WhatsApp automation for business: what you can automate and what it costs

Why WhatsApp matters

In much of the world, WhatsApp is how customers prefer to talk to businesses. Parents of a soccer academy, travellers booking a trip, clients of a clinic: many would rather send a WhatsApp than call or email. Bringing WhatsApp into your CRM means those conversations aren't trapped on one staff member's phone.

What you can automate

• Instant replies to new messages, with an AI agent that answers questions and books appointments.
• Appointment notifications: confirmations, reminders and follow-ups from your calendar settings.
• Workflow messages after forms, purchases or pipeline changes.
• Broadcasts to opted-in groups, like a team, class or customer segment, using approved templates.
• Missed call replies by WhatsApp instead of SMS.

How WhatsApp's rules and pricing work

WhatsApp has its own rules for businesses. The two that matter most:

• The 24-hour customer service window. When a customer messages you, a 24-hour window opens. Inside it you can send normal free-form replies. Outside it, you can only send pre-approved template messages.
• Per-message pricing. Since July 2025, WhatsApp charges per template message, with prices that depend on the category and the country. Marketing templates are always charged. Utility templates, such as an appointment reminder, are free when sent inside an open customer service window and charged outside it. Free-form replies inside the window are free.

There's also a 72-hour free window when someone messages you from a click-to-WhatsApp ad and you reply within 24 hours. Check WhatsApp's current rate card for your country before planning large campaigns.

Getting set up

1. Add the WhatsApp add-on to your Oceanic Funnels OS account.
2. Go to Settings → WhatsApp and choose how to connect: link the WhatsApp Business app you already use (you keep using the app, and can import up to six months of chat history), create a new WhatsApp Business account with a new number, or migrate a number from another WhatsApp provider.
3. Log in with the Facebook account that manages your business, verify the number with the code sent by SMS or call, and select your Meta business portfolio.
4. Create and submit your message templates for approval, such as appointment reminders and follow-ups.
5. Turn on WhatsApp in your calendar notifications, workflows and AI agent channels.

On the Growth and Done-For-You plans, our team handles this setup with you.

Best practices

• Only message people who have opted in to WhatsApp messages from you.
• Keep templates short and useful. Reminders and updates get far better responses than promotions.
• Reply fast while the 24-hour window is open, which is when conversations are free.
• Use tags to send broadcasts only to the relevant group.

Sources

• Pricing on the WhatsApp Business Platform (Meta for Developers)