Front Line
AI Customer Support Agent
Resolves customer questions across chat and email using your knowledge base and hands off complex cases.
Extensions
WhatsApp Channel Add-on
Customers can message your existing agent on WhatsApp and get the same answers they would get anywhere else.
Many of your customers would rather send a WhatsApp message than call or fill in a form. This add-on connects the agent you already run to your own WhatsApp Business account, so those messages get a prompt answer from knowledge you have already approved. The number, the account and the conversation history stay in your name, and questions outside the agreed scope are left for your team.
- Replies to WhatsApp messages on your own business number
- Reuses the answers your agent already gives elsewhere
- Covers messages, templates and conversation events in one connection
$1,500
10–20 working days
What it is
The WhatsApp Channel Add-on connects an AI agent you already run, or are buying now, to the WhatsApp Business Platform. Messages arrive in your WhatsApp Business account, the agent replies with its existing knowledge and rules, and everything is tested with the parent product. Your number and conversation history stay in your own account.
Why businesses buy it
When WhatsApp is how customers prefer to reach you, slow replies feel like being ignored, and a shared phone passed between staff does not scale. Connecting your existing agent answers routine messages straight away, day or night, with the same approved answers it gives on other channels. Your team only steps in when it matters. The scope is fixed in writing: one WhatsApp connection on your own Business account, tested with the parent product, with one revision round, so there is no open-ended project to manage.
Problems this solves
Customers message your business on WhatsApp and wait hours for replies
The add-on connects your existing agent to the WhatsApp Business Platform. Messages to your WhatsApp Business account get a reply from the agent's knowledge and rules, at any hour.
Staff answer WhatsApp from personal phones with no shared record
Messages arrive in your WhatsApp Business account, and your number and conversation history stay in your own account. The business keeps the record, not an individual phone.
WhatsApp answers differ from what your website or phone line says
The agent on WhatsApp is the same one you already run, using its existing knowledge and rules. Customers hear the same answers whichever channel they choose.
A good fit if
Your customers already message you on WhatsApp and staff answer by hand.
Your agent works on chat, voice or email, and you want it on WhatsApp without building a second one.
You have, or can set up, a WhatsApp Business Platform account and number in your own name.
You want WhatsApp conversations held to the same approved answers as your other channels.
Not the right fit if
You want an agent built for WhatsApp from the start, with no other product. WhatsApp AI Support Agent is that build.
Your customers send voice notes as often as text. WhatsApp Voice + Text Agent handles both.
You want to send broadcast campaigns rather than answer messages. See WhatsApp AI Campaign Agent.
You only need an SMS line. The SMS Channel Add-on adds two-way text messages instead.
How it works
- We connect to your WhatsApp Business Platform account. You give access through a Meta WhatsApp Business Platform access token, in your name.
- Messages reach the agent. Incoming WhatsApp messages and conversation events go to the agent you already run.
- Replies follow your rules. The agent answers from the same approved knowledge and hands off to a person in the same way it does elsewhere.
- Templates are set up where needed. Messages WhatsApp requires to be pre-approved use templates from your account.
- It is tested with the parent product. We run test conversations over WhatsApp and record the outcomes.
- Handoff. Documentation, a test report, a handoff note and a short written walkthrough are delivered after one revision round.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- The order reference of the agent being connected
- A WhatsApp Business Platform account and phone number in your name
- A Meta WhatsApp Business Platform access token, shared securely in the way we agree at intake, never by email
- Any message templates you already use or want approved
- One person who approves the WhatsApp flow
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
WhatsApp account, number and access confirmed
Weeks 1–2
Agent connected to WhatsApp messages and events
Week 2
Templates and handoff checked against your rules
Week 2
Test conversations over WhatsApp
Week 2
Your review and one revision round
Go-live
Live on WhatsApp, walkthrough and test report delivered
| Option | Delivery time | Price |
|---|---|---|
| Standard | 10–20 working days | $1,500 |
What you receive at handover
- Your existing agent connected to the WhatsApp Business Platform
- Number and conversation history held in your own WhatsApp Business account
- A test report from testing with the parent product
- Updated documentation, a handoff note and a short written walkthrough
- 14 days of support
Expected benefits and how to measure them
- Can help customers get replies on the app they already use.
- Helps keep WhatsApp conversations owned by the business.
- WhatsApp reply time
- Compare first reply times in your WhatsApp Business account for the month before and after launch.
- Conversations handled by the agent
- Count WhatsApp conversations resolved without a handoff, from the agent's logs, each month after launch.
- WhatsApp enquiry volume
- Track total WhatsApp conversations per week from your account reports, before and after launch.
Before you start: Note how many WhatsApp messages you receive each week and how long replies take. Record who answers them today and on which phones.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
WhatsApp conversation fees are charged by Meta to your own WhatsApp Business account, and AI model usage for the extra conversations goes to your own model accounts. We charge nothing per message. The channel's build price is a single payment.
Ask about running costsCustom requirements
Need a second WhatsApp number, a catalog flow or payments inside WhatsApp? Add a note at checkout. You get a written Change Quote, and the extra work only starts after you accept it. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
Once live, the WhatsApp channel is covered by the parent product's maintenance, which grows in line with the add-on's price. New message templates, seasonal answers and changes to the flow use its monthly change hours.
Adds $75/mo to maintenance
Covered by the main product's maintenance, which grows by this amount.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | A WhatsApp inbox tool bills monthly per seat | An agency quotes a WhatsApp project | Ours is one fixed price, shown before you buy |
| Account | Often held inside the tool's account | Depends on the contract | Ours runs on your own WhatsApp Business account |
| Answers | A new bot to set up | Built to the brief | Ours reuses your existing agent's knowledge |
| Testing | Left to you | Set per project | Ours is tested with the parent product |
Questions about this product
Do I need my own WhatsApp Business account?
Yes. The connection runs on a WhatsApp Business Platform account and number in your name, so you keep the number and the conversation history. We do not buy accounts for customers. If you do not have one yet, start the Meta setup as soon as you order, because the intake deadline is 72 hours.
Who pays the WhatsApp conversation fees?
You do, directly to Meta through your own WhatsApp Business account. Those fees depend on how many conversations happen and what kind they are. AI model usage is also billed to your accounts. Upmark Labs adds no per-message charge on top of the one-time price.
Can the agent start conversations on WhatsApp?
Only within WhatsApp's rules. Messages sent outside a customer-started conversation need approved templates from your account, and we set up the templates the agreed flow needs. Marketing broadcasts are a separate product, the WhatsApp AI Campaign Agent, rather than part of this channel.
What happens when a WhatsApp customer needs a person?
The agent hands off the same way it does on its other channels, using the handoff settings already agreed for the parent product. If the parent product has no live handoff yet, the Human Handoff Setup add-on adds it with the full conversation passed across.
What affects how long the WhatsApp channel takes to go live?
Mostly your WhatsApp Business account. The add-on follows the delivery speed chosen for its parent product, and the clock starts once your WhatsApp access is verified. If Meta's business verification or template approval is slow, the date can move, so start that during intake. Faster speeds are available, with the fixed date shown before you pay.
Can WhatsApp go live before my main product is finished?
No. The channel is tested together with the parent product, so it goes live with it, or after it when you add WhatsApp to a product you already run. That way the answers on WhatsApp are the same tested answers your other channels give.
Answer WhatsApp without adding a second bot to look after.
Add the WhatsApp Channel Add-on and your existing agent replies on your own WhatsApp Business number, using answers you have already approved.
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