ZapGate — your company's WhatsApp, answered by the whole team.
One number, several people answering, the full history in one place. And an assistant that handles the repeated questions and hands the team what really needs a person.
We built this for ourselves. ZoomPositivo gets enquiries over WhatsApp like everyone else, and one person's phone is not a support channel: when they go on holiday the conversations go with them; nobody knows who answered what; and the same five questions come back every day. We solved it in-house and then started selling it.
What it does
One inbox for the whole team
The number belongs to the company, not to a person. Everyone signs in with their own account, sees the full history and answers from wherever they are — nothing to install. Each reply carries the name of whoever wrote it, and automatic ones are marked as such.
An assistant that knows when to stop
It answers from what the company gives it — the website, a document, a manual. What isn't there, it doesn't invent: it hands the conversation to a person and tells the customer. That is a design decision, not a shortcoming: an assistant that guesses prices or deadlines is a complaint three weeks later.
Support groups
Support, sales, billing. Each number belongs to a group, and people outside it don't see those conversations. An agent can transfer a conversation to another team — it goes back to waiting, and the customer is told.
Wired into the systems you already run
Your ERP sends the message with one HTTP call, WhatsApp delivers it, and whatever comes back is forwarded where it belongs. Notifications leave the system that already produces them, instead of someone retyping them.
How a conversation runs
- The message arrives in the general group and is visible to the team.
- The assistant answers if it can. While it does, the conversation is not waiting on anyone.
- It goes to a person when the assistant can't help, or when the customer asks. The conversation is marked as waiting.
- An agent takes it. Before their first message, the customer is told they are now talking to a person — and to which one.
- Transfer or close. Transferring sends it back to waiting, in the new group. Closing thanks the customer and says the door stays open; writing again reopens the conversation.
Two things worth knowing first
WhatsApp charges per message sent. That is Meta's rule, not ours. Messages your customers write to you are never charged; the ones you send are. Each plan includes a volume, and anything above it is itemised on the bill.
After 24 hours you can only write using an approved template. One day after the customer's last message, WhatsApp only allows text it approved beforehand. We prepare those templates with you, and the app picks the right path on its own.
What's included
We handle the tedious part: registering and verifying the number with Meta, submitting templates and waiting for approval, building the assistant from your company's material, and training whoever will be answering. That is what the setup fee pays for.