You can manage WhatsApp conversations directly from the Social Intents web inbox without using a separate team platform. The inbox shows all incoming WhatsApp messages alongside website chats and SMS conversations. Agents can respond, view transcripts, and compose new outbound WhatsApp messages from the browser.
When to Use the Web Inbox
- Your team does not use Teams, Slack, or Google Chat
- You want a dedicated browser-based interface for WhatsApp support
- You need to compose outbound WhatsApp messages to customers
- You want to supplement your team platform with a secondary response option
Receiving WhatsApp Messages
When a customer sends a WhatsApp message, it appears in the web inbox as a new conversation. The inbox displays:
- The customer's phone number
- A WhatsApp source label
- The message content (text, images, documents, audio, video)
- Timestamps for each message
Click a conversation to view the full transcript and type a response. Your reply is sent back to the customer through WhatsApp.
Composing Outbound Messages
Agents can initiate new WhatsApp conversations directly from the inbox. This is called outbound compose.
Enable Compose
Go to Settings > Outbound Settings and enable Compose Messages from Inbox.
Start a New Conversation
In the inbox, click the compose button. Enter the customer's phone number in E.164 format (e.g., +14155551234).
Select a Template
WhatsApp requires an approved message template for first contact. Select a template from the dropdown - templates are automatically fetched from your Meta account.
Fill Variables and Send
Fill in any template variables and send the message. Once the customer responds, the 24-hour session window opens for free-form messaging.
Managing Conversations
The web inbox provides tools for managing WhatsApp conversations:
- Conversation list - See all open WhatsApp conversations with their latest message and timestamp
- Transcripts - View the full message history including media files sent by the customer
- Agent assignment - Conversations are tracked by agent for reporting purposes
- Close/reopen - Close completed conversations or reopen them if the customer messages again
Alongside a Team Platform
The web inbox works alongside your team platform. If WhatsApp is routed to a Teams or Slack widget, messages appear in both places - agents can respond from whichever is more convenient. The conversation transcript stays synchronized regardless of where the reply originates.
Preguntas frecuentes
Can I access the inbox on mobile?
The web inbox is browser-based and accessible from any device with a web browser. The interface is responsive for mobile use.
Are outbound messages tracked in reports?
Yes. Outbound WhatsApp conversations appear in your chat history and reports alongside inbound conversations.