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WHATSAPP BUSINESS · CONVERSATIONAL
⚡10 AI AGENTS · 24/7

Expert agency in WhatsApp Business Platform with automation, conversational agents and HSM campaigns.

Conversational strategy, official Meta platform integration, automated flows, HSM (Highly Structured Messages) campaigns, catalogue, click-to-chat and specialised AI care agents under one senior team. We audit use cases, prioritise by expected return and execute with full traceability. Over 20 years in digital communication, +80k messages/day managed and 10 AI Agents monitoring delivery, response and sentiment 24/7 under human supervision.

80k+
Messages/day managed
91.4%
Average delivery rate
20 years
In digital communication
Let’s talk
LIVE · WhatsApp Ecosystem
--:--:--
Messages sent (24h)
0
Delivery rate
0
Open rate
0
Conversational CTR
0
Meta Cloud · +12%
360dialog · +9%
Twilio · +15%
WATI · +18%
MADRID · E-commerce · Chat CVR +422%BARCELONA · Retail · Care cost -84%VALENCIA · Fintech · KYC activation +87%BILBAO · Automotive · Test-drives +475%SEVILLE · Health · Appointment adherence +44%LISBON · EdTech · Enrolments +289%MALAGA · Travel · Bookings via chat +390%ZARAGOZA · Logistics · Deflection 82%MADRID · E-commerce · Chat CVR +422%BARCELONA · Retail · Care cost -84%VALENCIA · Fintech · KYC activation +87%BILBAO · Automotive · Test-drives +475%SEVILLE · Health · Appointment adherence +44%LISBON · EdTech · Enrolments +289%MALAGA · Travel · Bookings via chat +390%ZARAGOZA · Logistics · Deflection 82%
WhatsApp Business providers managed
01 · MANIFESTO · WHATSAPP AGENCY

WhatsApp is no longer just messaging. It is a transactional channel with its own rules, Meta in charge and 90% open rate.

WhatsApp Business Platform has become the direct channel with the highest open rate in the digital ecosystem (86–95%), but also the most regulated by Meta: pre-approved HSM templates, 24h windows for free response, mandatory categorisation (utility, marketing, authentication) and per-conversation pricing that varies by country. As a specialised WhatsApp Business agency, eXprimeNet approaches every operation as a system: official BSP integration (Meta Cloud API or certified partner), conversational architecture per use case, automated flows with human handoff, segmented HSM campaigns and a layer of AI Agents watching delivery, quality score, responses and sentiment 24/7. All under senior human supervision.

02 · WHATSAPP WORK LAYERS

Seven layers. One system. Platform, automation, campaigns and support integrated.

As a full-service WhatsApp Business agency, all channel levers are operated: choice of official BSP, conversation architecture per use case, automated flows with human handoff, Meta-approved HSM templates, segmented campaigns, integrated catalogue and consolidated data. Provider and architecture selection responds to volume, sector and conversational complexity.

META CLOUD
Meta WhatsApp Cloud API · Official
WhatsApp Business Platform · Cloud API · Business Manager · Catalog · Flows
Official Meta API, no BSP in the middle. Ideal for enterprise operations with their own technical team. Direct access to new features before partners. Better pricing at high volume.
Applied AI
Automated analysis of quality score per template and number, HSM optimisation proposals and detection of block patterns. Human approval before every productive send.
360DIALOG
360dialog · European GDPR-first BSP
360dialog API · Signals · Templates · WABA · Support
Official Meta BSP with European base and native GDPR compliance. Ideal for European clients with strict data protection requirements. Robust technical documentation and enterprise SLA.
Applied AI
Deliverability monitoring by country and campaign type, segmentation suggestions by historical engagement and anomaly detection in mass sends. All under human control.
TWILIO
Twilio · WhatsApp API + omnichannel
Twilio API · WhatsApp Business · Studio · Flex · Voice · SMS
Cross-channel platform (WhatsApp, SMS, voice, video). Ideal when WhatsApp is one piece of a multichannel conversational operation. Studio for visual no-code orchestration.
Applied AI
Cross-channel intent analysis, optimal channel suggestions per profile and timing, and purchase propensity models. Personalisation always validated by human team.
WATI
WATI · CRM operational interface
WATI Team Inbox · Broadcast · Chatbot Builder · CRM · Integrations
Solution with CRM-style Team Inbox for human agent operations. Ideal for SMBs and sales teams that need a visual no-code interface with integrated chatbot builder.
Applied AI
Low-code chatbot builder, context-suggested responses and prioritisation of open conversations. Human agent decides and edits before responding.
MESSAGEBIRD
MessageBird · Bird · Cross-channel
Bird API · Flow Builder · Inbox · Voice · Email · Push
Enterprise omnichannel platform (WhatsApp, SMS, email, push, RCS). Visual Flow Builder for complex orchestration. Ideal for international retail with presence on multiple channels.
Applied AI
Cross-channel propensity models, optimal channel suggestions per segment and multi-touch churn detection. All with complete logging and audit.
CHATBOT AI
Conversational agents with LLMs
OpenAI GPT · Anthropic Claude · Google Gemini · LangChain · proprietary
Layer of conversational AI agents on the WhatsApp platform: they understand intent, context and sentiment. Automatic human escalation for complex or emotional topics. Human approval in critical flows.
Applied AI
LLMs with RAG on client knowledge base, conversational memory, emotion detection and automatic escalation. Every response traced and auditable.
INTEGRATION
CRM · ecommerce · ERP integration
Salesforce · HubSpot · Zendesk · Shopify · Magento · Odoo · proprietary
Isolated WhatsApp is useless: it integrates with CRM (contacts, history), ecommerce (orders, tracking), ticketing (Zendesk, Freshdesk) and ERP for real operations. End-to-end consolidated data.
Applied AI
Profile enrichment by historical context, prioritisation of conversations by LTV and contextual upsell suggestion. Every action with human approval.
03 · SECTOR × PLATFORM CASES

Real impact measured in conversion, retention and cost per interaction.

Illustrative data by sector and WhatsApp platform. Under confidentiality agreement, identities are not disclosed. Figures representative of the usual range after 90–180 days of structured operation.

Sector
Platform
KPI
Before
After
Δ
Period
Fashion e-commerce
Meta Cloud + Catalog
Click-to-chat CVR
1.8%
9.4%
+422%
150 days
Electronics retail
360dialog + AI Chatbot
Cost per interaction
€4.20
€0.68
-84%
120 days
Fintech
Twilio + WhatsApp
KYC activation
38%
71%
+87%
150 days
Travel
WATI + Broadcast
Bookings via chat
84/month
412/month
+390%
180 days
Health · Healthtech
MessageBird + Cloud
Appointment adherence
62%
89%
+44%
120 days
EdTech
360dialog + AI Chatbot
Enrolments
124/month
482/month
+289%
150 days
Automotive
Meta Cloud + Catalog
Test-drives
32/month
184/month
+475%
180 days
Logistics
Twilio + Flow
Contacts avoided
18k/month
3.2k/month
-82%
90 days
Representative cases · Illustrative, do not identify specific clients
04 · EXTENDED CASE · ELECTRONICS RETAIL

From €4.20 to €0.68 per interaction in 120 days. Tracked week by week.

Real timeline of an intervention on an active project. Anonymised data under confidentiality agreement. Figures representative of the typical improvement range with a similar diagnosis.

Cost per interaction before
€4.20
→
Cost per interaction after
€0.68
Deflection rate
0% → 76%
Conversational NPS
38 → 68
D-0
Full audit
Customer service via call centre with €4.20 average cost per interaction. No official WhatsApp. Basic web chatbot with outdated FAQs. Human escalation in 100% of cases.
D-14
Architecture design
Use cases prioritised by volume: order tracking (42%), returns (18%), stock queries (14%), technical support (11%). Flow design and human handoff by complexity.
D-30
Meta Cloud + AI setup
Meta Cloud API integration with CRM and ecommerce. AI chatbot with RAG on updated knowledge base. HSMs of Meta-approved templates.
D-60
Gradual launch
Rollout per use case: first tracking (lower risk), then stock, then returns. Human handoff <30s on complex intent or detected negative sentiment.
D-90
Iterative optimisation
Weekly analysis of escalated conversations to train the chatbot. Knowledge base refresh. HSM templates optimised by CTR and post-conversation sentiment.
D-120
Consolidated result
Deflection 76%. Cost per interaction -84%. NPS +78%. Operation in continuous mode with iterative optimisation and 10 AI Agents monitoring 24/7.
05 · VERTICAL SECTORS

Every sector, its own conversational strategy.

Use cases, conversational tone, regulatory compliance and architecture differ radically between e-commerce, fintech, health, travel and logistics. Accumulated vertical experience shortens the learning curve and avoids structural mistakes.

E
E-commerce
Key KPIsChat CVR · Avg. ticket · CSAT
Integrated catalogue · Click-to-chat · Cart abandonment · Order tracking · Post-purchase.
S
B2B SaaS
Key KPIsOnboarding · Retention · NPS
Conversational onboarding · Notifications · Technical support · Renewal reminders.
F
Fintech · Banking
Key KPIsKYC · Activation · Usage
Compliance-first · 2FA verification · Transactional notifications · Financial education.
M
Media · Publishers
Key KPIsSubscriptions · Editorial engagement
WhatsApp newsletter · Breaking alerts · Surveys · Curated editorial content.
T
Travel
Key KPIsBookings · Upsell · Recovery
Booking confirmation · Reminders · Digital check-in · In-destination upsell.
D
EdTech
Key KPIsEnrolment · Adherence
Conversational nurturing · Class reminders · Student support · Reactivation.
H
Health · Healthtech
Key KPIsAppointment adherence · Patient NPS
HIPAA/GDPR compliance · Reminders · Consultation prep · Post-visit follow-up.
L
Logistics · Retail
Key KPIsDeflection · CSAT · Care cost
Order tracking · Shipping notifications · Returns · Delivery rescheduling.
06 · METHOD

Five phases. One WhatsApp process.

01
Audit and use cases
Analysis of current channels, care volume, cases prioritisable by volume and value, regulatory requirements and existing tech stack. Prioritised use cases document.
02
Conversational architecture
Flow design per use case, proposed HSM templates, human handoff matrix, CRM/ecommerce/ERP integration and KPIs per phase. Prioritised by expected return.
03
Technical setup + compliance
Meta Business registration, WABA verification, BSP integration, AI chatbot with RAG, approved HSM templates and GDPR/CCPA/HIPAA compliance per sector.
04
Gradual launch + testing
Progressive rollout per use case (lower risk first). A/B testing of flows, templates and timing. Real-time monitoring of quality score and sentiment.
05
Iterative optimisation
Dashboard with delivery, open rate, conversational CTR, deflection rate and NPS. Monthly optimisation committee for flows and HSM template refresh.
07 · ONBOARDING · 14 DAYS

From signature to first productive WhatsApp flow in two weeks.

The WhatsApp onboarding process is designed to minimise friction and protect number reputation from day one. It runs in parallel to the existing operation.

D-1
Kickoff · Discovery
Session with operations lead and technical teams. Objectives, KPIs, use cases, existing stack and access to Meta Business + CRM + ecommerce.
D-2/4
Audit and prioritisation
Analysis of care volume per case, sector regulatory requirements, tech stack and available data. Use cases document prioritised by expected return.
D-5/7
Conversational architecture
Flow design per case, human handoff map, proposed HSM templates and CRM/ecommerce/ERP integration matrix. Client approval.
D-8/10
Meta + BSP setup
Meta Business registration, WABA verification, official BSP integration, approved number, HSM templates submitted to Meta and GDPR compliance configured.
D-11/13
First productive flow
Launch of first use case (lower risk). Trained AI chatbot with RAG. Human handoff configured. Active AI Agents with agreed thresholds.
D-14
Cruising mode
Continuous operation. Weekly committee. 10 AI Agents monitoring delivery, quality and sentiment 24/7. Iterative optimisation active per use case.
08 · TRANSVERSAL CAPABILITIES

The platform is not enough.

A modern WhatsApp ecosystem requires conversational strategy, senior flow design, CRM/ecommerce/ERP integration, compliance and consolidated analytics. All of it is operated by the same team.

Conversational strategy
Defining the role of WhatsApp within the care and communication stack. Prioritisation of use cases by expected return. Design of editorial tone coherent with brand.
Senior flow design
Copywriters specialised in conversational and UX researchers. Flows with branched logic, conditionals and contextual human handoff. Systematic testing per use case.
Technical integration
Integration with CRM (Salesforce, HubSpot, Zendesk), ecommerce (Shopify, WooCommerce, Magento), ERP (Odoo, SAP) and data warehouses (BigQuery, Snowflake) in real time.
Meta + GDPR/HIPAA compliance
Meta approval of HSM templates, consent management, verifiable opt-in, centralised opt-out, GDPR/HIPAA/CCPA retention per sector and continuous audit.
AI chatbot with RAG
Conversational LLM-based agents on proprietary knowledge base (RAG). Conversational memory, emotion detection, automatic escalation and continuous supervised learning.
Reporting and BI
Looker Studio dashboards with delivery, engagement, CVR, deflection, CSAT and comparisons against verifiable sector benchmarks. Weekly and quarterly.
09 · AI APPLIED TO WHATSAPP

Five layers. Always with human supervision.

AI does not replace the conversational team: it amplifies intent understanding, prioritisation and response capacity. Each layer operates under protocols agreed with the client.

LAYER 01
Data
Unified ingestion of conversations, CRM history, ecommerce orders and support tickets. Detection of anomalies, volume spikes and recurring intent patterns.
LAYER 02
Prediction
Intent classification models, sentiment detection and prioritisation by LTV/urgency. Purchase propensity prediction per ongoing conversation.
LAYER 03
Generation
Conversational assistance: suggested responses with RAG on knowledge base, personalisation per profile. Human validation in critical flows, always.
LAYER 04
Optimisation
Automatic rebalancing of flows by CTR and CVR, prioritisation of conversations by value and HSM template refresh when measured performance drops.
LAYER 05
Explainability
Every algorithmic recommendation documented. No productive response in critical flows is released without review from the responsible human team.
10 · AI AGENTS · OPERATIONAL 24/7

Ten AI Agents specialised in WhatsApp operating on every managed account.

Modern WhatsApp management demands more than a basic chatbot. eXprimeNet deploys on every account a squadron of specialised AI Agents: autonomous programs with defined objectives, bounded operating limits and escalation protocols. Each agent covers a critical function of the conversational cycle, operates 24/7, and all critical actions require approval from the human team.

WA-01
AI AGENT
Delivery Guardian
Cross-provider delivery watch
Monitors delivery rate, blocked messages and quality score per number/template. Alerts on reputation degradation in <5 min. Automated root-cause documentation.
Operates on
Meta Cloud API · 360dialog · Twilio · WATI · proprietary
WA-02
AI AGENT
Intent Classifier
Conversational intent understanding
Classifies intent in <300ms on incoming message (purchase, support, complaint, query, urgency). Automatic routing to the correct flow. Human escalation on ambiguity.
Operates on
OpenAI · Claude · Gemini · proprietary models · multilingual
WA-03
AI AGENT
Sentiment Detector
Real-time emotional analysis
Detects sentiment (positive/neutral/negative/crisis) and growing frustration in conversation. Automatically escalates to human on tension signals before it explodes.
Operates on
Multilingual LLMs · social APIs · proprietary listening
WA-04
AI AGENT
HSM Optimizer
HSM template optimisation
Analyses template performance (open rate, CTR, opt-out) and suggests A/B variants. Detects Meta rejections before mass send. Final copy by human editor.
Operates on
Meta Business · WABA · proprietary dashboard
WA-05
AI AGENT
Handoff Router
Intelligent routing to human agent
Detects when AI must hand off to human: complexity, emotion, ambiguity, sensitive topics. Prioritisation by LTV and urgency. Full context passed to the agent.
Operates on
CRM · Team Inbox · proprietary · Zendesk · Freshdesk
WA-06
AI AGENT
Response Assistant
Suggestions for human agent
Suggests responses based on knowledge base and customer history. Human agent edits and approves before sending. Continuous supervised learning.
Operates on
Team Inbox · CRM · proprietary RAG · LLMs
WA-07
AI AGENT
Broadcast Scheduler
Optimal timing of HSM campaigns
Predicts best HSM send time per segment (country, timeframe, history). Continuous rebalancing by engagement. Manual overrides always available.
Operates on
Meta Cloud · 360dialog · Twilio · proprietary
WA-08
AI AGENT
Compliance Guard
Continuous opt-in/opt-out audit
Verifies GDPR/HIPAA/CCPA consents, verifiable opt-in, centralised opt-out and compliance with Meta policies. Alerts on documentary irregularities.
Operates on
CRM · CDP · consent management · Meta Business
WA-09
AI AGENT
Catalog Manager
Integrated catalogue management
Syncs catalogue with ecommerce (Shopify, Magento, WooCommerce), detects out-of-stock products before recommending and suggests contextual upsell. Human approval on mass changes.
Operates on
Shopify · Magento · WooCommerce · Meta Catalog · ERP
WA-10
AI AGENT
Conversation Analytics
Conversation analytics
Extracts insights from closed conversations: recurring topics, knowledge base gaps, flow opportunities. Monthly report for flow optimisation.
Operates on
Multi-platform · proprietary · BigQuery · Looker
10
WhatsApp agents in production
24/7
Continuous monitoring
< 5 min
Anomaly detection
100%
Under human supervision
11 · AI GOVERNANCE

Conversational automation, yes. Autonomy without control, no.

WhatsApp agents act within a governance framework agreed with the client. No automation sends HSM, closes tickets or modifies critical flow without human judgement. AI proposes, the team decides.

01
Mandatory human approval
No agent sends mass HSM campaigns, modifies production flows, alters templates or changes handoff without sign-off from the assigned conversational manager.
02
Defined operating limits
Each agent operates within bounded thresholds: maximum volume per hour, allowed message types, untouchable use cases. Out of range, automatic block.
03
Full traceability
Every algorithmic action is logged: which model acted, with which data, what it recommended, who approved it. Auditable export on demand for Meta/DPO.
04
Protected client data
Client data (conversations, history, behaviour) does not feed models shared with third parties. Use restricted to the project and with agreed retention.
05
Mandatory conversational review
Any copy generated or expanded by AI in critical flows (fintech, health) passes human review by specialised copywriter before sending. No exceptions.
06
Required explainability
Every recommendation is accompanied by quantitative reasoning (impact on delivery, CTR, deflection). Without justification, it is not applied in production.
12 · OPERATIONAL DIFFERENTIAL

What changes when running WhatsApp with eXprimeNet.

Objective comparison of capabilities between a standard WhatsApp operation (in-house, freelance or generic agency) and the eXprimeNet management model.

Dimension
Standard operation
With eXprimeNet
Delivery + quality
✕Reactive after Meta block
✓Delivery Guardian 24/7 · alerts < 5 min
Intent understanding
✕Chatbot with static decision tree
✓Intent Classifier LLM · <300ms · multilingual
Real-time sentiment
✕Not detected
✓Sentiment Detector · automatic crisis escalation
HSM templates
✕Generic · not optimised
✓HSM Optimizer · continuous A/B testing · Meta approval
Human handoff
✕Manual or non-existent
✓Handoff Router · full context passed to agent
CRM integration
✕Isolated from the rest of the stack
✓CRM · ecommerce · ERP · real-time data warehouse
Meta + GDPR compliance
✕Risk of block or fine
✓Compliance Guard · continuous audit · approved templates
Reporting
✕Screenshots + manual table
✓Looker Studio · delivery, deflection, CSAT, NPS, ROAS
13 · FREQUENTLY ASKED QUESTIONS

Common questions before hiring WhatsApp Business.

Is WhatsApp Business Platform the same as WhatsApp Business App?+
No. WhatsApp Business App is a free app for SMBs with up to 4 linked devices and significant limitations. WhatsApp Business Platform (WABA) is the official Meta API for enterprises with volume, integrations and automation. Only with WABA can you scale, automate with AI and integrate with CRM/ecommerce.
Which provider (BSP) do you work with?+
We work natively with direct Meta Cloud API (no BSP in the middle), 360dialog (Europe GDPR-first), Twilio (omnichannel), WATI (operational interface) and MessageBird. If one that works is already in use, we keep and optimise it. If not, we propose the most suitable one based on sector, volume, regulatory requirements and budget.
How much does WhatsApp Business Platform cost?+
Meta charges per conversation (not per message) with variable pricing by country and category (utility, marketing, authentication). In Spain it ranges between €0.04 and €0.08 per business-initiated conversation. Conversations initiated by the customer within the 24h window are free. It is sized in advance and a monthly cap is agreed.
What are HSM templates and why do they need Meta approval?+
HSMs (Highly Structured Messages) are messages sent outside the 24h free conversation window. They must have structured content and be pre-approved by Meta to prevent spam. Each template is categorised (utility, marketing, authentication) with specific rules. Approval takes between minutes and 48h. Fully managed.
How long does WhatsApp take to deliver results?+
The first impacts on delivery and engagement are measurable in 30 days. Structural results of deflection, cost per interaction and conversational CVR consolidate between month 3 and month 6, with cumulative improvement via iterative optimisation of flows and AI.
Do you buy or rent phone number lists?+
No. Never. Sending HSM to contacts without verifiable opt-in is a direct violation of Meta policies and GDPR, results in number block within hours and can lead to fines from the data authority. We only work with proprietary bases with explicit documented consent.
What exactly are the "AI Agents" running the account?+
Autonomous programs specialised in a specific function of the WhatsApp cycle: delivery monitoring, intent classification, sentiment detection, HSM optimisation, human routing, agent assistance, campaign timing, compliance, catalogue and conversational analytics. They operate 24/7 within limits defined with the client and all critical actions require human approval before execution.
How does WhatsApp integrate with our CRM and ecommerce?+
It integrates natively via API: contacts, history, orders, tracking, tickets and catalogue sync in real time. Every conversation is linked to the unified customer profile. Proven integrations with Salesforce, HubSpot, Zendesk, Shopify, Magento, WooCommerce, Odoo, SAP and data warehouses (BigQuery, Snowflake).
How is the ROI of the WhatsApp channel measured?+
With an attribution model that combines direct revenue (last-click), deflection (cost per care avoided in call centre), retention (NPS and adherence) and multi-touch conversion contribution. The final KPI is agreed with the client’s business owner and reported weekly on the dashboard.
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