You can answer WhatsApp conversations from the Social Intents web Inbox, with or without Microsoft Teams, Slack or Google Chat. WhatsApp chats sit alongside website chats, SMS and email, and agents can reply, review history and start new WhatsApp conversations from the browser.
When to Use the Web Inbox
- Your team doesn't use Teams, Slack or Google Chat.
- You want a browser view of every WhatsApp conversation.
- Agents need to message a customer first with an approved template.
- You want a second place to answer alongside your team platform.
Receiving WhatsApp Messages
Each incoming WhatsApp message opens or continues a conversation labelled WhatsApp, showing the customer's phone number, the messages and any images, documents, audio or video they sent. Click the conversation and type your reply; it goes back to the customer on WhatsApp.
When a customer replies to a broadcast, agents see a one-time context line above the reply, for example ↩ Reply to broadcast “Black Friday” · sent Nov 3, 9:02 AM: “Hi Sarah, Black Friday starts early…”, so they know what the customer is answering.
If Show agent name on WhatsApp replies is turned on in Settings > Channels > WhatsApp, customers see the agent's display name above or below each agent reply.
Starting a New WhatsApp Conversation
Turn On Compose
Go to Settings > Channels, expand WhatsApp, turn on Let agents start new outbound WhatsApp conversations and click Save channel settings. Optionally choose a Default template for compose.
Open the Compose Menu
In the Inbox, click the compose button and choose WhatsApp message. Search your contacts or enter a phone number with its country code. If you have several numbers, pick one in Send From.
Reply in the Open Chat When You Can
If the customer messaged that number in the last 24 hours and the chat is still open, a banner offers Open conversation. Reply there with a normal message; no template is needed.
Otherwise, Send a Template
Choose an approved template in Message Template, fill in the Template Variables ({{1}} is the first variable, {{2}} the second) and, for image, video or document templates, the header media. Send it. The message continues the customer's latest chat, and when they reply the 24-hour window opens for normal messages.
Templates are created and approved in Outbound > Templates. See WhatsApp Template Manager and Library. To message many contacts at once, use WhatsApp Broadcasts instead.
Managing Conversations
- Conversation list: open WhatsApp conversations with the latest message and time.
- Transcripts: the full history, including media the customer sent.
- Contacts: each WhatsApp customer is saved as a contact. The contact's Messaging consent card shows their WhatsApp and SMS consent. See WhatsApp Consent and Opt-Outs.
- Close and reopen: close finished chats. Inactive chats close automatically after the Auto-close after (hours) setting.
Alongside a Team Platform
The inbox works alongside Teams, Slack and Google Chat. If a number routes to a widget connected to one of them, conversations appear in both places and agents can answer from either. The transcript stays in sync.
Frequently Asked Questions
Can I use the inbox on my phone?
Yes. The web inbox runs in any modern browser, including on mobile.
Why can't I send a normal message to a customer?
WhatsApp only allows free-form messages within 24 hours of the customer's last message. After that, send an approved template. If an agent replies after the window closes, Social Intents sends your re-engage template instead. See WhatsApp Templates, Media & Sessions.
Are outbound messages in reports?
Yes. Conversations you start appear in chat history and reports alongside inbound ones.