine for every channel. Skills, language, territory and tier decide who answers.
Skills routingPrioritiesConcurrencyOverflowAfter hours
Layer 03
AI agents and automation
AI agents answer first, resolve what they can, and hand live conversations over with a summary. Scope and thresholds are yours to set.
ResolutionQualificationSummariesGuardrailsHand-off
Layer 04
Agent and supervisor workspace
One pane for the thread, the call and the customer record. Supervisors get wallboards, whisper, barge-in and QA.
Unified desktopWallboardsWhisperBarge-inQA
Layer 05
Data, analytics and integration
Interaction-level data with consistent definitions, reportable in-product and exportable to your warehouse.
ReportingExportsWebhooksRESTSDKs
The workspace

Every layer, seen from the agent’s chair.

Drop the agent desktop screenshot
Agent desktop — thread, call, transcript and customer record in one pane.
whtapis — platform shot admin
Routing — skills, priorities, concurrency and after-hours rules per queue.
Two ways to run it

Standalone platform, or a layer inside your stack.

What changes is who owns the agent interface and where the customer record lives.

See the integration detail
Standalone contact center
whtapis owns the desktop, queues, numbers and reporting. The fastest path when the incumbent is being replaced.
Agents work in the whtapis desktop
Customer profile built from every channel
Connect the CRM for context and write-back
Embedded in your CRM or ERP
Your teams stay in Salesforce, Dynamics, HubSpot or SAP; we provide the channels, routing, telephony and AI underneath.
Softphone and thread inside the CRM record
Routing and telephony run by whtapis
Your system of record stays the source of truth

Rollout in four phases

Onboarding runs with our team, not a third-party consultancy.

01
Connect the channels
WhatsApp Business account, numbers, your trunk or DIDs, SMS gateway and web chat brought onto the platform.
Week 1
02
Integrate the systems
CRM, ERP and ticketing connected for identification, context and write-back, over API or SDK.
Weeks 2–3
03
Automate the process
Queues, skills, dispositions, SLA rules and AI agents configured against your real workflows.
Weeks 3–4
04
Report and tune
Wallboards, scheduled reports and BI exports live, then routing and AI thresholds tuned on real traffic.
Ongoing

Indicative timings for a single-team rollout. Multi-site and regulated deployments are scoped separately.

Architecture and operations

Microservices
Channel, routing, AI and reporting services scale independently under load.
Cloud, hybrid or on-premise
Hosted by us, in your cloud account, or on your own infrastructure where regulation requires it.
Data residency
Choose the region where interactions, recordings and transcripts are stored, per market.
Recording and retention
Per-queue recording rules, configurable retention and legal-hold exemptions.
Single sign-on
SAML and OIDC with role-based access control down to queue and report level.
Audit logging
Every configuration change, listen-in and data export recorded with the actor and timestamp.
Go deeper
WhatsApp Voice APIHow calls inside the thread work, and what the API exposes. Telephony, VoIP & SMSBring your own trunk, DIDs and SMS gateway. AI agentsScope, guardrails, hand-off and the data they may read. Analytics & supervisionWallboards, reporting and the metric definitions behind them.
The teams behind it

A platform is only as good as the week you switch it on.

Our onboarding engineers configure the queues, the routing and the AI agents with your team on a screen share — not a ticket queue.

whtapis — person engineer
An onboarding engineer on a configuration call.
Photo: team at a screen share
Queues and routing built with your team.
whtapis — person agent
The agent desktop in daily use.

Placeholder frames — drop your own photographs in. Each caption says what the shot should show.

Inside the console

Every layer, from the agent’s chair.

The same five screens your team will use: unified inbox, live WhatsApp voice, the floor wallboard and outbound campaigns.

app.whtapis.com/inbox/support
whtapis
Inbox
Voice
Campaigns
Wallboard
Reports
Numbers
Team
Settings
JMJulie M.
Team inbox — Supportlive
WhatsApp chat9
WhatsApp voice4
SMS3
VoIP / DID2
Telephony1
Conversations14 open
SW Sarah Whitfield Order 41-2298 still not delivered live
ÉT Émile Tremblay Called back about the refund answered
AK Anna Kowalski +33 1 •• •• 09 — on hold over SLA
KT Karim Touhami Asked for a new delivery slot in SLA
LM Leïla Mansouri Handed off by AI agent AI agent
Sarah Whitfield · WhatsApp
Hi, my order 41-2298 was due Tuesday and it has still not arrived. 09:41
I can see it — the carrier scanned it into the Casablanca hub this morning. I can book a new delivery window for you. 09:42 · Julie
Thursday afternoon would work. Can I call you about it? 09:43
Customer context
Customer sinceMarch 2024
Open order41-2298
CRM recordSalesforce · synced

One inbox for WhatsApp messages, WhatsApp voice, SMS and your DID lines. The agent sees the thread, the order and the CRM record without switching tools.

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What the platform unifies

Four channels most businesses buy from four vendors.

Most businesses buy these four from four vendors. Here they share one queue, one customer record and one bill.

Telephony Your PBX, PSTN lines and SIP trunks, kept as they are. SIP trunk · DID · PBX SMS Transactional, OTP and campaigns on your own gateway. your gateway · your rates WhatsApp Messaging Templates, sessions and catalogue, answered in a real queue. templates · sessions WhatsApp Voice APInew Customers call inside the thread. Inbound calls are free. in-thread calls · free inbound
All four land here: one queueone customer recordone set of reportsone bill
Your accounts or ours

Bring your own, or we provide it.

Every connection can come from you or from us — and you can mix per country. Switch later without changing platforms.

Service
Bring your own
We provide it
WhatsApp Business Account
Connect your existing WABA and numbers
We create it under your Meta portfolio
SIP trunk
Point your carrier trunk at us, keep your rates
Our trunk, billed per minute
DID numbers
Keep your ranges, or port them in
Local numbers in most countries
SMS gateway
Plug in your gateway, sender IDs and rates
Our gateway, billed per message
PBX / telephony
Your PBX stays in place behind us
Cloud telephony, no hardware
CRM / ERP
Salesforce, HubSpot, Dynamics, SAP and more
Built-in customer record

Most customers mix: their own trunk in one country, our numbers in another.

See the platform against your own numbers.

A free trial gives you a sandbox WhatsApp number, two queues and the full supervisor console. Bring your own trunk when you are ready.

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GDPRISO 27001 alignedData residency EU · US · AfricaWhatsApp Business Solution Provider