What this does
The WhatsApp channel lets you send and receive WhatsApp messages directly from the Helpdesk inbox using the WhatsApp Business API.
When to use it
Add WhatsApp when your customers prefer messaging over email or phone.
Step by step
- Go to Helpdesk > Settings > Channels
- Click + Add Channel
- Select WhatsApp
- Connect your WhatsApp Business account:
- Enter your Phone Number ID
- Enter your WhatsApp Business API Token
- Configure the webhook URL provided by Helpdesk
- Verify the connection by sending a test message
- Click Save
Tips
- You need a Meta Business account and WhatsApp Business API access
- WhatsApp requires approved message templates for initiating conversations
- Incoming messages appear in your unified inbox alongside other channels
- WhatsApp has a 24-hour reply window — after that, you must use a template