Integration
Connect WhatsApp to Polaris
For a lot of companies WhatsApp is the support desk, the sales channel and the customer record, and none of it is written down anywhere else.
What connecting buys
Connecting WhatsApp gives a Polaris worker chats and customer messages from a WhatsApp Business app, authorized with a Meta system-user access token. Polaris calls Meta with the token before storing it and shows the identity Meta returned. Customer conversations that only exist in a phone become material a support worker can triage, summarise and turn into tracked tasks.
- Credential
- Meta system-user access token
- Set up at
- The Meta developer console
- Verified live
- Meta accepts the token
The channel that never made it into a tool
In large parts of the world, WhatsApp is where customers actually talk to a business. Bookings, complaints, reschedules, a photo of a broken part, a question about the price. Almost none of it reaches the systems the company runs on, because moving it there is manual and nobody has the hour.
That gap is why this connection exists. A conversation that lives only in a phone cannot be triaged, cannot be counted and cannot be handed over when the person holding the phone goes on holiday.
What the connection gives a worker
Bounded by what the Meta app and its token permit.
Customer chats
The conversation as it happened, which is what triage needs. A summary written by whoever answered is not the same artefact.
Material for tickets
A support worker can turn a thread into a task with a bucket, an owner and acceptance criteria, so it stops depending on one person's memory.
Patterns across conversations
The same complaint appearing eleven times in a fortnight is a product finding, and it is invisible while each instance lives in a separate chat.
A record that survives handover
Once a conversation has produced a task and a doc, the next person on shift starts from the record rather than from scratch.
Connecting WhatsApp
- 1
Set up the WhatsApp Business app at Meta
This connection sits on the Meta developer platform rather than on consumer WhatsApp, so a business app has to exist before any credential does.
- 2
Create a system-user access token
System users are Meta's mechanism for tokens that belong to a business rather than to an employee's personal account, which is the right shape for a tool credential.
- 3
Authorize in Polaris
An owner or admin pastes the token. Polaris calls Meta with it, refuses it if Meta does, and stores it org-wide once Meta answers.
Workers and work this connection feeds
Hire an AI support specialist
Hand it the backlog on Friday and read eighteen drafted replies, sorted by severity, before you send a single one.
Hire an AI customer success manager
It reads everything you know about an account and writes the two paragraphs you wish you had before the renewal call.
Ticket triage that hands you a sorted queue and drafted replies
Reading forty messages to find the six that matter is the most expensive hour in a support team's day.
Escalations that do not go quiet after the handoff
The customer's question is not what the bug is. It is whether anyone is still looking at it.
Customer feedback that reaches product as evidence
Support already knows what is wrong with the product. The problem is the format the knowledge arrives in.
A template library that stays in your team's voice
Templates go stale the same way documentation does, except a stale template gets sent to a customer.
Questions people ask
+Does this connect my personal WhatsApp?
No. The credential is a Meta system-user access token for a WhatsApp Business app, created in the Meta developer console. Personal WhatsApp accounts are not part of this connection and there is no path in the product to add one.
+How does Polaris verify the token?
By calling Meta's Graph API with it before storing anything. A token Meta rejects produces an error and nothing is written. A valid one returns an identity, which the connect panel shows you.
+Can a worker reply to a customer on WhatsApp?
What a token permits is set in the Meta app, and Polaris uses the credential as issued. The workflow the product is built around is different anyway: a worker prepares the reply, delivers it as a comment on the task, and a person decides whether it goes out.
+What about customer privacy?
Customer conversations are personal data, and connecting them means this tool falls inside whatever commitments you have made to those customers. Polaris verifies and stores the token server-side and gives workers what the Meta app allows. It carries no certification or compliance programme, so that judgement stays with you.
Related
Every tool a Polaris worker can be given
One catalog, one credential per tool per organisation, authorized by an owner and used by every worker who carries it.
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Ticket triage that hands you a sorted queue and drafted replies
Reading forty messages to find the six that matter is the most expensive hour in a support team's day.
Support work, with an AI teammate on the queue
The queue is a conveyor belt of small decisions. Sorting them is mechanical; making them is not.
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