Connect WhatsApp
Receive and answer WhatsApp messages from the unified inbox.
Published 6/12/2026Updated 9/9/2026
Channels · WhatsApp
Connect WhatsApp
Receive and answer WhatsApp messages from the unified inbox.
One ticket per conversation24-hour customer-service windowAttachments in both directions
Customers who message your WhatsApp business number get answered from the same inbox as every other channel.
Setup
Settings → Channelsadd a WhatsApp channel
→Link your numberguided connection
→Send a test messageto your number
→It appears in the Inboxas a ticket
Add a WhatsApp channel
Settings›Channels›WhatsApp
Follow the guided connection
Link your WhatsApp Business number.
Send a test message to your number
It should appear in the Inbox.
How conversations work
- ·One ticket per conversation — 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
- ·Auto-responder — keep it friendly and short on this channel; WhatsApp customers expect a conversational tone.
- ·One profile — the same customer writing on WhatsApp and by email is recognized as one profile when the contact details match.
Same inbox, one more channel
WhatsApp messages sit next to every other conversation.
Was this article helpful?