WhatsApp Integration
Talk to customers on WhatsApp from the shared Inbox.
Connect a whatsapp number through the official mechanism
The Owner connects a WhatsApp Business Platform number through Meta's Embedded Signup flow, so the company can start receiving and sending WhatsApp messages in the shared Inbox without ever handling a personal WhatsApp credential.
Identify, disconnect or reconnect a connected whatsapp number
An Admin confirms which physical number a connection represents from its verified business name and quality/tier details, and disconnects or reconnects it as needed — the WhatsApp-specific instance of the generic FR-15 lifecycle actions.
Manage several whatsapp numbers for the same company
An Admin connects and names a second (or further) WhatsApp number — e.g. one per department or country — and Operators choose which connected number to send from when replying or initiating.
Detect a non-functional whatsapp integration
The platform recognizes, without waiting for a customer complaint, that a WhatsApp number has stopped working — an expired token, a restricted number quality, or repeated webhook failures — and surfaces it to Admins through the generic FR-15 health pipeline.
Receive an inbound whatsapp message into the inbox
A customer sends a WhatsApp message to a connected number; the platform receives it via Meta's webhook, verifies it, and delivers it into the shared Inbox as a new or continuing conversation.
Identify the whatsapp sender by phone number and create or associate the profile
The system uses the sender's WhatsApp id (`wa_id`, their phone number) — a reliable identifier — to find the matching Contact or create a new one, rather than trusting the sender's editable WhatsApp display name.
Reply to a whatsapp conversation from the platform
An Operator replies to a customer's WhatsApp message with free-form text, media or a document, from inside the Inbox, while the customer service window is open.
Follow the technical delivery status of a whatsapp message
An Operator sees a sent message's status progress from Sent to Delivered to Read, live, as Meta's status webhooks arrive.
Initiate a whatsapp conversation with a customer
An Operator starts a brand-new WhatsApp conversation with a customer who has not written first — for example, following up on a quote — which WhatsApp only permits via an approved template.
Send an approved whatsapp template when the channel rules require one
On an existing conversation whose 24-hour window has closed, an Operator sends an approved template to reach the customer again, since free-form replies are no longer accepted.
Distinguish internal reply templates from approved whatsapp templates
The composer keeps the company's own free-text reply-template shortcuts (FR-27) visually and functionally separate from Meta-approved WhatsApp templates, so an Operator never confuses inserting canned text with sending a structured, provider-approved template.
Withhold content types and oversized media the whatsapp API cannot transmit
Before attempting a send, the composer checks the attachment against WhatsApp's capability declaration and blocks anything unsupported or oversized, with a clear reason, instead of letting the Cloud API reject it after the fact.
Handle a failed whatsapp send and resend the message
When the Cloud API rejects a send or reports a `failed` delivery status, the Operator sees exactly what failed and can resend it, without the message silently disappearing.
Enable or disable the ai assistant for whatsapp conversations
An Admin turns the AI Assistant on or off for one specific WhatsApp number, independently of the company's other channels.