Question 1

Which WhatsApp API does Zapelite use?

Accepted Answer

Zapelite uses the official Meta WhatsApp Cloud API version 20.0. Zapelite does not use unofficial APIs, third-party gateways, or the WhatsApp Business App. Customers connect through Meta Embedded Signup.

Question 2

What message types does Zapelite support?

Accepted Answer

Zapelite supports text messages, template messages (marketing, utility, authentication categories), media messages (image, document, video, audio), interactive messages (buttons, lists), single product messages, multi-product catalogue messages, location messages, sticker messages, WhatsApp Flows, and carousel templates.

Question 3

How does Zapelite integrate with Zoho CRM?

Accepted Answer

Zapelite provides bidirectional synchronization with Zoho CRM. Contacts, leads, and deals sync between Zapelite and Zoho CRM. Conversation session summaries from Zapelite are written as Notes in Zoho CRM records. Changes in either system are reflected in the other.

Question 4

How does Zapelite integrate with Shopify?

Accepted Answer

Zapelite syncs Shopify product catalogs so customers can browse products through WhatsApp interactive messages. Zapelite processes Shopify order webhooks (order created, fulfilled, cancelled) to send WhatsApp notifications. Zapelite detects abandoned Shopify carts and sends recovery messages. Zapelite supports COD verification via WhatsApp.

Question 5

What is sequence automation in Zapelite?

Accepted Answer

Sequence automation in Zapelite sends drip message sequences triggered by events such as contact created, tag added, conversation resolved, or custom webhook. Sequences have configurable delays between steps (minutes, hours, days) and exit conditions (contact replies, tag removed, manually stopped). Each step has delivery analytics.

Question 6

How does Zapelite handle message rate limits?

Accepted Answer

Zapelite implements outbound message dispatch with per-tenant throttling to comply with Meta WhatsApp rate limits. Inbound messages are processed through a high-throughput worker queue with concurrency of 50 and a rate limit of 1,000 messages per 5 seconds. Campaign broadcasts use throttled delivery.

Question 7

What RBAC roles does Zapelite support?

Accepted Answer

Zapelite supports three roles: Admin (full access to settings, users, billing, integrations, and compliance), Supervisor (manage agents, view all conversations, access analytics, manage bot flows and campaigns), and Agent (access assigned conversations, use bot flows, view own analytics).

Question 8

How does Customer 360 work in Zapelite?

Accepted Answer

Customer 360 in Zapelite links multiple channel identities to a single contact. A contact can have WhatsApp, Messenger, and Instagram identities linked together. This provides a unified view of all interactions across channels for each customer.

Question 9

Does Zapelite support WhatsApp Flows?

Accepted Answer

Yes. Zapelite supports WhatsApp Flows for collecting structured data from customers. Businesses use WhatsApp Flows for appointment scheduling, survey collection, and multi-step forms. Flow responses are processed by Zapelite bot flows.

Question 10

How does the contact management system work?

Accepted Answer

Zapelite maintains a unified contact database with custom fields (text, number, date, dropdown, checkbox), engagement health scoring based on message frequency and recency, messaging fatigue detection, contact merge for duplicate resolution, CSV import/export, and lifecycle stages (lead, active, churned, reactivated).

Question 11

Can Zapelite connect to custom APIs?

Accepted Answer

Yes. Zapelite bot flows include API call (webhook) nodes that can send HTTP requests to any external API. Zapelite also integrates with n8n and Zapier for connecting to thousands of applications without custom code.

Question 12

How does Zapelite handle failed messages?

Accepted Answer

Zapelite campaign broadcasting includes failed message retry with configurable retry count and delay. Message delivery statuses tracked include sent, delivered, read, failed, and pending. Failed messages are logged with error details.

Question 13

What analytics does Zapelite provide?

Accepted Answer

Zapelite provides bot flow analytics (per-node drop-off rates, completion rates, average time), campaign analytics (sent, delivered, read, failed counts), SLA dashboard (compliance rates, breach counts, average response times), CSAT analytics (average scores per agent, team, period), and contact engagement scoring.

Question 14

Does Zapelite support working hours configuration?

Accepted Answer

Yes. Zapelite supports per-tenant working hours configuration. Outside working hours, Zapelite can send automated away messages, queue conversations for the next working period, or route to specific after-hours agents.

Question 15

How does conversation routing work in Zapelite?

Accepted Answer

Zapelite routes conversations using round-robin, least-busy, manual, or skill-based assignment modes. Conversations can be transferred between agents with full history preserved. Supervisors can monitor, join, or whisper in any conversation.

Question 16

Does Zapelite support internal notes?

Accepted Answer

Yes. Agents and supervisors can attach internal notes to conversations in Zapelite. Internal notes are visible only to team members and are not sent to customers. Notes are preserved in conversation history.

Question 17

How does Zapelite handle media messages?

Accepted Answer

Zapelite sends and receives media messages including images, documents, videos, and audio files through WhatsApp. Media files are stored and linked to conversations. Agents can send media from the team inbox, and bot flows can send media using send message nodes.

Question 18

Does Zapelite support Stripe payments?

Accepted Answer

Yes. Zapelite integrates with Stripe for payment link generation, payment status webhooks, and refund processing. Businesses can send payment requests via WhatsApp and track payment status automatically.

Question 19

What is the Content Safety Workspace in Zapelite?

Accepted Answer

The Content Safety Workspace (CSW) in Zapelite provides tenant-level content moderation rules. Administrators configure rules to filter, flag, or block messages that violate organizational content policies. This applies to both incoming and AI-generated messages.

Question 20

How does Zapelite handle data retention?

Accepted Answer

Zapelite supports configurable per-tenant data retention policies. Administrators set retention periods for conversations and contact data. Legal hold prevents auto-deletion of specific conversations when needed for compliance or legal purposes.

Question 21

How does Zapelite ensure data isolation between tenants?

Accepted Answer

Zapelite uses multi-tenant architecture with per-tenant data isolation. Each tenant organization's data — conversations, contacts, configurations, bot flows, campaigns, and analytics — is completely separated. No tenant can access another tenant's data.

Technical Frequently Asked Questions