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INTELLIA

Meta Business Platform

Serve customers where they already are.

WhatsApp Business Platform onboarding, Cloud and On-Premises API integration, chatbots, campaigns and AI agents connected to your systems.

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WhatsApp Business Platform & Conversational AI at INTELLIA, in brief

INTELLIA integrates the Meta WhatsApp Business Platform into business systems: onboarding and verification, Cloud API or On-Premises API setup, message templates, webhooks, chatbots, broadcast campaigns and live-agent inboxes. Conversations connect to CRM, ERP and helpdesk tools, and AI assistants can answer common questions before handing over to staff.

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Customers message you on WhatsApp. Your systems do not.

Most companies already receive orders, complaints and questions on WhatsApp, usually on staff phones running the free app. Conversations are lost when staff leave, there is no reporting, customer data sits on personal devices, and nothing connects to the systems that hold orders and accounts.

  • Business conversations on personal phones and the consumer app
  • No shared inbox, assignment or response-time tracking
  • Manual replies to the same ten questions all day
  • Broadcasts sent without opt-in, risking number bans

Capabilities

What our WhatsApp & Chatbots team delivers

  • Onboarding and verification

    Meta Business verification, display name approval, phone number migration and template approval guidance.

  • Cloud API and On-Premises API

    Integration using Meta-hosted Cloud API or, where required, the On-Premises API on your infrastructure.

  • Webhooks and Graph API integration

    Real-time message, status and template events wired into CRM, ERP and order systems.

  • Chatbots and AI agents

    Menu bots, flows and AI assistants that answer from your knowledge base and complete tasks.

  • Shared team inbox

    Assignment, tags, canned replies, SLAs and supervisor dashboards for agents (via LOOMX and CX Hub).

  • Notifications and campaigns

    Opt-in based order updates, reminders, OTPs and marketing campaigns with delivery and read analytics.

Our approach

How a typical engagement runs

  1. 1

    Use-case and policy review

    Map conversation types to Meta's messaging categories and policies before anything is built.

  2. 2

    Account and number setup

    Business verification, WhatsApp Business Account creation, number registration and template submission.

  3. 3

    Integrate and automate

    Webhooks, bot flows and system integrations built and tested in a sandbox.

  4. 4

    Agent rollout

    Shared inbox configuration, team training and escalation rules.

  5. 5

    Optimize

    Review automation rate, response times and conversation costs monthly.

WhatsApp Cloud API vs On-Premises API

Factor Cloud API On-Premises API
Hosting Meta-hosted Your servers or private cloud
Setup and maintenance Minimal You run and upgrade the containers
Throughput High, managed by Meta Depends on your infrastructure
New features Arrive first Limited; Meta has been sunsetting this option
Best for Almost all new projects Legacy deployments with specific constraints

Which conversations should be automated?

Automate high-volume, low-judgment conversations: order status, store hours, appointment booking, balance checks, document requests. Keep complaints, negotiations and sensitive cases with people, but give agents AI-suggested replies and full context. Measure automation rate and customer satisfaction together, so efficiency never quietly erodes experience.

Typical integrations

  • Order and delivery updates from ERP or eCommerce via utility templates
  • Appointment reminders from booking or school systems (see eSchool)
  • Support tickets created from conversations in CX Hub
  • Contact-center routing alongside voice in CONVERSA

For costs, setup steps and templates, read our WhatsApp Business API pricing and setup guide, and see the WhatsApp automation case study.

Technologies we use

  • WhatsApp Cloud API
  • WhatsApp On-Premises API
  • Meta Graph API and webhooks
  • WhatsApp Flows
  • Node.js and Python
  • LLM-based assistants with RAG
  • Odoo, CRM and helpdesk connectors

Related INTELLIA products

Related case studies

Pricing and engagement

How we work together

WhatsApp projects are usually small to start and grow with volume. Meta charges for conversations separately from our fees; we explain the current pricing model for your country during scoping.

  • Platform setup

    Best for: First WhatsApp integration

    Fixed-price onboarding, templates, webhooks and a basic bot or inbox.

  • LOOMX subscription

    Best for: Teams that want a ready inbox and bot builder

    Our WhatsApp automation product, configured to your workflows.

  • Custom integration

    Best for: Complex systems

    Deep integration with ERP, core banking, booking or order systems, plus AI agents.

We do not publish fixed prices because scope drives cost. Every proposal states assumptions, inclusions and exclusions.

FAQ

WhatsApp & Chatbots: common questions

What is the WhatsApp Business API?

The WhatsApp Business API, now called the WhatsApp Business Platform, lets businesses send and receive WhatsApp messages from software rather than a phone app. It supports many agents on one number, chatbots, automated notifications and integration with business systems.

What is the difference between the WhatsApp Business app and the Business Platform?

The free Business app runs on a phone and suits very small businesses. The Business Platform is accessed through APIs, supports multiple agents and integrations, and requires business verification and approved message templates for outbound messages.

Cloud API or On-Premises API: which should we use?

Most businesses should use the Cloud API, which Meta hosts and maintains. The On-Premises API runs on your own servers and was historically chosen for data-control reasons; Meta has been phasing it out, so we only recommend it where a specific requirement applies.

How much does WhatsApp messaging cost?

Meta charges per message or conversation depending on category (marketing, utility, authentication, service) and the recipient's country, and pricing changes periodically. We share the current Meta rate card for your markets during scoping and model expected monthly cost.

Can we keep our existing phone number?

Usually yes. A number in use on the WhatsApp app can be migrated to the Business Platform, though it can no longer be used in the phone app at the same time. We plan the migration to avoid downtime.

Can a chatbot hand over to a human agent?

Yes. Bots handle common requests and pass the conversation, with full history, to an available agent when the customer asks or the bot cannot help.

How do we avoid getting our number restricted?

Send marketing messages only to customers who opted in, use approved templates, honor opt-outs immediately and monitor quality ratings. We build opt-in capture and quality monitoring into every setup.

Further reading

Planning a WhatsApp & Chatbots project?

Tell us what you are trying to achieve. A solution architect will reply within one business day with next steps — not a sales script.

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