FaceBot WhatsApp Messaging & Inbox gives your team one connected workspace for day-to-day WhatsApp communication.

Inside FaceBot, the live conversation experience appears as AI Chats. Your team can review customer history, send 1:1 messages, work with approved WhatsApp templates, schedule outbound communication, send or receive media, and monitor message delivery without jumping between separate messaging tools.

The goal is simple: keep every WhatsApp conversation, follow-up, and sending workflow connected to the customer context behind it.

What is FaceBot WhatsApp Messaging & Inbox?

FaceBot WhatsApp Messaging & Inbox is the WhatsApp communication layer inside FaceBot.

It combines several real messaging workflows:

  • Live WhatsApp inbox: View customer conversations inside AI Chats.
  • 1:1 raw messaging: Send free-form replies when the customer-service window and workspace permissions allow it.
  • Approved template messaging: Use prepared WhatsApp templates when template-based communication is required.
  • Scheduled messaging: Prepare outbound messages or campaigns for future delivery.
  • Media support: Send and receive supported images, documents, audio, video, and other WhatsApp media.
  • Delivery tracking: Follow sent, delivered, read, queued, or failed states where applicable.

This lets sales and customer-facing teams manage both active conversations and planned WhatsApp outreach from the same FaceBot environment.

Why a connected WhatsApp inbox matters

WhatsApp becomes difficult to manage when live chats, templates, campaigns, and customer records are handled separately.

A sales rep may know that a customer received a campaign but still need to find the actual conversation. Another team member may respond without seeing what was previously discussed. A follow-up might be delayed because the conversation and the lead record live in different places.

FaceBot connects these workflows.

  • Keep conversation history visible: Review previous customer messages before replying.
  • Use the right message type: Send free-form replies when allowed or switch to an approved template when required.
  • Schedule instead of manually waiting: Prepare outbound communication for the correct date and time.
  • Track what happened after sending: Monitor delivery states and failures.
  • Keep media inside the conversation: Customer files and outbound attachments remain part of the chat context.
  • Move into Leads and Campaigns: Messaging stays connected with wider FaceBot sales and marketing workflows.

Live WhatsApp Inbox in AI Chats

FaceBot's live WhatsApp inbox is available under AI Chats.

The conversation list shows available customer chats for the connected WhatsApp workspace. Selecting a contact opens the complete available message timeline.

Users can move through the thread, load older messages when additional history exists, and receive new conversation updates without repeatedly rebuilding the context.

Send 1:1 WhatsApp messages

When raw WhatsApp messaging is available for the workspace and the conversation is eligible, users can send free-form replies directly from AI Chats.

This is useful for active customer conversations where a salesperson or support representative needs to respond naturally instead of using a predefined template.

How to send a 1:1 message

  1. Open AI Chats.
  2. Select the relevant customer conversation.
  3. Review the existing chat history.
  4. Type the reply in the message composer.
  5. Send the message.
  6. Monitor the message state in the conversation timeline.

If an eligible message fails, FaceBot can expose the failed state so the user can review the problem and retry from the conversation workflow where supported.

The WhatsApp customer-service window

Free-form WhatsApp messaging follows WhatsApp's customer-service window rules.

If the applicable customer-service window has closed, FaceBot prevents the conversation from being treated as eligible for unrestricted raw messaging.

In that situation, the supported path is to use an approved WhatsApp template instead.

This helps teams use the correct WhatsApp messaging method instead of attempting a send that is not eligible.

Send approved WhatsApp template messages

FaceBot supports approved WhatsApp template messages through template-enabled sending workflows.

Before sending, FaceBot checks whether the selected template is ready for use.

Template readiness can depend on:

  • Template approval status
  • Required variables
  • Required media configuration
  • Applicable sender readiness

When a template includes dynamic values, users can map template variables to available contact fields or enter appropriate static values before sending.

How to send a template message

  1. Open the relevant WhatsApp template send flow.
  2. Select an approved template.
  3. Review the template content and required fields.
  4. Map dynamic variables to contact data or static values.
  5. Complete any required media configuration.
  6. Send the message.
  7. Review delivery progress in the appropriate conversation or campaign reporting view.

Schedule WhatsApp messages for later

FaceBot also supports scheduled outbound WhatsApp workflows.

Instead of requiring someone to manually send a message at a specific time, the scheduled send is stored and processed automatically when the configured send time arrives.

Scheduled sending applies to supported individual or campaign-based WhatsApp workflows.

How scheduled sending works

  1. Create the supported outbound message or campaign.
  2. Select the recipients.
  3. Choose the required date and time.
  4. Confirm the message or template configuration.
  5. Submit the scheduled send.
  6. FaceBot keeps the send queued until the scheduled time.
  7. The system processes the message automatically when it becomes due.

Status changes remain visible as the message or campaign moves through its sending workflow.

Send and receive WhatsApp media

FaceBot supports media as part of the WhatsApp conversation experience rather than forcing users to manage files outside the customer thread.

Supported media workflows can include:

  • Images
  • Documents
  • Audio and voice messages
  • Video

Outbound media

When sending supported media, FaceBot uploads the selected file through the connected WhatsApp workflow and records the outgoing message in conversation history.

An optional caption can be added where the message type supports it.

Inbound media

When a customer sends media, FaceBot records the incoming message and updates the conversation as the downloadable media becomes available.

This means an inbound media message may briefly show a processing or loading state before the final file is ready inside the chat history.

Documents can be downloaded from the conversation when the stored file is available.

Track WhatsApp message delivery

Knowing that a message was sent is not always enough.

FaceBot keeps delivery information connected with the conversation and campaign workflow so teams can understand what happened after sending.

Depending on the message flow, statuses can include:

  • Queued
  • Sent
  • Delivered
  • Read
  • Failed

This helps teams identify messages that need attention instead of assuming that every outbound communication reached the customer successfully.

Use the inbox even without raw-message sending access

FaceBot separates inbox visibility from raw-message sending capability.

If a workspace includes Live Inbox access but does not include the required raw-messaging entitlement, users can still review WhatsApp conversation history in view-only mode.

This keeps customer context available to the team even when direct free-form sending is restricted.

How WhatsApp Messaging connects with Campaigns

WhatsApp Messaging & Inbox works alongside FaceBot's campaign workflows.

Teams can use campaigns for structured outbound WhatsApp communication and then move into individual customer conversations when direct follow-up is needed.

Campaign reporting can provide delivery and recipient-level information, while AI Chats keeps the actual customer conversation available for continued communication.

This creates a connected workflow:

Campaign → Recipient Result → Customer Conversation → Follow-Up.

How WhatsApp Messaging connects with Leads

WhatsApp conversations can also connect with FaceBot's lead-management workflow.

A sales representative reviewing a lead can move into the related WhatsApp conversation to understand what the customer said before deciding the next action.

This helps teams combine:

  • Conversation history
  • Lead status
  • Lead quality
  • Follow-up requirements
  • Customer communication context

Instead of treating WhatsApp as a separate messaging tool, FaceBot keeps it connected with the sales opportunity behind the conversation.

How to use FaceBot WhatsApp Messaging & Inbox

  1. Connect WhatsApp: Make sure the workspace has an active and ready WhatsApp connection.
  2. Open AI Chats: Select the customer conversation you want to review.
  3. Read the conversation history: Understand the customer's previous questions and responses before sending another message.
  4. Choose the correct message type: Use a raw message during an eligible active conversation or an approved template when template messaging is required.
  5. Attach media when needed: Add supported files directly from the conversation workflow.
  6. Schedule outbound communication when appropriate: Set a future date and time rather than manually waiting to send.
  7. Monitor delivery: Watch message states and investigate failed sends.
  8. Move into Leads or Campaign reporting: Use connected FaceBot workflows when broader sales or campaign context is needed.

WhatsApp setup and feature requirements

Several settings determine which WhatsApp Messaging capabilities are available in a workspace.

  • WhatsApp Connection: The underlying WhatsApp connection must be active.
  • Display Name readiness: Applicable approval requirements can affect campaign workflows.
  • Phone registration readiness: Required WhatsApp API registration must be complete where applicable.
  • Live Inbox entitlement: Controls access to the WhatsApp conversation workspace.
  • Raw message entitlement: Controls free-form WhatsApp sending.
  • Template message entitlement: Controls template-based sending.
  • Scheduled messaging entitlement: Controls applicable scheduled send workflows.
  • Template readiness: Templates must be approved and properly configured before they can be used.

Example workflow

A prospect sends a WhatsApp message asking about one of your services.

The conversation appears inside AI Chats. A sales representative opens the thread, reviews the previous conversation, and sends a free-form reply while the customer-service window is active.

The customer later becomes quiet.

When the team needs to continue communication outside the free-form messaging window, they use the appropriate approved WhatsApp template rather than attempting an unrestricted raw message.

For broader outreach, the manager prepares a scheduled WhatsApp campaign using approved templates and a selected contact audience.

FaceBot processes the campaign at the configured time, while the team monitors queued, sent, delivered, read, and failed outcomes.

If an individual recipient needs direct follow-up, the salesperson can move back into that customer's conversation and continue the sales process with the full history available.

Best practices

  • Review the conversation before replying: Use the customer's existing history instead of asking them to repeat information.
  • Use raw messages for active conversations: Free-form messages are best suited to eligible customer-service conversations.
  • Use approved templates when required: Do not rely on raw messaging when the WhatsApp service window has closed.
  • Prepare templates before campaign day: Confirm approval, variables, and required media setup in advance.
  • Schedule important outbound messaging: Use FaceBot scheduling instead of relying on a team member to remember the send time.
  • Keep media inside the customer thread: This preserves context for future follow-up.
  • Investigate failed sends: Do not treat a failed message as successful customer contact.
  • Keep WhatsApp Core healthy: Monitor connection, registration, display-name, and readiness issues that could affect sending.
  • Connect conversations with Leads: Use customer messaging alongside lead intelligence and follow-up rather than treating them as separate activities.

Frequently asked questions

Where is the WhatsApp inbox in FaceBot?

The live WhatsApp conversation workspace appears as AI Chats in FaceBot.

Can I send normal WhatsApp messages from FaceBot?

Yes. Free-form 1:1 messaging is available when the workspace has raw-message access, the WhatsApp sender is ready, and the conversation is eligible under the applicable customer-service window.

Why can I see a WhatsApp conversation but not reply?

The workspace may have Live Inbox access without raw-message sending entitlement, or the conversation may no longer be eligible for free-form messaging.

What happens when the 24-hour service window closes?

FaceBot blocks unsupported free-form sending and the appropriate approved template workflow should be used instead.

Can FaceBot send approved WhatsApp templates?

Yes. FaceBot supports template-based WhatsApp sending when the selected template is approved and its required variables or media configuration are complete.

Can WhatsApp messages be scheduled?

Yes. Supported message and campaign workflows can be scheduled for a future date and time.

Can I send WhatsApp images and documents?

Yes. FaceBot supports applicable WhatsApp media workflows, including images, documents, audio, and video.

Why does an incoming media message sometimes show loading?

FaceBot can receive the media event before the final downloadable file has completed processing. The conversation updates when the stored media becomes available.

Can I retry a failed WhatsApp message?

Where the conversation workflow provides retry handling, failed messages can be reviewed and retried after the underlying issue has been resolved.

Can I move from a campaign recipient into their chat?

Where the corresponding conversation is available, FaceBot campaign and reporting workflows can connect users back to individual customer chat context.

One WhatsApp workflow from message to follow-up

FaceBot WhatsApp Messaging & Inbox brings together the communication tools businesses use throughout the customer journey.

Your team can receive a message, review history, reply directly, send media, use an approved template, schedule future communication, track delivery, investigate failures, and move into lead follow-up without losing the customer context.

The workflow stays connected:

Message → Conversation → Reply → Delivery → Follow-Up → Lead Progress.