Use the customer’s incoming identity.
Preserve the supplied phone or business-scoped identity and explicit reply identifiers. A contact card can describe another person; outgoing metadata does not automatically return in an inbound reply.
Keep the conversation going.
Build two-way messaging with the WhatsApp API. Receive customer replies through webhooks, acknowledge a message as read, show a typing indicator and send an emoji reaction. Use the customer-service window to continue the exchange with text and media.
Harbor
Business account
Today · 9:41
Hi Maya. How can we help with your delivery?9:41
Where is order 1042?9:41
Your order is packed and awaiting dispatch. We’ll send the tracking link after dispatch.9:41
Message
Order 1042
Order status checked
Packed, awaiting dispatch
Order
1042
Customer
Maya Chen
Source
Order record
Next step
Await dispatch
Answer from the order record. Keep the next step in the same conversation.
Harbor
Business account
Today · 9:41
Hi Maya. How can we help with your delivery?9:41
Where is order 1042?9:41
Your order is packed and awaiting dispatch. We’ll send the tracking link after dispatch.9:41
Message
Order 1042
Order status checked
Packed, awaiting dispatch
Order
1042
Customer
Maya Chen
Source
Order record
Next step
Await dispatch
Answer from the order record. Keep the next step in the same conversation.
Harbor
Business account
Today · 9:41
Hi Maya. How can we help with your delivery?9:41
Where is order 1042?9:41
Your order is packed and awaiting dispatch. We’ll send the tracking link after dispatch.9:41
Message
Order 1042
Order status checked
Packed, awaiting dispatch
Order
1042
Customer
Maya Chen
Source
Order record
Next step
Await dispatch
Answer from the order record. Keep the next step in the same conversation.
Choose a reply and follow the same order through the conversation.
Keep the context.
Respect the window.
Keep customer replies connected to their task.
Send the content the window permits.
The customer-service window lasts 24 hours from customer activity and resets on new messages. Use supported service content while it is open; use an eligible approved template to restart a closed exchange.
Acknowledge a message.
Mark an incoming message as read and show a typing indicator while you prepare a reply. Add an emoji reaction to a specific message, or remove your reaction when it no longer applies.
Keep building
with WhatsApp.
Continue in the team inbox, keep your Business app, or prepare Meta business agent for customer questions.
Scale without
losing control.
Organize teams in workspaces, control API access, and trace changes through audit logs.
Organization
Harbor
Production
Sandbox
Access stays in its workspace.
Production/API keys
Delivery agent
ActiveEmail
SMS
WhatsApp
ALChanges saved
Alex Lee
Admin
Today · UTC
Audit log
API key updatedAlex Lee · Production
09:42:18ReadWrite
API key createdAlex Lee · Production
09:41:06
Member invitedAlex Lee · Sandbox
09:38:24
Workspace createdAlex Lee · Sandbox
09:36:02
Member invitedAlex Lee · Production
09:31:47
Organization
Harbor
Production
Sandbox
Access stays in its workspace.
Production/API keys
Delivery agent
ActiveEmail
SMS
WhatsApp
ALChanges saved
Alex Lee
Admin
Today · UTC
Audit log
API key updatedAlex Lee · Production
09:42:18ReadWrite
API key createdAlex Lee · Production
09:41:06
Member invitedAlex Lee · Sandbox
09:38:24
Workspace createdAlex Lee · Sandbox
09:36:02
Member invitedAlex Lee · Production
09:31:47
Organization
Harbor
Production
Sandbox
Access stays in its workspace.
Production/API keys
Delivery agent
ActiveEmail
SMS
WhatsApp
ALChanges saved
Alex Lee
Admin
Today · UTC
Audit log
API key updatedAlex Lee · Production
09:42:18ReadWrite
API key createdAlex Lee · Production
09:41:06
Member invitedAlex Lee · Sandbox
09:38:24
Workspace createdAlex Lee · Sandbox
09:36:02
Member invitedAlex Lee · Production
09:31:47