WhatsApp is a communication channel that connects customer messages to business context in Mojeep. After an eligible account, channel connection, and required permissions are configured, messages enter an inbox connecting the conversation, customer, and team. A connection does not create a separate WhatsApp Agent type. Conversations may be routed to a service role, sales role, or employee under organization configuration.
Start with the request types, knowledge source, and person who receives cases needing intervention. Review the unified inbox, agent category, and human handoff workflow. This page explains the communication flow; product pages describe inbox tools and agent pages explain their roles.
Conversation in business context
Messages arrive through a connected account and become part of the conversation record. Teams can configure permitted agent tools, monitor the exchange, and hand it to a person when needed.
Provider rules still matter
Message types, conversation windows, templates, and permissions follow provider requirements. Having an adapter does not bypass those rules or guarantee delivery.
From a WhatsApp message to team action
Inbound message → conversation and customer → employee or configured-agent response → sales or support context → permitted action or handoff. A customer may begin with a product question and then report an issue. The team needs continuity and ownership rather than an isolated reply to each message. A support request can connect to tickets, while a Sales Agent uses permitted context to qualify an inquiry. Receiving a message does not authorize arbitrary commercial actions.
Configuration before availability
Operation requires provider and account configuration, permissions, inbound events, and an allowed sending path. Permitted messages and template requirements depend on the provider and account state; the administrator must review the current rules and account settings. WhatsApp is available to your team only after an eligible account is connected and its messaging permissions are confirmed. Test an inbound message, reply, and handoff in the selected account before exposing the channel to customers, respecting consent and business policy.
What should the team review?
Review customer-context continuity, ownership of transferred cases, and answer accuracy against approved sources. If sending fails or an inbound event is missing, investigate the channel and provider setup rather than treating it as an agent-answer issue. Review repeated work in automation only after its trigger conditions are confirmed. Do not promise unmeasured response times or sales improvements, and do not include voice channels in this page’s scope.
Start with a suitable workflow
Define the task, tools, and knowledge source with your team, then test permissions and handoff before rollout. Request a demo to discuss a configuration for your organization or review pricing.
Frequently asked questions
Do I need a WhatsApp Business account?
Yes. A suitable account and permissions are required to connect the channel and send messages under Meta requirements.
Can any message be sent automatically?
No. Message types, templates, provider policies, and organization settings still apply.