WhatsApp and SMS
The message and the call are the same conversation
WhatsApp Business and SMS run inside the contact center, not beside it. Your own tenant configuration and sender IDs, a template library with interactive buttons, delivery webhooks verified by HMAC, and segmentation that counts Arabic honestly.
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Quick answer
What you get
Everything in one workspace
WhatsApp Business per tenant
Each tenant connects its own WhatsApp Business configuration, stored encrypted. Your customers message your number, not a shared one.
Template library
A library of message templates on both channels, so what goes out is a reviewed message rather than something typed in a hurry at 6pm.
Interactive buttons and lists
WhatsApp messages with buttons and lists, so the customer taps an answer instead of typing one and your agent reads a choice instead of a paragraph.
Delivery webhooks with HMAC
Delivery callbacks are verified by HMAC before they are accepted. A delivery event you cannot verify is not evidence of anything.
SMS sender IDs
Send under your own sender IDs, so an SMS arrives from a name your customer recognises rather than an unknown number.
Delivery reports
Delivery reports per message, so a campaign that silently failed to reach anyone shows up as a fact instead of as a bad week.
Balance
Your messaging balance visible in the console, before a send stops rather than after.
GSM-7 and UCS-2 segmentation
Segmentation is character-set aware. An Arabic message is counted in UCS-2, so the cost you are shown is the cost you will pay rather than a Latin-alphabet estimate.
One inbox with voice
WhatsApp and SMS threads sit in the same conversation list as calls and email, with the same states and the same assignment to an agent or a queue.
Appointment reminders
Reminders go out on a policy or on demand, over SMS and WhatsApp, with an ICS attachment where the channel carries one.
Surveys on both channels
Send a published survey by WhatsApp or SMS, with deliveries logged per channel so you know what was sent as well as what came back.
After-hours SMS
When a call arrives with nobody to take it, an SMS fallback template answers it rather than leaving the caller with a ring-out.
WhatsApp Business
Your number, your templates, verified callbacks
Each tenant connects its own WhatsApp Business configuration and it is stored encrypted. Messages go out from your number, under templates held in a library rather than composed on the spot.
Interactive buttons and lists turn a question into a tap. Delivery webhooks are verified by HMAC before they are accepted, which matters the moment a client asks you to prove a message was delivered.
- Per-tenant WhatsApp Business configuration, stored encrypted
- Template library, so outgoing messages are reviewed messages
- Interactive buttons and lists instead of free-text replies
- Delivery webhooks verified by HMAC
SMS
Sender IDs, delivery reports, and honest segment counts
SMS goes out under your own sender IDs, from templates, with delivery reports per message and your balance visible in the console.
Segmentation is character-set aware. GSM-7 and UCS-2 are counted differently, and an Arabic message is UCS-2, so the segment count you see is the one you will be billed for. That single detail is the difference between a MENA messaging budget that holds and one that triples in the second month.
- Your own sender IDs
- SMS templates from the same library
- Delivery reports per message
- Balance in the console
- GSM-7 and UCS-2 aware segmentation, so Arabic is counted correctly
What you actually send
Reminders, surveys and the message after the call
Messaging is not a channel you use for its own sake. Appointment reminders go out on a policy or on demand, over SMS and WhatsApp, with an ICS attachment where the channel carries one. Published surveys go out on either channel with deliveries logged. When a call arrives after hours with nobody to take it, an SMS fallback template answers it.
An AI voice agent can send its own follow-up on SMS or WhatsApp after the call, matched to the gender of the voice the customer just heard.
- Appointment reminders on a policy, plus send-now, with ICS attachments
- Published surveys over WhatsApp and SMS, deliveries logged per channel
- SMS fallback template for after-hours and no-agent calls
- AI voice agent follow-up with a gender-matched voice
- Every thread lands in the same inbox as the call it came from
How it compares
| A messaging tool beside the phone system | WhatsApp and SMS in DialerBee | |
|---|---|---|
| Where the thread lives | A separate app your agent forgets to open | The same conversation list as the call, with the same states and assignment |
| Whose WhatsApp number | A shared sender | Your own tenant configuration, stored encrypted |
| Replying | Free text and hope | Templates, with interactive buttons and lists |
| Proving delivery | A dashboard you have to trust | Delivery reports, and webhooks verified by HMAC |
| Arabic message cost | Counted as if it were Latin text | GSM-7 and UCS-2 aware segmentation |
| Reminders and surveys | Exported and blasted | Sent on a policy from the appointment or the published survey |
Frequently asked questions
What are WhatsApp and SMS in DialerBee?+
They are two channels inside the same contact center, not a separate messaging product. Threads land in the same conversation list as voice and email, with the same states and the same assignment to an agent or a queue, and messages are sent from a template library on both channels.
Do I use my own WhatsApp Business account?+
Yes. Each tenant connects its own WhatsApp Business configuration and it is stored encrypted. Customers message your number and your brand, which matters most if you are a reseller running several clients on one platform.
Can a WhatsApp message carry buttons?+
Yes. Interactive buttons and lists are supported, so a customer taps a choice rather than typing a sentence for your agent to interpret. Confirmations, reschedules and simple menus are much better as a tap than as free text in any language.
How do I know a message was delivered?+
SMS delivery reports come back per message, and WhatsApp delivery webhooks are verified by HMAC before they are accepted. Verification is the part that matters: a delivery callback you cannot authenticate is not something you would want to show a client or a regulator.
Does an Arabic SMS cost more?+
It uses more segments, and DialerBee counts them correctly. Segmentation is GSM-7 and UCS-2 aware, so an Arabic message is measured in UCS-2 rather than estimated as if it were Latin text. Your balance is visible in the console, so the number you plan against is the number you will be billed on.
What kinds of message does the platform send on its own?+
Appointment reminders, on a policy or sent now, over SMS and WhatsApp, with an ICS attachment where the channel carries one. Published surveys on either channel, with deliveries logged per channel. An SMS fallback template for calls that arrive after hours or with no agent available. And a follow-up from an AI voice agent after its call.
Can I send under my own sender ID?+
Yes, SMS goes out under your own sender IDs. Combined with per-tenant WhatsApp configuration it means the customer sees your brand on both channels, which is the whole point if you are reselling the platform under your own name.
Are templates available in other languages?+
Yes. Templates are yours to write, and the platform runs in 11 languages including Arabic with right-to-left rendering, so a template set can carry the languages your customers actually reply in rather than only the one your console is in.
See a WhatsApp thread and the call behind it, on a demo tenant
A 30-minute walkthrough on a demo tenant, in English or Arabic.