In a world where every message matters and every customer expects instant connection, small businesses fight a daily battle, not against competitors, but against time. Missed follow-ups become missed opportunities. Scattered WhatsApp chats turn into lost sales. And while dreams grow big, resources stay small.But then comes a tool designed for the realities of modern business—where conversations drive growth, where automation saves hours, and where one platform becomes the heartbeat of customer relationships.
This is where Wati steps in.
A solution built for the dreamers, the doers, the shop owners, the founders, and the fast-growing teams who refuse to let chaos slow them down.A tool that gives small businesses something priceless:Control, clarity, and the power to grow smarter.
What is Wati:
Wati (wati.io) is a customer communication platform built on the official WhatsApp Business API, acting as a central hub for businesses to manage all their WhatsApp interactions, offering features like team inbox, automation, catboat’s (AI agents), and integrations with CRM/e-commerce tools for sales, support, and marketing. It’s designed to scale WhatsApp communication beyond the basic Business App, enabling multi-agent access, automated replies, campaigns, and detailed analytics for businesses of all sizes.
Key functions of Wati:
Centralized Inbox: Manage customer chats from multiple agents in one place.
Automation: Create automated flows for welcome messages, FAQs, and out-of-office replies.
AI Agents: Deploy AI-powered catboats to handle initial customer queries and qualify leads 24/7.
Integrations: Connect with other business tools like CRMs, payment gateways, and e-commerce platforms.
Broadcasts & Campaigns: Send targeted messages, notifications, and promotional offers to customers.
Analytics: Track performance and gather customer data to improve engagement.
Who uses Wati?
- Customer support teams
- Sales teams
- Marketing departments
- E-commerce businesses
In essence, Wati helps businesses use WhatsApp more strategically and efficiently for customer engagement by adding advanced features and scalability not found in the standard WhatsApp Business App.
Vision of Wati:
“Our vision is to enable small to medium companies to grow business smarter. Wati is a strategic solution that helps businesses meet their customers where they are – on the messaging platform with incredible market penetration – WhatsApp. Its big presence means many customers and prospects are accessible and ready to engage in real-time.
We help companies have personalized conversations with customers at scale with easy-to-use customer engagement software that’s built on WhatsApp API. For example, our customers often automate personalized”.Sending personalized notifications via WhatsApp from their systems through Wati.
SMEs also support their customers through seamless WhatsApp communications management using Wati’s Team Inbox, smart routing, automated responses, data tagging, and analytics features.
Many of these interactions may be automated through no or low-code workflow builders and catboats. Automation continues to be a huge driver for our ambition of providing an end-to-end WhatsApp. Allowing companies to have more engaging conversations with their customers in a smart”.An end-to-end solution for WhatsApp. Allowing companies to have more engaging conversations with their customers in a smart way is efficient, and means they get more time to do what they love – focusing on business growth.
Headquarter
Headquartered in Hong Kong, Clare.ai Limited, Wati is a global business that reaches 100+ countries, serving 8000+ customers and counting. We are a small and energetic team with a diverse and inclusive culture, working from the comfort of our homes.”
Case studies
- About Tudo de Filtro
With 8,000+ customers, Tudo de Filtro is the biggest online store in Brazil to sell certified filters and replacement cartridges for water purifiers across the country. The company is known for fast delivery, competitive prices, and expert guidance on choosing the right filters. Their team operates entirely online, with most leads coming from Meta and Google ads.
Before Wati (Challenges):
- Sales chats scattered across personal WhatsApp numbers
- No visibility into customer conversations
- Leads slipping through the cracks due to manual follow-ups
- No reliable process to reactivate past customers
After Wati:
- One shared WhatsApp workspace for all customer communication
- Managers can now review chats and support reps with helpful feedback
- Reps can now follow up directly from Zoho CRM with one-click WhatsApp templates
- Automated WhatsApp reminders timed with filter replacement cycles, ensuring predictable post-purchase revenue
- How Hunar.ai is Transforming Frontline Staff Engagement AI, WhatsApp, and Wati
In India’s bustling job market, ~80% of the workforce consists of frontline workers. Tellers, field force, retail associates, bank tellers, and restaurant staff keep the economy running. Yet while IT, professional services, and management professionals enjoy sleek hiring platforms and exhaustive processes, frontline recruitment has remained chaotic, inefficient, and deeply manual
Before Wati (Challenges):
- Recruiters manually sifted through resumes, wasting hours on uninterested candidates.
- Manual processes hindered Hunar’s ability to scale and build credibility efficiently.
- Lack of real-time updates meant recruiters operated in the dark regarding candidate journeys and responses.
- Traditional methods led to candidates ghosting recruiters; formal communication wasn’t effective for frontline workers.
After Wati (Solutions):
- From Hundreds to Tens of Thousands Outreach scaled significantly, contacting ~50,000 candidates daily via WhatsApp.
- Wati’s reliable web hooks enabled Hunar to focus on scaling operations rather than addressing technical issues.
- Wati’s webhooks provided real-time updates on candidate status, from “contacted” to “offered.”
- Hunar pioneered a WhatsApp + Voice AI solution, delivering seamless and scalable conversations with speed and ease.
- Aisha Jewels
Aisha Jewels is a premier luxury jewelry brand headquartered in Bahrain, seamlessly blending traditional craftsmanship with contemporary designs. With a commitment to delivering luxury experiences at every touchpoint, Aisha Jewels serves customers across the region who seek both timeless elegance and modern sophistication in their jewelry collections.
Founded by Aisha Abdulmalik with a vision to offer personalized luxury service, Aisha Jewels has built a reputation for excellence in both product quality and customer experience. As the brand expanded its customer base, maintaining the high standards of post-purchase communication became increasingly challenging.
We sat down with the team at Aisha Jewels to discuss how they utilize Wati to automate their customer communication workflow, eliminate manual administrative tasks, and maintain their high standards of luxury service at scale.
Before Wati
- 3-4 hours daily spent on manual order confirmations, invoice generation, and follow-up messages through WhatsApp Web and email.
- Growing order volumes made it increasingly difficult to maintain consistent, timely customer communication with the same team size.
- Scattered messaging across different platforms created inconsistent customer experiences and made it difficult to track the effectiveness of communication.
- Need for more polished, branded communication that reflects the luxury positioning of the brand while maintaining a personal touch.
After Wati
- 60% reduction in post-purchase customer queries and elimination of 3-4 hours daily administrative burden.
- Instant order confirmations, automated invoice delivery, and post-purchase thank-you messages all run seamlessly via WhatsApp.
- Branded, consistent communication that reinforces luxury positioning while maintaining the personal touch customers expect.
- Same support team now serves more customers effectively with automated workflows supporting business expansion.
Partnership with Gemini 3.0
We know your teams lose time switching between tools, summarising chats, translating messages, and trying to understand what the customer wants. Finally,
they end up with a distracted sales pipeline, broken follow-ups, lower conversion rates, and ultimately, a loss of revenue.
Wati solves this by using Gemini 3.0, Google’s most capable multimodal model. It powers Copilot features, Voice AI, and AI Agents inside Wati, giving every conversation clearer intent, faster context, and smarter responses. Guided by contributions from Naiqiao Liang, Head of Engineering at Wati, this article brings forward a sharper, more grounded product perspective for Wati’s loyal audience.
What Happens When Gemini 3.0 Powers Wati’s AI?
A Lot More Than You Think by turning Every Conversation into Insight
Wati’s Copilot uses Gemini 3.0 to transform everyday WhatsApp chats into quick, actionable insights. It removes routine manual work, helps teams understand conversations more quickly and thoroughly, and provides the exact information each agent needs before they begin to reply.
| Copilot Feature | What does Gemini 3.0 do? | Output for Teams |
| Chat Translation | Understand tone, intent, and language | Natural, localized translations |
| Chat Summary | Processes long chat threads | Short, readable summaries |
| Customer Summary | Analyzes historical messages | Quick customer profiles |
| AI Computed CSAT | Reads intent, emotion, tone, and outcomes | Real-time CSAT without survey |
Wati is the ultimate WhatsApp management tool for your business.
By providing the following key features, Wati enables your team to:
- Connect with customers in real-time without sharing devices or switching tools
- Access 2 Billion+ WhatsApp users
- Send broadcasts via WhatsApp to targeted customers
- Manage concurrent customer messages with a unified inbox
- Get data-driven insights
Frequently Asked Questions (FAQ)
What is Wati?
Wati is a WhatsApp-based customer engagement platform built on the official WhatsApp API. It helps businesses automate conversations, send broadcasts, manage customer chats, and improve communication at scale.
Who is Wati designed for?
Wati is ideal for small to medium-sized businesses (SMEs), e-commerce stores, service providers, recruitment agencies, luxury brands, and any company that relies on WhatsApp for customer communication.
Do I need coding skills to use Wati?
No. Wati offers no-code and low-code automation, meaning anyone can build workflows, catboats, and automated messages without technical expertise.
What are the biggest benefits of using Wati?
- Real-time WhatsApp communication
- Automated workflows and responses
- A single shared inbox for team management
- Broadcast messages to targeted customers
- Integration with CRMs like Zoho
- AI-powered insights via Gemini 3.0
- Reduction in manual work
How does Wati help teams work better?
With features like Team Inbox, smart routing, chat assignments, analytics, and AI summaries, teams can collaborate smoothly without losing track of customer conversations.
How does Wati improve customer engagement?
Wati uses personalized messaging, automation, reminders, and fast responses to keep customers informed and engaged throughout the buying journey.
What is the role of Gemini 3.0 in Wati?
Google’s Gemini 3.0 model powers Wati’s Copilot, Voice AI, and AI Agents. It provides:
- Chat translation
- Chat summaries
- Customer history summaries
- Emotion and intent analysis
- Real-time CSAT predictions
- This helps businesses understand customers faster and respond smarter.
Is Wati available globally?
Yes. Wati serves customers in 100+ countries and supports businesses around the world.
Is Wati suitable for luxury or premium brands?
Yes. Case studies like Aisha Jewels show how Wati helps luxury brands maintain professional, polished, branded communication while scaling.
Image Credit: Shutter Stocks
