Top 10 WhatsApp Business Management tools for Eastern Europe

2025. Deskie improved response templates for WhatsApp Business



WhatsApp Business accounts have a 24-hour window during which you can freely respond to customers with regular text messages. After this window, you can only send templates registered and approved by Meta. These templates are also used to start conversations with users who have never messaged you before. Previously, sending such templates to Deskie required manually composing messages that exactly matched the text of the approved template. Any minor discrepancy resulted in an error. Now, the service's developers have improved the logic for processing these templates so that agents no longer waste time comparing the text of their message with the approved template. Approved Meta templates are now automatically uploaded to Deskie and appear in the macro list at the bottom, after shared and personal macros.


2024. WhatsApp now allows to unsubscribe from business spam



Companies are already sending messages to 200 million users a month through WhatsApp Business. And some of these messages can be considered spam. But until now, customers had two choices: either receive these messages and offers, or completely block the company's business account. WhatsApp has finally taken notice. Companies will have new tools for collecting user feedback on which messages they would like to receive and which they don't. This means that messages will now feature "interested/not interested" and "stop/resume" buttons for certain message categories.


2021. WhatsApp finally gets ads



Even though WhatsApp management announced that will not add ads to the messenger a couple of years ago, ads will still appear there. And while the original plan called for ads to appear in all sections of the app except chats, the decision has now been made to integrate them directly into chats. The idea behind embedding ads in chats lies in two simple principles. First, it guarantees that more people will see them than if they were placed somewhere in the settings, which no one usually accesses. Second, ads in chats will be based on the content of users' conversations.

2020. Facebook acquired CRM system Kustomer for $1B



Facebook acquired US-based CRM startup Kustomer for a whopping $1 billion. Kustomer is a system focused on customer service, not sales. The plan is to make it available to Facebook business users to streamline customer support via the social network and messaging apps WhatsApp and Messenger. According to Facebook, approximately 175 million people currently use WhatsApp to communicate with businesses. Kustomer helps automate repetitive tasks and also enables the creation of chatbots that save support staff significant time.


2020. WhatsApp opens own marketplace



WhatsApp has added a "Shop" button, allowing users to browse merchant catalogs directly in chat. The product-items can be added by sellers who have a WhatsApp Business account with a product or service catalog. Products can only be viewed in the shop, not purchased. The "Shop" button will replace the voice call icon in the app interface when communicating with business users. Voice calls and video chats will now share a common icon, which users can tap to select a communication method.


2019. WhatsApp released iOS app for business



WhatsApp has released the WhatsApp Business app for iOS devices. It allows users to create business profiles with a description of their activities, additional contacts, addresses, and business hours. You can also create templates for quick responses to customer questions and view conversation statistics. A similar app for Android was launched in early 2018. It is designed to simplify messaging for small businesses and is separate from the WhatsApp Business API, a paid service that allows larger companies to send boarding passes, receipts, and other information to customers.


2017. WhatsApp introduces business accounts



WhatsApp (now owned by Facebook) has launched business accounts that companies can use to communicate with their clients. Businesses have long used the messenger for customer support and notifications, however, until now, business accounts were no different from private ones and were not trusted. Now, business accounts will feature a green checkmark in chats, and all chats with clients will be encrypted. Business users will also be offered the WhatsApp Business app with additional features. It will reportedly be paid for large companies, while small businesses will be free. Currently, only selected companies can create a business account on WhatsApp.