Platform · Module
WhatsApp channel
WhatsApp as a governed channel to every One3 app, with consent and quality guards
The WhatsApp channel connects every subscribed module to WhatsApp through the Action contract: templates, conversations, owner commands, approvals and notifications. Usage is metered as provider pass-through.
A channel, not a separate product
Indian SMB owners and their customers live on WhatsApp. In One3, WhatsApp is an interface to every subscribed module over the same Action contract, with consent checks, quality guards and pass-through metering. Customer-facing campaigns and the shared inbox are built in Marketing and Service Desk on top of this channel.
Foundation (Wave 1)
The foundation is planned for Wave 1, with general availability in Wave 2. An architecture decision chooses between Meta's Cloud API directly and a Business Solution Provider, including onboarding through Embedded Signup where available (to verify). Each tenant or workspace has a registry of WhatsApp Business Accounts and phone numbers, with display-name status, quality rating and messaging limit tracking. Templates are synced, created and submitted, with approval status and categories (marketing, utility, authentication). Inbound webhooks are signature-verified and threads are linked to the person through their contact point.
Sending is an Action, risk tier R3 and externally irreversible, with a consent check and opt-out keywords. A quality-rating guard auto-pauses campaigns when the quality signal drops.
General availability (Wave 2)
- Pass-through metering per message category using rate facts (rate card to verify).
- WhatsApp approvals for owners and managers, bound to a verified identity.
- Owner commands: ask Copilot and trigger allowed Actions from WhatsApp; R0–R2 run directly and R3 goes through the approval flow.
- Notification delivery through utility templates.
- Media handling for images, documents and voice notes, stored with malware scanning.
- Service-window awareness: free-form replies only inside the customer service window, templates outside (to verify).
- For agencies: a WABA per client sub-account, shared BSP account management and per-client rebilling of conversations.
Later
Planned for Wave 3: WhatsApp Flows mapped to Forms submissions, Indic voice-note transcription and WhatsApp business calling (to verify). Catalogue sync, WhatsApp orders into Commerce and Billing and UPI payment links follow in Waves 3–4 (in-WhatsApp payment availability to verify).
Features
What WhatsApp channel includes
Provider onboarding
Cloud API or BSP, with Embedded Signup where available (to verify). W1.
WABA and number registry
Per tenant or workspace, with display-name status, quality rating and messaging limits. W1.
Template management
Sync, create, submit and track approval across marketing, utility and authentication categories. W1.
Inbound conversations
Signature-verified webhooks with threads linked to the person. W1.
Governed send Action
R3 send with consent check and opt-out keywords. W1.
Quality-rating guard
Auto-pause campaigns on a quality drop. W1.
Pass-through metering
Per message category using verified rate facts. W2.
WhatsApp approvals
Owners and managers decide with identity binding and audit. W2.
Owner commands
Ask Copilot and trigger allowed Actions; R3 goes to approval. W2.
Media handling
Images, documents and voice notes stored with malware scanning. W2.
Service-window awareness
Free-form inside the window, templates outside (to verify). W2.
Agency WABA management
WABA per client, shared BSP account management and per-client rebilling. W2.
WhatsApp Flows and voice notes
Forms inside WhatsApp; Indic voice-note transcription. W3.
Catalogue, orders and payment links
Product sync, orders into Commerce and Billing, UPI links (to verify). W3–W4.
Workflow
Owner checks the day on WhatsApp
- 1
Owner messages "what's pending today?".
- 2
Copilot replies with approvals waiting and key alerts.
- 3
Owner approves a discount in the thread with identity binding.
- 4
The decision is audited and the deal workflow resumes.
AI
AI skills and Digital Employees
Owner commands
Copilot with the owner's permissions inside WhatsApp; R3 routed to approval. W2.
Template drafting
Drafts templates and suggests the right category; provider review still applies. W2.
Voice-note transcription
Indic speech recognition into the conversation. W3.
Digital Employees that use this module
- AI Email & WhatsApp Campaign Specialist
- AI SDR — Inbound Lead Responder
- Collections Reminder Assistant
- Appointment Booking & Reminder Agent
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
How is WhatsApp charged?
WhatsApp is metered as provider pass-through per message category. Rates come from verified rate facts; no prices are set in the plan.
Can WhatsApp sends go out without consent?
No. The send Action checks consent and opt-out keywords, and a quality guard pauses campaigns if quality drops.
Can agencies manage WhatsApp for many clients?
Yes. A WABA per client sub-account, shared BSP account management and per-client rebilling are planned for Wave 2.
See WhatsApp channel in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.