Three things that do different jobs
You do not need to be a developer to understand the choice. Think about who answers customers and what needs to happen after each message.
- WhatsApp Business app: a business messaging app with tools such as a business profile and quick replies. It can suit a small operation whose conversations are easy to manage.
- WhatsApp Business Platform: the business messaging service that connects WhatsApp to software through an API. An API is a connection that lets systems exchange information. Cloud API is the version hosted by Meta.
- GoDesk: the workspace your team uses to handle those connected messages alongside customer records, calls, support tickets, sales opportunities and quotes.
The API provides connectivity. GoDesk provides the team workflow around the conversation. Read Meta’s Business Platform overview ↗.
When does a team need more than the app?
Consider a shared platform when a message needs several people or several steps. A customer may ask for a quote, send requirements, call to clarify, then message about installation.
- A named owner needs to follow up on the enquiry.
- Another adviser must take over when the first person is away.
- A support issue needs a ticket and a resolution date.
- Managers need to know which work remains open.
- Customer information needs to stay connected to your CRM.
Connected work helps the next agent continue the conversation with context. It also makes outstanding work visible beyond the person who received the first message.
What is a BSP, and why work with GoDesk?
BSP means Business Solution Provider. As your WhatsApp BSP, GoDesk helps plan the business account and number connection, team workflow, message templates and launch checks. The agreed setup can connect WhatsApp to sales, service and your existing systems.
Choose the service around your operation: which people need access, which enquiries become tickets, which messages need follow-up, and what your managers need to review. Ask for these items in your proposal.
Where does WhatsApp fit with your other channels?
Use WhatsApp for an ongoing customer conversation. A phone call can help resolve a complex question; SMS can carry a short update; email can carry a longer explanation or document. Agree the customer’s preferences and keep the relevant history together.
GoDesk brings these channels into an omnichannel contact centre. You can also connect an existing CRM, ERP or compatible SIP PBX.