Customers who message your WhatsApp business number get answered from the same inbox as every other channel.
Setup
- Go to Settings → Channels and add a WhatsApp channel.
- Follow the guided connection to link your WhatsApp Business number.
- Send a test message to your number — it should appear in the Inbox.
How conversations work
- Each WhatsApp conversation is a ticket; replies go straight back to the customer's WhatsApp.
- Images and attachments are supported in both directions.
- WhatsApp enforces a 24-hour customer-service window: you can reply freely within 24 hours of the customer's last message. After the window closes, the customer needs to write again before you can answer.
Good to know
- Keep an auto-responder on this channel friendly and short — WhatsApp customers expect a conversational tone.
- The same customer writing on WhatsApp and by email is recognized as one profile when the contact details match.
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