%20(3).png)
WHATSAPP BUSINESS · UCaaS
WhatsApp conversations with a clear owner and the customer story in view.
Bring customer messages, photos and documents into the UCaaS inbox. Your team sees the conversation, knows who is handling it, and follows up without losing the thread.
.png)
.png)
.png)
.png)
All conversations
A
Sara Alharbi
Quotation enquiry
N
Noura Khalid
Delivery update
M
Mohammed Saleh
Service request
S
Sara Alharbi
WhatsApp Business
Could we go through the quotation?
Of course. Shall we talk on WhatsApp?
Quotation.pdf
Shared in this conversation
Internal note · Sales
Confirm the next step with the customer.
Write a reply…
↗
01 / ONE CONVERSATION
The message is only the beginning. Keep its context.
When a customer returns with a new question, your team needs the previous exchange and the right person to take the next step. UCaaS keeps WhatsApp inside the shared workspace alongside the customer record.
CUSTOMER THREAD
A conversation with a memory
01
The request
A quotation for the new branch.
02
The detail
Requirements and files stay together.
03
The next step
The team follows up with the context.
02 / MESSAGES & MEDIA
The details arrive in the chat. Keep them with the request.
A product photo, reference document or question about an order can arrive in the same conversation. Your agent sees what was sent and answers in context.
ORDER DETAILS
Everything the request needs
Quotation · Specifications · Confirmation
Attached to the same conversation
03 / TEAM HANDOFF
One owner, a smoother handoff.
When a question moves between sales and service, the customer should not have to start again. Keep the conversation attached to the right contact, with responsibility visible to the team.
R
CURRENT OWNER
Reem · Sales
READY FOR FOLLOW-UP
Khalid · Service
Requirements confirmed. Arrange activation.
Context stays with the conversation
04 / THE RIGHT MESSAGE, AT THE RIGHT TIME
Continue the conversation within WhatsApp’s rules.
For an outbound message or a follow-up outside the customer service window, use an approved WhatsApp template when required. Choose the relevant template, review the recipient and keep the communication purposeful.
24
HOURS
A clear window for the conversation
CUSTOMER MESSAGE
The service window opens
TEAM RESPONSE
Continue within the window
LATER FOLLOW-UP
Use an approved template when required
SAUDI BUSINESS IDENTITY
A business number your customers recognise.
Use the same Saudi business number for telephone calls and WhatsApp messages, so customers reach your business through one familiar number. UCaaS provides business numbers and supports numbers you already own, subject to number eligibility and Meta registration requirements. WhatsApp calling is not currently offered for Saudi business numbers.
Your business
+966 · Business number
✓
Business contact
Telephone calls
WhatsApp messages
One number your customers recognise
TEMPLATES INSIDE UCAAS
Create the template where your team works.
Create WhatsApp message templates in UCaaS, choose the language and category, and prepare personalised variables. Follow the approval status before using the template in customer outreach.
Name
Date
Time
Create and manage the template in UCaaS
WHATSAPP CAMPAIGNS
From the right audience to a conversation worth following.
Prepare a campaign, select an approved template and an audience that has agreed to receive your messages, then review the send. Keep customer replies within the team inbox.
Quotation follow-up
Draft
1 · Campaign
2 · Template
3 · Audience
4 · Preview
Campaign name
Quotation follow-up
Channel
WhatsApp Business
Audience
Customers who opted in
Hello Ali, would you like to review your quotation?
Approved template
TEAM COLLABORATION
The customer sees one business. Your team sees the full context.
Use conversation assignment and internal notes to coordinate sales, service and operations. A colleague can pick up the next step with the context already recorded.
INTERNAL NOTE · REEM
The requirements are confirmed.
Please coordinate the activation date.
REPLY · KHALID
I have the full context.
I will continue from this conversation.
SERVICE TICKETS
A support request needs a case, an owner and an outcome.
Keep the WhatsApp conversation alongside a service ticket linked to the customer. Record the issue, assign responsibility and follow its status through resolution.
TICKET · 0148
Confirm order details
In progress
Contact
Sara Alharbi
Assigned to
Customer service
Priority
Normal
Source
Internal comment
The call clarified the request. The service team will confirm delivery.
AI AGENTS ON WHATSAPP
Give every answer a useful starting point.
Configure an AI agent with your business knowledge and response instructions. Use it for recurring WhatsApp questions and initial information gathering, with a clear route to a person when needed.
YOUR KNOWLEDGE
Service guide
Business instructions
Team handoff
A HELPFUL ANSWER
AUTOMATION & WORKFLOWS
Decide what happens after the message arrives.
Build the route around the request: inspect its context, assign the right team, add a label or notify the owner. Use the actions enabled in your UCaaS workspace.
WHEN
A WhatsApp message arrives
CHECK
What does the customer need?
SALES
Assign to the sales team
SERVICE
Assign to customer service
CUSTOMER SATISFACTION
Ask after the conversation. Improve the next one.
Invite customers to rate their WhatsApp service experience. Review responses with conversation and team context to understand where the experience can improve.
AFTER THE CONVERSATION
How was your experience?
1
2
3
4
5
“A clear answer, and someone followed through.”
Feedback linked to its conversation
REPORTING & ANALYTICS
Read the messages and the work behind them.
Review message and conversation reports, narrow the period and channel, and follow delivery statuses and team handling. Use the report fields available in your account to investigate the detail.
01
A QUESTION
Where does the conversation go next?
Conversations
Volume and ownership
Messages
Activity through the day
Service
Follow-up and outcomes
WHATSAPP BUSINESS CALLING
When a voice explains more than another message.
Add your WhatsApp Business channel in UCaaS and choose your number from your Meta Business Account. Handle messages and calls in one workspace, with customer permission for business-initiated calls.
ONE PLATFORM
One business number. Connected customer channels.
Use your business number across WhatsApp and other channels that support it, with customer conversations, records and tickets together in UCaaS. Bring a number you already own, subject to each country’s policies and regulations.
CUSTOMER CONTEXT
UCaaS
.png)
S
One connected customer record
One business number
Conversations
Calls
Tickets
Across channels that support your business number
YOUR QUESTIONS
Answers to your questions.
Can we use our existing business number?
+
Yes. Add WhatsApp Business in UCaaS and select your number from your Meta Business Account. Saudi business-number messaging follows number eligibility and registration requirements.
Can several employees manage the same channel?
+
Your team works in a shared inbox with conversation assignment, internal notes and customer context.
How do we use templates and campaigns?
+
Create your templates in UCaaS, follow Meta approval, and use approved templates to reach customers who agreed to receive your messages.
Are calls supported in every country?
+
Calling availability follows Meta policies and local regulations. The calling page links to the official country reference.
NEXT STEP
Put WhatsApp to work for your whole team.
Explore the subscription and bring your customer conversations into UCaaS.