WhatsApp overview
How WhatsApp works in MAZZA: the AI agent, the team inbox, and the two numbers.
WhatsApp is where most UAE customers want to talk to you. MAZZA turns it into a full sales channel: an AI agent replies the moment a message lands, your team takes over with one keystroke, and every chat becomes a tracked lead or booking. You manage all of it from one screen.
WhatsApp is your front door
In the UAE and the wider GCC, WhatsApp is the primary way customers reach a business. MAZZA treats it that way: a real agent on the line, a team inbox behind it, and nothing left on read.
Where it lives
Everything WhatsApp lives under MAZZA WhatsApp in your dashboard. It is split into five tabs:
Your live numbers: delivery, response, and the funnel from first message to booking.
MessagesThe shared team inbox where every conversation lands.
AgentConfigure how the AI behaves: tone, greeting, tools, and escalation.
ContactsEveryone who has ever messaged you, with their chat history.
The fifth tab is Templates, where you manage the pre-approved messages WhatsApp requires for some replies. See Templates and the 24-hour window.
How a message is handled
When a customer messages your business number, the AI agent can answer on its own, in their language, around the clock. Your team can step in at any point.
The agent uses your live business data: it quotes prices from your catalog, checks real availability before offering a slot, answers policy questions, and can confirm a booking inside the chat. If a customer asks for a person, or anything the agent should not handle, it pauses and pages your team. It never leaves a customer on read.
You are always in control
Start typing in any chat and you take it over from the AI. You can also run the agent in assisted mode, where it writes a draft for every message and nothing sends until you press send. See Agent modes and human handoff.
The two WhatsApp numbers
MAZZA uses two separate WhatsApp numbers, and they do different jobs. This is the part people ask about most, so it is worth getting clear.
This is the number your customers message. The AI agent answers on it, and your team replies from the inbox. MAZZA provisions and manages this number for you during onboarding, so you will not see it in your own Integrations settings and you cannot disconnect it by accident.
| Field | Description |
|---|---|
| Agent numberMAZZA sets up | Customers message it; the AI replies and your team takes over. Provisioned and owned by MAZZA. |
| Automation numberYou connect | Sends automated messages from your automations. Your own WhatsApp Business number, connected in Integrations. |
Two numbers, two jobs
The agent number handles live conversations. The automation number sends scheduled and triggered messages. They are connected in different places: the agent number by MAZZA, the automation number by you. If you are not sure which is which, check your in-app Integrations page or ask your account manager.
What it runs on
MAZZA messaging runs on the official Meta WhatsApp Business API. That is what makes the AI agent, the shared inbox, delivery tracking, and message templates possible. It also means WhatsApp's own rules apply, including the 24-hour window for free-form replies and the need for approved templates outside it. MAZZA handles the technical side; you can read the plain-English version in Templates and the 24-hour window.
Where to go next
Last updated June 2026