The conversation enters the file, not a rep’s phone
Your customers write to you wherever they like. With your brand’s WhatsApp Business account connected, every message —WhatsApp, Instagram or Messenger— lands in the customer’s opportunity, next to their history and their documents.
What exactly gets connected
Meta offers businesses three messaging channels under one business account: the WhatsApp Business Platform (the version for businesses with volume, distinct from the WhatsApp Business phone app), Instagram messaging and Facebook Messenger. LeadEnergIA connects to all three with your brand’s account: the WhatsApp number is yours, the profile is yours and the per-conversation cost is billed by Meta to your account.
What happens when a customer writes
The message reaches the platform and the customer is looked up by number or profile. If they exist, it enters their opportunity; if not, it creates a lead with the entry channel marked.
Someone answers: a person, or the AI at the level you chose (below). The reply goes out on the same channel it came in.
Everything stays in the file. The rep who picks up the opportunity tomorrow sees the whole conversation, not a forwarded screenshot.
WhatsApp comparator: send the bill, get the offer
The customer sends a photo or the PDF of their bill to your brand's WhatsApp. The platform reads it with AI, compares it with your tariffs and sends back the offer with the saving in the same conversation, with a link to see it in full and say they want to sign up. Since the customer wrote first, the reply falls inside the 24-hour window.
The opportunity is created automatically, with its entry channel and consent recorded, and the rep who picks it up finds the proposal already done. The numbers do not come from the AI: they come from the comparator, the same ones you would see in the CRM. And it is a reply from the comparator, not a conversation with the AI: it is switched on separately and works with any of the three levels below.
The 24-hour rule
It is Meta’s condition and worth understanding before connecting anything. From the customer’s last message a 24-hour window opens in which you can reply freely. Outside it, you can only send templates pre-approved by Meta, and marketing templates have their own price and their own review.
Practical consequence: the follow-up sequence stays on email —the seventeen emails with their conditions, which stop when the customer replies— and WhatsApp is for talking. We don’t force WhatsApp into what it isn’t made for, because Meta closes accounts for that.
Connecting is not delegating: the three levels
A channel connecting WhatsApp hasn’t accepted that an AI talks to its customers. They are two different decisions, chosen per task, not all at once.
| Level | What the AI does | For whom |
|---|---|---|
| 0 · Plumbing only | Nothing. The conversation enters the file and a person answers. | Low-volume channels or those starting out. |
| 1 · Drafts, you send | Proposes the reply with the file in front of it; a person reviews and sends. | The default level when connecting. Removes the writing without removing control over what is said. |
| 2 · Answers alone | Replies without review, but only to questions whose answer is already in the file. Beyond that it doesn’t improvise: it creates a task and says so. | Channels that have already seen what level 1 writes. |
What the AI sees and what it doesn’t
The same projection as the API and the voice agent: name and form of address, language, the offer and its broken-down saving, the stage, what’s missing in the checklist. Margin, commissions and IBAN don’t exist for it, at any level. And some things are never automated, integration or not: moving an opportunity between stages, validating a document, writing the contract reference.
What you need
- A verified Meta business account, with your brand.
- A phone number for WhatsApp Business not already in use on the phone app, or one you migrate.
- The templates you want to use outside the 24 hours, approved by Meta. We give you ours as a starting point.
- The level for each task. Start at 1.
FAQ
Can I use the WhatsApp I already have on my phone?
Not directly: the WhatsApp Business phone app and the WhatsApp Business Platform are different products, and a number can only be on one of them. The usual route is a dedicated number for the platform, or migrating the current one through the process Meta documents.
Can I send promotions to my portfolio over WhatsApp?
Only with marketing templates approved by Meta, to customers who agreed to receive them, and at the rate Meta sets for that message type. It is your account’s decision, not the platform’s; we don’t launch WhatsApp campaigns from the system.
Do Instagram and Facebook also enter the file?
Yes. Instagram direct messages and Messenger messages enter just like WhatsApp, each with its channel marked, and are answered from the same place.