Verified business sender
Your MSP brand and green check appear on every message — clients see the verified business name, not a personal number.
Brand on every reply
The channel 2.7 billion people already use.
WhatsApp is the default messenger in 180+ countries — including the markets your global clients live in. MSP Process plugs the WhatsApp Business API directly into your PSA so techs send, receive, and verify clients on WhatsApp without ever leaving the ticket. End-to-end encrypted. Verified business sender. Full audit trail.
- 2.7B
- Active WhatsApp users
- 180+
- Countries where it dominates
- E2E
- Encrypted by default
- Verified
- Business sender ID
Type a message…
E2E ENCRYPTED
PSA-LOGGED
VERIFIED SENDER
Access granted to verified user.
Identity confirmed via biometric push · folder permissions applied in Entra ID · full audit chain logged to HaloPSA #5219.
Email is dead in half the world. WhatsApp won.
In Latin America, EMEA, India, and APAC, WhatsApp is the default business messenger — not a "nice to have." If your MSP serves clients with global offices, a verified WhatsApp ticketing channel is no longer optional.
Without verified WhatsApp
Personal numbers and shadow tickets.
- 01A client in São Paulo WhatsApps a tech directly on their personal number.
- 02No ticket created. No SLA timer. No verified identity.
- 03Tech leaves the company. Their phone goes with them. So does the client relationship.
- 04When something breaks, no audit trail exists. Insurer asks. You can't answer.
With MSP Process
Verified business sender. Threaded to the PSA.
- 01Client messages your verified business WhatsApp number — branded as the MSP.
- 02Identity matched against client tenant. Authenticator or Duo push challenged when the action requires it.
- 03PSA ticket auto-created with full WhatsApp transcript. SLA timer starts.
- 04Tech replies from inside the PSA. Reply lands in WhatsApp. Audit log captured.
Everything your dispatchers expect — on WhatsApp.
Native WhatsApp Business API integration with full PSA bidirectional sync, identity verification, and end-to-end encryption out of the box.
Identity verification in-channel
Authenticator or Duo push triggered from inside the WhatsApp thread when a privileged action is requested. Default-deny on unverified.
Authenticator · Duo180+ country coverage
Every country WhatsApp Business API supports — Brazil, Mexico, India, Indonesia, EMEA, APAC. Local phone numbers per region available.
Global by defaultEnd-to-end encrypted
Native WhatsApp E2E encryption preserved. Messages never decrypted in transit. Auditable copy stored encrypted at rest in your tenant.
E2E preservedPSA bidirectional sync
Threads write to ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk, Freshservice. Replies from inside the PSA send back to WhatsApp.
Native PSA · ITSMTemplates & broadcasts
Approved WhatsApp Business templates for outage notifications, maintenance windows, password reset confirmations. SMS Broadcast equivalent — at WhatsApp scale.
Outage · Maintenance · AuthWhen MSPs reach for WhatsApp first.
Eight scenarios where verified WhatsApp ticketing earns its keep — most before lunch.
Global travelers
The CFO is in Singapore. Their data plan is unreliable. Email is on a corporate VPN they can't reach. WhatsApp works.
LATAM & EMEA tenants
WhatsApp is the only business messenger your São Paulo, Madrid, or Cape Town offices actually use.
Outage notifications
180+ countries reachable in 60 seconds via approved WhatsApp templates. Higher read rate than SMS or email.
Photo-based diagnostics
"Send me a photo of the cable and the port LEDs." Clients reply in seconds. Photos attach to the PSA ticket.
Verified password resets
Authenticator push delivered inside the WhatsApp thread. Approved on the registered device. Reset runs.
Field tech check-ins
Onsite tech sends arrival photos and a status update from WhatsApp. Updates the ticket. No app to install.
Personal-number cleanup
Migrate clients off your techs' personal numbers in one week. Verified business sender from day one.
Weekend coverage
AI Voice + WhatsApp combine: voice for inbound P1 escalations, WhatsApp for follow-up status without waking the on-call.
Live in days, not quarters.
No 90-day onboarding theater. We've helped MSPs migrate tenants off personal numbers and on to verified WhatsApp ticketing in a single week — with a clean cutover and zero ticket loss.
Verified business sender provisioned
Meta Business verification handled for you. Your MSP brand and green check live on the WhatsApp number you'll use with clients — same day.
PSA wiring & tenant mapping
Connect ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk, or Freshservice. Pull contacts from each client tenant. Test inbound flow against a sandbox.
Pilot client + tech migration
Run live with one client. Move two or three techs off their personal WhatsApp numbers. Watch the audit log fill with real, threaded, verified tickets.
Roll out to every tenant
Broadcast a branded WhatsApp template announcing the new number. Personal-number traffic drops 60%+ in the first 30 days. Insurance asks — you have the audit log.
Numbers from MSPs running verified WhatsApp.
Average impact across the first 90 days post-rollout — measured against the same MSP's pre-WhatsApp baseline.
+24%
Tickets logged
98%
Read rate
61%
Reduction in personal-number traffic
< 90s
Avg first response
Every channel. One verified queue.
WhatsApp lands in the same queue as every other channel — voice, Teams, SMS, email, portal, chat.
Meet your global clients
on the channel they actually use.
Book a 30-minute demo. We'll show you a live WhatsApp ticket flow — sender verification, PSA sync, identity challenge, and the audit log — in your own tenant.