Comparing WhatsApp for Intercom
Intercom native WhatsApp vs Octopods Which one fits your Intercom inbox?
Both bring WhatsApp into the Intercom inbox with Fin and approved templates. They differ in who owns the number, how Meta's charges are billed, whether you keep the WhatsApp Business app, and group chats.
- Your own WhatsApp Business Account
- Keep the WhatsApp Business app
- Group chats supported
the practical answer
Which WhatsApp integration should an Intercom team choose?
Intercom's native WhatsApp fits when WhatsApp is your only messaging app and you're happy for the number to sit on Intercom's WhatsApp Business Account. Choose Octopods when you want to keep your own WhatsApp Business Account and the WhatsApp Business app on your phone, answer group chats, or add Telegram Personal, TikTok, Viber Business Messages and other channels to the same Intercom inbox.
Two routes into Intercom
Intercom native
Through Octopods
Your own WhatsApp account, plus groups and more apps.
Keep your own WhatsApp Business Account
Octopods connects the WhatsApp Business Account owned by your Meta Business Portfolio. With Intercom's native WhatsApp, the number is registered to Intercom's account and Meta's charges are billed through Intercom.
Keep the WhatsApp Business app on your phone
With Coexistence, the same number keeps working in the WhatsApp Business app while your team answers from Intercom. Intercom's native WhatsApp needs the app account deleted first, and the app's chat history is lost.
Answer WhatsApp group chats in Intercom
Group messages arrive in Intercom and your team replies to the group, on Cloud API numbers with Official Business Account status. Intercom's native WhatsApp doesn't support group conversations.
moving from intercom's native whatsapp
Can you move a WhatsApp number from Intercom to Octopods?
Yes, with a little planning. Meta allows one active registration per phone number, so the number has to be disconnected from Intercom's native WhatsApp before it can connect anywhere else.
Disconnect the number first
Disconnect it in Intercom's WhatsApp channel settings, then connect it to Octopods with Meta login.
Check where your templates live
Templates belong to a WhatsApp Business Account. Check which account yours were created in, and plan to resubmit any you need for Meta approval.
Test before you switch your main number
Connect one number, receive and answer a message in Intercom, let Fin answer a question and send an approved template.
make the right call
Intercom native WhatsApp vs Octopods, feature by feature
Both use Meta's official WhatsApp Business Platform. These are the differences, from Intercom's help center and Octopods' own documentation.
| What matters | Intercom native WhatsApp | WhatsApp via Octopods |
|---|---|---|
| Where agents reply | Intercom inbox | Intercom inbox |
| WhatsApp Business Account | Number registered to Intercom's WhatsApp Business Account | Your own account, connected with Meta login |
| Meta's message charges | Billed through Intercom, per message by category and country | Billed separately from your Octopods subscription |
| WhatsApp Business app | App account must be deleted first; app chat history is lost | Keep the app with Coexistence; up to 2,000 contacts synced per number |
| Group chats | Not supported | Supported on Official Business Account numbers |
| Message templates | Utility, authentication and marketing templates | Approved templates from Intercom, proactive messages, broadcasts and the API |
| Starting conversations from an API | Intercom's REST API can't send templates or start WhatsApp conversations | The Octopods API sends approved templates |
| Fin AI Agent | Supported | Fin and Workflow replies are forwarded to WhatsApp |
| Plan and price | Paid channel on the Essential, Advanced and Expert plans, plus per-message charges | $99/month per WhatsApp number, plus Meta's charges |
| Other messaging apps | Intercom channels such as SMS, Facebook, Instagram, Slack and Telegram bots | Adds Telegram Personal, TikTok, Viber Business Messages, WeChat and Twilio SMS on your own numbers |
Intercom facts are from Intercom's help center (Connect your WhatsApp channel, WhatsApp FAQs, Outbound WhatsApp messages, WhatsApp messaging rates and Channels explained), checked 29 October 2026. Features and pricing can change; see the links below.
how it works
Your next three steps
- 1step 1
Check your number
Note which WhatsApp Business Account each number is on, and whether it's still connected to Intercom's native WhatsApp.
- 2step 2
Connect with Meta login
Connect your WhatsApp Business Account to Octopods and choose your Intercom workspace.
- 3step 3
Test a full conversation
Receive a message, reply from Intercom, let Fin answer and send an approved template.
before you connect
What do you need before you switch?
An Intercom workspace
Octopods adds no Intercom plan requirement. Fin and Workflow replies follow Intercom's own plan and credit rules.Meta access
Admin access to the Meta Business Portfolio that owns your WhatsApp Business Account.A number that's free to connect
A number can only be registered once, so disconnect it from Intercom's native WhatsApp first.
go deeper
Read the setup details
keep exploring
Find your next answer
Bring WhatsApp into Intercom on your own account.
Tell us how you use WhatsApp today and we'll help you plan the move.