What it does
Most customers in Nigeria would rather send a WhatsApp message than fill in a form. NETICS works with two WhatsApp numbers, and each has its own job.
Your business number is the one your customers already message. Once it is connected for customer chats, NETICS answers text messages from your published knowledge, every chat appears in the Omnichannel Inbox, and your team can take over at any point.
The NETICS line is Lognetics' own WhatsApp Business number. It sends updates to you and your team: a customer waiting for a person, a new order, a confirmed payment, a website chat transcript, a sign-in code. These go as WhatsApp-approved templates, so they arrive even if you have not written to the line in days.
Your phone also becomes a remote control for the order board. A new-order alert ends with "Reply CONFIRM ORD-... to accept it", and short commands move the order along.
Who it is for
Businesses that sell and serve over WhatsApp: a restaurant taking delivery orders, a fashion seller whose customers ask about sizes and prices, a logistics business that needs order updates on the move. It suits owners who are away from a laptop most of the day but never far from their phone.
How it works in NETICS
- Go to Platform > Integrations, find the WhatsApp card and press Connect WhatsApp.
- Enter your WhatsApp Business number, for example +234 803 555 0148, and press Continue. NETICS sends a 6-digit code to that number on WhatsApp.
- Type the code on the card and press Verify. The card shows WhatsApp is live. A code expires after 15 minutes.
- From then on, new-order and payment alerts reach that number, and you can reply with order commands: CONFIRM, PREPARING, READY, OUT, DELIVERED, CANCEL or STATUS, followed by the order reference. Send HELP for the list.
- For NETICS to answer your customers on that number, the number also has to be connected for customer messages. The live card tells you which state you are in: "Order alerts only" or "NETICS answers customers who message" your number. The self-serve Connect with Facebook option is not switched on yet, so for now the NETICS team connects the number for you: write to info@neticsai.com.
- Read and reply in Conversations > Omnichannel Inbox under the WhatsApp channel. Sending a reply pauses NETICS on that chat, and Hand back to NETICS resumes it.
- To message contacts automatically, add a WhatsApp step to a workflow in NETICS CRM > CRM workspace > Automations > Workflows.
Key capabilities
- AI replies from your knowledge. NETICS answers customer text messages from your published profile and Published documents, in your agent's language, by the same rules as your website agent.
- One thread per conversation. A message within 24 hours continues the same conversation; a later one starts a new thread. Each sender is matched to a customer by phone number, or added as a new one.
- Handover to your team. When a customer asks for a person or NETICS is struggling, it tells them someone will follow up on WhatsApp and alerts owners and admins.
- Team takeover. Press Take over from NETICS in the inbox, reply from your business number, and hand back when you are done.
- Payment links in the chat. Send payment link builds an order at catalogue prices and drops a secure checkout link into the WhatsApp chat. Details on orders and payments.
- Order commands. Accept, prepare, mark ready, send out, mark delivered (paid orders only), cancel or check an order by replying from the registered number.
- Templates and the 24-hour window. WhatsApp only delivers free text within 24 hours of a customer's last message. A WhatsApp step in an automation sends its message inside that window and your approved template outside it, and skips the contact rather than send text WhatsApp would drop.
- Change number without downtime. Change number verifies the new number first; the old one stays live until it does.
- Alerts to each team member. In Notifications, each person chooses whether alerts reach their own WhatsApp. Escalations go by notification, email and WhatsApp unless they change it.
- Spam guard. After 30 messages in an hour from one sender, NETICS stops answering that sender.
- No per-message fee from NETICS. NETICS does not charge per WhatsApp message, and chats do not use voice minutes. The replies the NETICS agent writes do count as AI answers in your plan's allowance.
Plan availability
WhatsApp is included on Pay as you go (no monthly fee, pay from credits), Starter (NGN 50,000 a month), Growth and Enterprise. The 3-day free trial includes it too, and the trial needs no card. Each reply NETICS writes to a customer is an AI answer: the trial includes 50, Starter 1,500 a month and Growth 10,000 a month, then each answer is 3 credits (NGN 45). On Pay as you go every answer is 3 credits, and Enterprise allowances are agreed with the NETICS team. A safety cap of 2,000 AI answers per workspace a day applies on every plan. Prices exclude VAT. If a trial ends without a plan, NETICS stops replying on WhatsApp: messages are still saved in the inbox and your team is told one is waiting. The full list is on pricing.
What it does not do yet
- On WhatsApp, NETICS answers questions only. It does not take orders, create checkout links, look up order status or take bookings by itself; your team sends payment links from the inbox.
- Images, voice notes, documents and locations are not read or answered.
- There are no WhatsApp broadcasts. Bulk messages go by email and SMS, see email and SMS broadcasts.
- Order status changes are not pushed to customers on WhatsApp.
- Self-serve Connect with Facebook is built but not switched on.
Frequently asked questions
Will NETICS answer my customers as soon as I verify my number?
Not on its own. The 6-digit code check connects the number for order alerts and order commands, and the card says "Order alerts only" until the number is also connected for customer messages.
The NETICS team can make that second connection for you today. Once it is in place, the card reads "NETICS answers customers who message" your number and chats start arriving in the inbox.
What is the 24-hour window?
WhatsApp only delivers free-text messages to someone within 24 hours of their last message to you. Outside that window you need a template approved by Meta. NETICS applies this rule in automations, and sends its own alerts to your team as approved templates so they always arrive.
Can my team reply to customers from NETICS?
Yes. Open the chat in the Omnichannel Inbox and type a reply; it goes to the customer from your business number. Your reply pauses NETICS on that chat so two voices never answer at once, and Hand back to NETICS lets it carry on.
Can customers place orders on WhatsApp?
Your team can take the order in the chat and press Send payment link to send a secure checkout link. NETICS itself does not take orders on WhatsApp yet. It does take orders in website chat and on the phone line.
Which number do team alerts come from?
From the NETICS line, as an approved template, to each member's own contact phone. That keeps alerts separate from your customer conversations on your business number.