Chat in Kommo via the WhatsApp Business app

February 26, 2025

What you’ll need:

  • A Kommo account (any plan or 14-day trial).
  • WhatsApp Business app (version 2.24.17 or newer).
  • A Facebook Business Portfolio (or create one during setup). See Meta’s guide for instructions.
  • A phone number with a supported country code.

Keep in mind:

  • Not supported in Nigeria and South Africa.
  • New WhatsApp Business app accounts are not immediately eligible for. This feature is designed for businesses already actively using the app and looking to scale with new tools. We recommend using the WhatsApp Business app for a while before onboarding, as eligibility depends on tenure and messaging quality.
  • Only chats that were active within the last 30 days will be imported. Each chat will include messages that are no older than 30 days.

WhatsApp Business lets you use the same phone number in both the WhatsApp Business app and WhatsApp Business Platform at the same time, giving you cost flexibility: API messages follow WhatsApp pricing, while messages sent via the WhatsApp Business app remain free.

Messages sync in real time – conversations from the app appear in Kommo, and messages sent from Kommo appear in the app – keeping one shared chat history.

Use cases

  • Customer support teams – Manage daily interactions in the WhatsApp Business app while automating responses and CRM updates in Kommo via WhatsApp Business.
  • E-commerce businesses – Engage with customers manually while using the API for order updates and marketing automation.
  • Service providers – Communicate directly with clients via WhatsApp while integrating appointment scheduling and reminders through the API.
  • Hybrid business models – Maintain seamless messaging between manual chats in the app and automated workflows in the API.

How does it work?

Messages follow separate rules depending on whether they are sent via the WhatsApp Business or the WhatsApp Business app:

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Feature
WhatsApp Business
WhatsApp Business app
Message charges
Based on WhatsApp Business pricing
Free
Message templates
Only approved templates can start a conversation
Not applicable
Customer service window
Free-form messages are allowed within 24 hours of the customer's last message
Not applicable

What changes after onboarding?

The table below shows the features available to business customers using WhatsApp Business and any changes to the WhatsApp Business app after onboarding.

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Existing features on the WhatsApp Business App
Changes to features on the WhatsApp Business App AFTER onboarding to WhatsApp Business
Is the WhatsApp Business app feature supported on WhatsApp Business?
Individual (1:1) chats
Message Edit/Revoke is no longer supported.
Supported.Messages sent and received are mirrored between the WhatsApp Business and WhatsApp Business app.
Contacts
No change.
Supported.Note: The WhatsApp Business app supports contact synchronization. Learn more about the feature
Group chats
No change.
Not supported.Group chats will not be synchronized.
Phone number hiding chats
No change.
Not supported.
Disappearing messages
Disappearing messages will be turned off for all individual (1:1) chats.
Not supported.
View once message
View once messages will be disabled for all individual (1:1) chats.
Not supported.
Live location message
Live location messages will be disabled for all individual (1:1) chats.
Not supported.
Broadcast lists
Broadcast list will be disabled. Businesses won’t be able to create new Broadcast Lists. Existing Broadcast Lists will become read-only.Use Kommo’s Broadcasting tool instead. Learn more here
Not supportedUse Kommo’s Broadcasting tool instead. Learn more here
Voice and video calls
No change.
Not supported.
Business tools (eg. catalog, orders, status)
No change.
Not supported.
Business profile (eg. business name, address, website)
No change.
Supported.
Channels
No change.
Not supported.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.

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