Sales & Customer Support · Wati + Claude
Wati MCP with Claude: Automate WhatsApp Sales and Support Conversations
The short answer
Claude works with Wati through the Model Context Protocol, an open standard that lets Claude securely read and act within the tool. Once connected with an API key, Claude can send WhatsApp messages, manage contacts, support campaigns and review support conversations, using permissions your organisation controls.
What is Wati?
Wati is a WhatsApp Business API platform. Businesses use it to reach customers on WhatsApp for marketing, sales and customer support. It helps teams send notifications, run broadcast campaigns, manage contact lists and handle conversations at scale. Sales, marketing, customer service and operations teams are the typical users, especially in businesses where customers prefer messaging to phone calls or email.
How Claude connects to Wati through MCP
The Model Context Protocol, or MCP, is an open standard that lets Claude use other software safely. Think of it as a universal adapter between Claude and a tool like Wati. Through it, Claude can read information and take actions, and the organisation decides exactly what it is allowed to do.
Once Wati is connected, Claude can typically look up contacts, read recent support conversations, draft and send WhatsApp messages, and help set up or review campaigns. Requests can be made in plain language, such as asking for all customers who enquired last week but have not yet bought.
Permissions and approvals keep people in charge. Access is limited to what the job requires, and consequential actions such as sending a campaign to a large list can require a person to approve them first. Activity can be logged so the team can see what was done and by whom.
What you can automate
Abandoned enquiry follow-up
Claude can identify leads who asked about a product but did not complete a purchase. It can draft a friendly WhatsApp follow-up tailored to each enquiry, and a sales manager reviews the batch before it is sent. This helps sales teams recover interest without manually checking every conversation.
Order and delivery notifications
Customer service teams often send repetitive status updates. Claude can prepare shipment or booking confirmations and send them through Wati when the order data changes. Customers get timely updates, and staff spend less time answering 'where is my order' messages.
Support conversation triage
Claude can review incoming support chats, group them by topic and urgency, and flag complaints that need a senior agent. Support leads get a clear daily summary of issues, which helps them spot patterns such as a faulty product batch or a confusing policy.
Segmented marketing campaigns
Marketing teams can ask Claude to build contact segments, such as customers who bought in the last quarter or who opted in to offers. Claude can draft campaign messages for each segment, and the team approves them before launch. This keeps campaigns relevant and reduces the risk of messaging the wrong audience.
Contact list hygiene
Operations teams can use Claude to find duplicate contacts, incomplete records and numbers that should be updated. Claude can propose corrections for review, which keeps the contact database accurate and improves delivery rates for future messages.
An end-to-end workflow: Lead recovery and handover for a retail sales team
TriggerA customer asks about a product on WhatsApp but does not respond or buy within 48 hours.
Claude reads the recent Wati conversation and identifies the product and the customer's stated needs.
Claude checks the customer record in the organisation's CRM to confirm contact history and preferences.
Claude drafts a personalised follow-up message and a short summary for the sales representative.
The sales representative reviews and approves the message in the approval queue.
Wati sends the approved message, and the outcome is logged back to the CRM.
If the customer replies with a purchase intent, Claude creates a task for the assigned sales representative.
OutcomeSales teams recover more warm enquiries with less manual searching, while every message is reviewed by a person before it reaches the customer.
How we set it up
Free automation audit
We review how your teams currently use Wati and where messages, follow-ups and support triage take the most time. You receive a short list of workflows worth automating, at no cost.
Secure API key connection
We connect Claude to Wati using the API key sign-in method. The key is stored securely, and access is limited to the actions each workflow needs, following least-privilege principles.
Workflow design across your systems
We design how Wati connects with your other tools, such as Microsoft 365, CRM, ERP or ticketing systems. Approval points are set for any action that messages customers at scale or changes records.
Testing and launch with monitoring
We test the workflows against real past conversations and campaigns. We then launch with monitoring and audit logs so you can see activity and catch issues early.
Team training and handover
We train your sales, marketing and support staff to use the new workflows, review approvals and read the logs. You receive documentation and ongoing support as the workflows mature.
Who benefits
- Sales managers
- Faster follow-up on warm enquiries, with every message reviewed before it is sent.
- Customer support leads
- A clear view of conversation themes and urgent issues each day.
- Marketing teams
- Better-segmented WhatsApp campaigns that are drafted quickly and approved before launch.
- Operations and IT heads
- Controlled, logged access to Wati with limited permissions and clear audit trails.
Security and control
- Use API key access with least-privilege permissions, limited to the actions each workflow needs.
- Require human approval before campaigns or bulk messages are sent to customers.
- Keep audit logs of messages sent, contacts changed and conversations reviewed.
- Respect opt-in and opt-out preferences and WhatsApp messaging rules in every workflow.
- Review drafts for accuracy and tone before they reach customers, especially for sensitive topics.
For teams in the US, UK, India and the Middle East
Organisations in the United States and the United Kingdom must consider their own privacy and consumer messaging rules when contacting customers on WhatsApp. In India, the Digital Personal Data Protection Act, 2023 governs how personal data is collected and used. Businesses in the UAE and Saudi Arabia must follow local data protection laws. We choose the hosting region for your custom Claude applications, such as India, the United States, the United Kingdom or the European Union, to help meet your requirements.
Learn more about Claude and MCP
Anthropic's AI model and assistant.
Secure links between Claude and business tools.
How engineers build and change software with Claude.
Hosted agents that run multi-step work.
The open standard Claude uses to connect to tools.
Frequently asked questions
What does the Wati MCP server do?
The Model Context Protocol server gives Claude a secure, structured way to work with Wati. It allows Claude to read contacts and conversations and to take defined actions such as sending messages or updating records. Access is controlled by the permissions you set, so Claude only does what your workflow allows.
Is connecting Claude to Wati secure?
Security depends on how the connection is designed. We use API key sign-in, store the key securely, limit permissions to what each workflow needs, and require approvals for consequential actions. Audit logs record activity so your team can review what happened.
What can Claude do with Wati once connected?
Typically Claude can look up contacts, read support conversations, draft and send WhatsApp messages, help build audience segments and summarise support activity. Requests can be made in plain language, and the exact actions depend on the permissions you grant.
How long does setup take?
A simple connection and single workflow can often be launched in a few weeks. More complex setups involving several business systems and approval chains take longer. The free automation audit gives a realistic timeline for your situation.
Which plan or permissions do I need?
You need an active Wati account with API access and an API key that the connection can use. The exact account level depends on your Wati agreement and the features you intend to automate. We confirm what is required during the free audit.