Simwood’s WhatsApp Business integration enables you to connect with your customers directly through WhatsApp with enterprise-grade security, full compliance, and rich voice and messaging features.

Whether you want another channel for 3 billion users to reach you on their favourite app, or if you’re sending order updates, authentication codes, or personalised marketing messages, Simwood helps you do it securely and at scale.

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WhatsApp Business Calling features

Global Reach

Any number can register on WhatsApp and receive calls from WhatsApp’s 3 billion+ users.

Seamless Integration

Route calls through Simwood’s core (The Potato®) to SIP, Teams, call centres, AI agents.

Secure & Trusted

User-initiated calls (or pre-approved templates for outbound messages) only, keeping users in control and promotes trust in your business.

Getting Started with WhatsApp via Simwood

WhatsApp Business Account (WABA)

To use WhatsApp for business, you’ll need an approved WhatsApp Business Account (WABA). Each sender number and message template is linked to your verified account, ensuring visibility, control, and compliance across all communications. Only once a level of authentication has been performed, calling features are enabled by Meta.

Manage everything from the Simwood Portal

Manage all your WhatsApp assets numbers, templates, and permissions inside your verified Meta Business Portfolio. This verification step protects your brand identity and strengthens overall account security.

24-Hour Customer Service Window

When a customer contacts you on WhatsApp, a 24-hour reply window opens. Within this time, you can respond freely. After the window closes, further communication must use approved message templates (notifications, authentication codes, or marketing messages).

Message Templates

Any outbound messages sent beyond the 24-hour window must use pre-approved templates.

These templates:

Must be submitted for WhatsApp approval via Simwood
Using templates ensures you can deliver personalised messages tailored to each customer

Sender Verification

Every WhatsApp sender number must be registered and verified through Simwood before use.

Security, Data Protection & Compliance

Use HTTPS endpoints, safeguard credentials, and never share customer data without consent. Always comply with WhatsApp’s Terms of Service and Simwood’s own terms. Only use WhatsApp for business communications – not emergency services or personal/non-business use.

Note: WhatsApp Business integration is intended strictly for business communication, not for personal messaging or emergency use.

Customer Consent & Responsible Use

Opt-In and Opt-Out

Before messaging anyone, your business must have explicit opt-in consent. Customers must also be able to opt out easily at any time.

Approved Use Cases

WhatsApp can be used for:

Order updates and delivery notifications
Customer support
Secure authentication (2FA)
Policy-compliant marketing messages

It cannot be used for spam, bulk unsolicited messages, or any activity restricted by WhatsApp’s policies.

Compliance & Restrictions

Technical Safeguards & Acceptable Use

Simwood’s integration strictly enforces Meta/WhatsApp platform rules. You must not attempt to bypass our technical safeguards.

Note: WhatsApp calling must never be connected to or bridged with the public telephone network (PSTN).

Controlled Messaging

WhatsApp communication must be user-initiated.
Customers must initiate contact unless you are using approved message templates.
If automation is in use, there must always be a clear path to escalate the conversation to a human agent.

WA terms