WhatsApp Business has over 200 million monthly active users and is the dominant messaging platform in Latin America, South Asia, and parts of Europe and Africa. If your customers are there, your support needs to be there too.
Why WhatsApp matters for support
In many markets, customers default to WhatsApp the way Americans default to email. Ignoring it means ignoring your customers preferred communication channel. Platforms like FyneDesk, Freshdesk, and Zendesk offer WhatsApp integration that routes messages into your ticket queue.
The multichannel trap
Adding channels without unified routing creates chaos. An agent checking email, WhatsApp, and chat separately will miss messages. Every channel must feed into a single ticket queue with consistent assignment and SLA tracking.
Starting with two channels
Email plus one messaging channel (WhatsApp or live chat) is the right starting point for most teams. Master those before adding social media, SMS, or voice. Quality on two channels beats mediocrity on five.
Integration depth matters
Some platforms just forward WhatsApp messages as text. Better integrations preserve media attachments, support rich replies, and track conversation history. Check what your platform actually supports versus what the marketing page claims.