How to connect it
- Open the Channels tab and choose WhatsApp Business.
- Enter the credentials from your Meta app (or your Twilio account). The in-console guide walks through each field.
- Send a test message and confirm it appears in the inbox. New conversations arrive as customers write to your business number.
What your team can do
- Receive and reply to customers on the official API from the shared inbox
- Work with message templates and opt-ins as WhatsApp requires
- Route and assign conversations, label them and leave internal notes
- Hand qualified leads to your CRM through a signed webhook when you tag a conversation
- Report on conversations and response times alongside your other channels
Every channel in OmniDesk also gets the shared basics:
- One shared inbox with assignment, labels and internal notes
- Quick replies: type / to insert a saved answer
- SLA timers that show how long each customer has been waiting
- AI reply suggestions drawn from your own knowledge base; agents review and send
- Live two-way translation, so customers write in their language and your team replies in theirs
- Roles and per-agent channel access (owner, admin, manager, agent, viewer)
Who it suits
Good for businesses that need an approved, verified business channel, higher volume, or message templates for notifications and follow-ups.
What to know first
WhatsApp's own rules apply. A business can reply freely inside the 24-hour customer service window; outside that window it needs an approved template message. Message fees are billed by Meta or Twilio, not by OmniDesk.
Questions
Does OmniDesk charge per WhatsApp message?
No. OmniDesk is a flat subscription per workspace. Your messaging provider, Meta or Twilio, bills separately for messages.
What is the 24-hour window?
WhatsApp lets a business reply freely for 24 hours after the customer's last message. After that, the business must start with an approved template message.
Do I need a Meta app?
For the Cloud API connection yes. OmniDesk includes a step-by-step guide for creating the Meta app inside the console.
See it with your own channels
Paid plans include all channel types and run from $29 to $199 per workspace per month. The 14-day free trial is limited to one channel and 25 replies. Want the full product first? Request a demo account.
Start Free Trial Request a Demo See pricing