Connect WhatsApp to Messello (shared inbox)

When you connect WhatsApp to Messello, every WhatsApp message becomes a conversation in your shared inbox, and your whole team can reply from one number.

Before you start

Messello uses the WhatsApp Business API, which is designed for teams rather than the consumer WhatsApp app. You'll need a phone number that isn't already active on a personal or Business-app WhatsApp account.

Meta charges its own per-message fees for the WhatsApp Business API. Those charges are billed by Meta and are separate from your Messello subscription.

Connect your WhatsApp number

1. Go to Settings → Inboxes → Add inbox.
2. Choose WhatsApp as the channel.
3. Follow the prompts to connect your WhatsApp Business API number and business profile.
4. Enter the credentials Messello requests, then name the inbox.
5. Assign the agents or teams who should handle WhatsApp chats and finish setup.

Multiple agents, one number

Unlike the phone app, one WhatsApp Business number in Messello can be shared by your entire team. Conversations are automatically routed and assigned, so several agents reply from the same number without collisions or handing a phone around.

The 24-hour window and templates

WhatsApp lets you send free-form replies for 24 hours after a customer's last message. Outside that window — for example, to re-engage or send a notification — you must use a pre-approved message template.

• Reply normally while a conversation is inside the 24-hour window.
• Use approved templates to reopen a conversation after the window closes.
• Templates must be approved through your WhatsApp Business account before use.

Test it

1. Message your business number from a personal WhatsApp.
2. Confirm the message appears in your Messello inbox and reply.

Prefer a bot-based channel? See Connect Telegram, or add website live chat too.