WhatsApp7 min read
Running a WhatsApp Shared Inbox With Smart Automation
Set up a WhatsApp shared team inbox with routing, labels, saved replies and automation, while keeping a human in the loop and measuring response times.
Read article
WhatsApp Business
WhatsApp broadcasts, inbox and automation that stay in your control
Reach opted-in customers with approved templates, answer every chat from one shared inbox, and let AI handle the routine while your team takes over when it matters. Bring the WhatsApp provider you already use.
Everything a WhatsApp team needs
Broadcasts
Send approved templates to audiences from contacts, CSV imports or a database query, in batches, with opt-outs respected automatically.
Shared inbox
Every conversation in one place with assignment, notes, labels and a clear "needs a person" queue.
Templates
Create, submit and sync Marketing, Utility and Authentication templates, and see approval status and quality.
AI front desk
The agent answers from your knowledge, shows prices and products, and hands over to a person with the context.
Any provider
Meta Cloud API direct, 360dialog, eCommunicate or any vendor API you map once. Switch without rebuilding.
Consent built in
Opt-outs and consent records travel with every contact, so a broadcast never reaches someone who said no.
Broadcasts
Broadcast to the right people, not everyone
Build an audience from tags, a spreadsheet or a live SQL query, pick an approved template, map the variables and schedule it. Reruns skip anyone who already received the message.
- Audiences from contacts, CSV or your database
- Batching and scheduling that respect messaging limits
- Delivery, read and failure counts per broadcast
- Opt-out keywords handled automatically
Shared inbox
One inbox for every conversation
WhatsApp chats arrive next to Facebook and Instagram messages and email. The AI replies inside the customer service window when it can and flags the rest for a person.
- Needs a person, AI handling, mine and closed queues
- Assign, add private notes and hand back to AI
- Suggested replies you can edit before sending
- Test mode to rehearse flows without real customers
Templates
Templates, approvals and quality at a glance
Write templates with variables, media headers and buttons, submit them to Meta and keep them in sync. Status, category and quality sit next to each other so nothing surprises you on send day.
- Marketing, Utility and Authentication categories
- Multi-language templates
- Sync from your provider in one click
- Rejected templates flagged with the reason
Automation
Automations that start with a message
Any workflow can start when a customer messages your number: qualify a lead, look up an order in your database, book a slot through an API, then reply or hand over.
- Triggers on every new WhatsApp message
- Look up orders, bookings and stock in your systems
- Approvals before anything sensitive is sent
- Full run history for every conversation
One platform
Works with the rest of Social Agent
Every product shares the same integrations, permissions, approvals and audit trail.
- Social mediaPlan, draft, approve, schedule and measure posts on Facebook, Instagram, LinkedIn, X, TikTok and YouTube from one calendar, with AI drafts and approval workflows.Learn more
- WorkflowsDrag-and-drop workflows that connect WhatsApp, social media, email, databases, servers and HTTP APIs, with AI steps, approvals, retries and a full run history.Learn more
- AI agentAsk in plain language and the Social Agent AI drafts posts, broadcasts and workflows, answers customers and works across your systems, with permissions and approvals.Learn more
- IntegrationsConnect WhatsApp providers, social networks, Gmail and Microsoft 365, PostgreSQL, MySQL and SQL Server, servers over SSH and any HTTP API to one secure workspace.Learn more
- Security and trustHow Social Agent keeps AI and automation safe: role permissions, human approvals, a complete audit trail, secrets never exposed to the AI or browser, and POPIA-aware consent handling.Learn more
Guides
Learn more on the blog
WhatsApp7 min read
WhatsApp Broadcasts in South Africa: A POPIA-Ready Guide
How South African enterprises can run WhatsApp Business API broadcasts that respect POPIA consent rules, protect quality ratings and deliver measurable results.
Read article
WhatsApp7 min read
WhatsApp Template Categories and Approval, Explained
Marketing, Utility and Authentication templates explained: what each is for, how Meta reviews them, common rejection reasons and a checklist before you submit.
Read articleDo I need my own WhatsApp Business API account?
You need a WhatsApp Business number on the WhatsApp Business Platform. You can connect it through Meta directly (Cloud API) or through a provider such as 360dialog or eCommunicate. If you use another vendor, you can map its API once and use it the same way.
Can I switch WhatsApp providers later?
Yes. Broadcasts, templates, automations and the inbox are defined in Social Agent, not in the provider, so changing the connection does not mean rebuilding your workflows.
How do you handle consent and opt-outs?
Every contact carries its opt-in and opt-out state. Opt-out keywords are processed automatically and broadcasts skip anyone who has opted out. This supports POPIA direct marketing rules, but you remain responsible for how consent was collected.
Can the AI reply to customers on its own?
Only if you allow it. You decide which conversations the AI may answer, what knowledge it uses and when it must hand over to a person. Replies can also be held for approval.
Can I try it without messaging real customers?
Yes. Test mode and the sandbox channel let you send pretend messages and run your automations end to end before you go live.
Put WhatsApp to work for your whole team
Connect your number, import your templates and send your first broadcast with approvals in place.