WhatsApp

WhatsApp in Inbox

WhatsApp messaging allows businesses to communicate with customers using the world’s most popular messaging app directly from Inbox. Conversations appear alongside SMS, RCS, and Chat, giving teams a single place to manage customer interactions.

WhatsApp is best suited for transactional and utility-based messaging, such as appointment reminders, updates, and customer support conversations.

Prerequisites

• Active Textel account

• Active WhatsApp Business Account (WABA)

• Twilio subaccount with a configured WhatsApp sender

• At least one Meta-approved WhatsApp content template
  
  

Sending Messages

1. Go to Inbox → SMS -> click on Create Conversation.

2. Select a WhatsApp-enabled line.

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   Select a template and set variables if needed.

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   Once the template is inserted, click "Create conversation."

• Outbound WhatsApp messages must use approved content templates

• Templates may include text and media

• Variable placeholders are supported (e.g., name, appointment time)

• Agents can respond using freeform messages once a conversation is active.

  
  

View Conversations

• Conversation Card: WhatsApp lines are clearly labeled and Inbound messages appear in real time in the inbox.

• Conversation View: Customer details show WhatsApp-enabled status. 

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