Responses get scattered
Viewing the history in a panel helps understand the question and continue the conversation with the customer.
WhatsApp Inbox for support
Centralize customer service in a WhatsApp inbox for your team.
With the official WhatsApp connection, monitor conversations, view history, and reply manually to customers from the dashboard. Continue responses to campaigns, automations, payments, and orders.
- Inbox to respond to WhatsApp conversations
- Customer history, search and context
- Continuity for automation and campaign replies
Conversations dashboard
Customer replied
01
Message sent
Campaign, cart, payment, order or post-sale contacts the customer via WhatsApp.
02
Customer replies
The conversation appears in the inbox for the team to follow the history and understand the context.
03
Team attends
The agent replies via the dashboard, guides the customer, and continues the sale or support.
Sending messages is only half the operation. The customer also replies.
Abandoned cart, pending payment, campaigns and order notifications can raise questions, objections and requests for help. Without an inbox, these conversations become hard to track.
A sale can stall on doubt
A customer may reply to a billing message, campaign, or cart with a simple question that needs a quick response.
Post-sale needs continuity
Exchanges, delivery questions, usage guidance and reviews require history for the team to respond better.
How the WhatsApp inbox works in WPP Marketing.
Receive conversations in the dashboard
The inbox lists WhatsApp conversations for the team to open contacts, view messages and follow history.
Understand the context
Read previous messages to understand the question and link it to the support case, campaign, or order the customer mentions.
Respond manually
Operators can send replies from the dashboard to resolve questions, guide payments, support delivery, or continue a sale.
Use simple auto-reply
Set up a basic autoresponder to organize the initial reply when the team can’t respond immediately.
The inbox connects customer service to the rest of the WhatsApp operation.
To make it easier to start contact from your website, check out the WhatsApp widget. The widget opens the conversation; the inbox brings together the support resources available on the account.
WhatsApp Campaigns
Respond to customers who return after promotions, coupons, launches, and mass sends.
Abandoned cartAnswer questions that prevent the customer from returning to checkout and completing the purchase.
Payment pendingGuide customers who reply to the reminder with questions about instructions, the link, or the local payment method.
Order notificationsAnswer questions about shipping, tracking, cancellation, delivery, and order status.
After-sales and repurchaseTrack responses to requests for reviews, coupons, replenishment, and win-back campaigns.
Official API with CoExThe inbox and the panel's auto-reply require an official connection. Check coexistence eligibility before activating the number.
Conversations the team can handle in the inbox.
Product, delivery time, payment, coupon, exchange, and any objection that arose after an automated message.
Customers who reply to the payment reminder and need guidance or the correct link.
Questions about tracking, delivery, cancellation, fulfillment, and steps that require a human response.
Exchanges, feedback, evaluation, usage guidance, repurchase and responses to re-engagement campaigns.
WhatsApp Web conversation. WPP Marketing inbox connects conversation with operations.
Continue campaign and automation replies in the same inbox that tracks messages, orders and store sales. The inbox also handles conversations from other operations connected to WPP Marketing.
WhatsApp Web
Helps with manual support but is limited for handling campaigns, automations, events, and reports.
Isolated inbox
Centralizes messages, but may be separated from cart recovery, payment, order and repurchase.
WPP Marketing
A single inbox, e-commerce automations, campaigns, Official API, history and reports, with integration to other systems via API.
Frequently asked questions about WhatsApp inbox.
What is the inbox on WhatsApp?
It's an inbox to organize WhatsApp conversations in a dashboard. In WPP Marketing, it connects support, history, and replies to messages sent by your company.
Does the inbox allow responding to customers from the dashboard?
Yes, with the official connection configured. The dashboard combines search, history, and manual responses. Support organization should account for these features, without assuming automatic distribution of conversations or individual agent permissions.
Does the inbox work with campaigns and automations?
Yes. When customers reply to campaigns, abandoned cart messages, pending payment alerts, order notifications or post-sale messages, the conversation can be tracked in the dashboard.
Is there an auto-reply?
Yes. With the official connection, you can enable and edit an automatic reply message. It's a text configured by the operation; the AI chatbot offered separately in the dashboard is a different product.
Is it like WhatsApp Web?
The team monitors conversations linked to campaigns, automations, and store events, with history and reports. The operation can also combine support with messages sent from your systems via the API.
Is it for sales and support?
Yes. The inbox supports pre-purchase questions, payment guidance, order status, post-sales, repurchase and general support.
Continue the conversations your messages generate.
Use the WPP Marketing inbox to reply to customers, track history, and turn responses from campaigns, automations, and orders into organized support.