WhatsApp messages directly in the shared inbox
Let customers contact you on WhatsApp while your team handles the conversation in Tvixel. The message is created as a ticket in the shared inbox, where the team can view the conversation, assign responsibility and reply to the customer.
The customer uses WhatsApp • Your team works in Tvixel
WhatsApp integration
Let customers contact you from WhatsApp
The customer writes to your company’s number using their regular WhatsApp app. The message automatically appears in Tvixel alongside your other customer enquiries.
An employee can read and reply to the message directly from the ticket in Tvixel. The reply is delivered to the customer in the same WhatsApp conversation.
Turn WhatsApp into a shared channel
When WhatsApp is connected to Tvixel, conversations become available to employees with access to the relevant department. Messages no longer depend on one specific employee keeping an eye on WhatsApp. The ticket can be assigned to an employee, moved to another department and given a status, just like your company’s other enquiries.Try Tvixel for free
Connect your company’s WhatsApp to Tvixel and handle the messages alongside your other customer enquiries.
The customer stays in WhatsApp
The customer sends and receives messages in the WhatsApp app they already use. They do not need a separate app or access to Tvixel.
The team shares the conversation
Employees with access can view the conversation and work together to handle the customer’s enquiry.
The same workflow as other tickets
WhatsApp tickets can be moved between departments, assigned to an employee and handled from the shared inbox.
How does the WhatsApp integration work?
The customer writes to your company’s WhatsApp number. The message is automatically sent to Tvixel and created as a ticket in the shared inbox. An employee can then reply from Tvixel.
Can we reply to the customer at any time?
When the customer writes to your company, WhatsApp opens a 24-hour customer service window. During this period, employees can send regular replies.
If the customer writes again, the window resets for another 24 hours. Outside this window, WhatsApp requires the company to use a pre-approved message template.
Can the company start a new WhatsApp conversation?
WhatsApp requires the recipient to have given the company permission to send messages. Outside an open customer service window, the company must also use a message template approved by WhatsApp.
What does the company need to use the integration?
The company needs a phone number connected to the WhatsApp Business Platform. The number is then connected to Tvixel, allowing incoming messages to be created as tickets and replies to be sent back to the customer.