All WhatsApp messages from your customers flow centrally into Microsoft Teams. Your team sees and processes the requests like normal Teams chats, without a separate WhatsApp account or additional software. Everything stays in one system, the overview is maintained and nobody has to switch between apps.
Automatically route WhatsApp requests to the correct Microsoft Teams team
Routing by department, language, or topic — a separate number for each channel
WhatsApp requests automatically to the right Teams team
Sales, support and HR on one company phone — all mixed up. WebChat routes every WhatsApp request automatically into the right Microsoft Teams channel. No forwarding, no searching, no second app.
WhatsApp Business
Routing
Microsoft Teams
Departments
Everything on one phone — or in the right team
Today · one company phone
- ✕Sales, support and HR all run mixed through one WhatsApp number.
- ✕Manual forwarding via screenshot — often to the wrong department.
- ✕If the colleague is on holiday, the request simply sits there.
With WebChat
- ✓Every WhatsApp request is automatically routed to the right Teams team.
- ✓Rules by topic, department or region — with cover during holidays.
- ✓Full history in your tenant, unlimited agents per channel.
From WhatsApp to the right team — automatically
WhatsAppCustomer writes
WebChatRouting & rules
Microsoft Teamsright department
Power AutomateSystems & data
Routing
into your Microsoft Teams channel
The WhatsApp request is routed by topic into the right Teams channel — here sales. The team replies with “@WebChat …” straight from Microsoft Teams.
The three aha moments
1
No new number
Your existing extension becomes the WhatsApp number — no new device, no new account, no company phone at reception.
2
Routing stays invisible
The customer just writes on WhatsApp — they notice nothing of the clean distribution into the right Teams channel.
3
Reply from Microsoft Teams
Your team replies with “@WebChat …” straight from the channel — without the WhatsApp app at the workplace, with unlimited agents per channel.
Every department, language or topic gets its own WhatsApp number
Make every department additionally reachable via WhatsApp — simply register the existing extension as a WhatsApp number. The normal phone function stays fully intact: your phone system keeps ringing as usual. WhatsApp is only added as an extra inbound channel through which customers talk directly to the right team — the request lands automatically in the matching Microsoft Teams channel.
!
Phone stays intact
The extension keeps working through your phone system — WhatsApp is only added as an extra channel.
Dedicated WhatsApp numberDedicated Microsoft Teams channel
+49 30 1234-100
WhatsApp Business
#sales
Microsoft Teams channel
+49 30 1234-200
WhatsApp Business
#support
Microsoft Teams channel
+49 30 1234-300
WhatsApp Business
#accounting
Microsoft Teams channel
+49 30 1234-440
WhatsApp Business
#support-english
Microsoft Teams channel
+49 30 1234-550
WhatsApp Business
#complaints
Microsoft Teams channel
Each WhatsApp number is firmly linked to exactly one Microsoft Teams channel — whether by department, language or topic. So the customer always talks directly to the right team.
AI chatbot with lead detection for your WhatsApp number
Extend the solution with Power Automate and Microsoft Foundry and build your own AI chatbot directly for your WhatsApp number — with your data and your knowledge. It answers automatically, detects buying signals and escalates hot leads instantly into the right Microsoft Teams channel. A human takes over at any time with a click.
WhatsAppYour extension
Microsoft FoundryYour AI agentPower AutomateRules & lead detectionMicrosoft TeamsAnswer & handoverWith your data
The AI agent accesses CRM, knowledge base and SharePoint via Power Automate — answers from your real data.
Lead detection
The AI detects buying signals and urgent requests and escalates hot leads instantly into the right Teams channel.
Human takes over
Human-in-the-Loop: disable via a Teams card, an employee takes over — no double answers.
Every request with the right team
Intelligent routing
Rules by topic, department or region bring every request automatically to the right team.
Cover & regions
Cover rules and regional assignment make sure nothing is left lying around.
Unlimited agents
Pay per Channel: as many agents per channel as needed — billed per channel, not per user.
Connect. Route. Answer.
- 1Get WebChat from the Microsoft MarketplaceInstall it into the departments' target channels.
- 2Connect WhatsApp Business as an inbound channel
- 3Define routing rules by topic, department & region
- 4Reply with “@WebChat …” straight from Teams
!
Prerequisite
WhatsApp runs via a WhatsApp Business account. Pay per Channel covers the WebChat license; automation and your own AI additionally need Power Automate Premium and Azure pay-as-you-go.
WhatsApp in customer service — without chaos on the company phone
More and more customers prefer to write via WhatsApp rather than call or send an email. But if WhatsApp communication ends up on a single company phone, requests from sales, support, accounting and HR get mixed up — messages are left lying around, cover is barely possible, and nothing is traceable.
WebChat connects WhatsApp Business as an inbound channel to Microsoft Teams and routes every request by topic, keyword, department or region automatically into the right Microsoft Teams channel. Your team works where it already is — no second inbox, no second login, no private phone. Replies go out with “@WebChat …” straight from the channel, and the customer receives the answer in WhatsApp.
Because WebChat runs entirely in your Microsoft tenant, history, identities and audit logs stay in your environment. This is how WhatsApp customer service scales — from a single number to a dedicated extension per department, optionally extended with an AI chatbot with lead detection.
Sales
Product enquiries and quotes land directly in the sales channel — hot leads are detected and passed on immediately.
Support
Issues and follow-up questions arrive in the support channel — including cover and clean escalation.
People & HR
Applications and employee requests go confidentially into the HR channel — separate from the rest.
FAQ & troubleshooting
By what rules does WebChat route?
By topic, keyword, department or region — freely configurable. So every WhatsApp request lands automatically in the right Microsoft Teams channel.
Can one number be split across several teams?
Yes. Depending on the rule, one WhatsApp number can be routed to different teams and channels — including cover.
Do I need my own WhatsApp Business number?
Yes, WhatsApp runs via a WhatsApp Business account that is connected once as an inbound channel. The team then works exclusively in Microsoft Teams.
What does WebChat cost?
Pay per Channel: you pay per Microsoft Teams channel, not per user — unlimited agents per channel. Billed through Microsoft. Terms at webch.at/pricing.
Does the existing phone number keep working?
Yes. You register your existing extension additionally with WhatsApp — the phone system stays fully functional. WhatsApp is only an extra inbound channel.
Can each department have its own WhatsApp number?
Yes. Each department can use its own extension as a WhatsApp number so customers talk directly to the right team — each number routes into its own Microsoft Teams channel.
Can I use an AI chatbot on WhatsApp?
Yes. With Power Automate and Microsoft Foundry you build your own AI chatbot with lead detection for your WhatsApp number — with your data and your knowledge, with handover to a human at any time.
Where is the WhatsApp data stored?
History, identities and audit logs stay in your own Microsoft tenant. The team works in Microsoft Teams, access runs through Entra ID.
your chat, your team, your decision
Free 7-day POC with 25 channels — no SaaS contract. From the Microsoft Marketplace.
