Answer customers on your own WhatsApp Business number
Braid connects to the WhatsApp Business Platform through Meta's Embedded Signup, so the number that replies is yours and the WhatsApp Business Account stays under your control.
Connect through Meta
Embedded Signup runs inside Braid. You sign in with Facebook, pick or create your WhatsApp Business Account, and authorise Braid — Meta handles the whole exchange.
Your number, your account
Braid never messages from a shared or pooled number. It sends on the number you connected, and only on numbers you connected yourself.
Inbound support, answered
A customer messages your business, the agent answers from your knowledge, and a person takes over when your handoff rules say so.
Disconnect whenever
Turning WhatsApp off in Braid stops delivery immediately. Your WhatsApp Business Account is unaffected and stays yours.
What Braid receives, and why
When a customer messages your business, Meta delivers the message to Braid. That delivery carries:
- The message content — so the agent can answer it, and so a person can read the thread when it is handed over.
- The customer's phone number — because on WhatsApp the number is the customer, and it is how a reply reaches them and how their history stays one conversation.
- The WhatsApp profile name, when they have set one — so your team sees who they are talking to rather than a number.
- Media the customer sends — images, documents and voice notes — stored so a person can open what was sent.
How long it is kept, and how to have it deleted, is in the privacy policy and data deletion.
What Braid does not do on WhatsApp
This is inbound customer support. The product has no surface for any of the following, and none is planned:
- No bulk or broadcast messaging. There is no way to message a list of people in Braid.
- No marketing campaigns or promotional sends.
- No contact list import, and no purchased or scraped numbers.
- No unsolicited outreach — Braid only ever replies inside a conversation the customer started.
The same commitment is written into our acceptable use policy, which every workspace agrees to.
See the connect flow, step for step
The setup guide walks the whole Embedded Signup flow, from signing in with Facebook to your first answered message.