chatstaff with WhatsApp

What you can do

For a shop that sells on WhatsApp, chatstaff is the person who answers first. The customer writes to the number they already saved, in Albanian, the way they write to a shop. chatstaff reads the question, searches the catalogue you uploaded and answers about the product, the price, the colour, the size or the delivery. It is not one ready-made message for every question. The answer comes from your shop's data.

When the customer picks a product, chatstaff shows the card: photo, name and price, inside the chat. If a catalogue is connected to WhatsApp, the card goes as a product message; otherwise it goes as a photo with a caption. The customer does not leave the chat to search another site. If they ask for something that is not in the catalogue, chatstaff says so and does not invent a product.

The order is not confirmed by itself. chatstaff collects the name, the city, the delivery and the products, then leaves a draft for the team. A person looks at it, changes it if needed and confirms it. The customer is told the order was passed to staff, not that it is closed. No payment is taken in the chat.

When the question is outside what it knows, or the customer asks for a person, the chat moves to staff with the history. chatstaff stays quiet in that chat until someone returns it. The team sees the same thread in the panel. A small shop can cover the hours when nobody is by the phone, without leaving the customer unanswered.

AI replies from your catalogue and knowledge base.
Product cards inside the chat.
Draft orders for staff approval.
Handoff to your team with full history.

Concrete example

Customer: “Do you have a WiFi yard camera, and can it arrive tomorrow in Durrës?” chatstaff searches the catalogue, finds the camera and answers with the price in the catalogue currency. Then it sends the product card and asks if they want it on an order.

The customer says yes and gives a name and address. chatstaff prepares the draft: product, city, cash on delivery. A new, unconfirmed order appears in the panel. chatstaff tells the customer that staff will confirm it. If they ask “are you a robot?”, the answer is plain: it is the shop's virtual assistant.

A customer asks about a WiFi camera. chatstaff checks stock, shows the card and prepares a draft. Staff confirm.

Illustrative example

What you need to connect

The connection is made from the panel, with Meta's WhatsApp signup. You use the business number you already have. You are not asked to change the number or to learn internal account names. You need the Meta business account and the number customers already write to.

After that, you upload the catalogue and the rules: prices, delivery, returns, hours. The clearer those are, the fewer wrong answers. If an answer is wrong, staff correct it and that correction is used next time.

Meta Business and WhatsApp Business account.
WABA and phone number id.
A token with the right permissions.

Important limits

chatstaff does not take payment and does not close the order itself. The draft waits for the team. Outside 24 hours from the customer's last message, WhatsApp does not allow free text: an approved message template is required, for example when an order moves to confirmed or fulfilled. Without a payment method on the WhatsApp account, those off-window messages are not sent.

chatstaff does not promise stock you have not chosen to track, and it does not quote prices that are not in the catalogue. TikTok is not a ready channel. Voice, video and documents the customer sends are not read; photos are.

Orders stay drafts — chatstaff does not self-confirm.
Outside the 24h window, some messages need an approved template.
It does not take payments.

Your number and the phone app keep working

Your number and the WhatsApp Business app on the phone keep working. chatstaff does not take the number away and does not send customers somewhere else. Messages that arrive on the number are visible on the phone and in the panel. When a chat is with a person, the assistant does not talk over your reply.

That is coexistence: the app you use today and the automatic answer on the same number. Customers do not need to be told that the number changed. If you disconnect it later, the number stays yours.

Questions about this channel

Do I need to change my number?

No. chatstaff connects to the number you already have.

Does the phone app still work?

Yes. WhatsApp Business on your phone keeps working.

Ready to connect this channel?

Tell us about your business. We'll contact you about next steps.

Request access for your business