Why bring WhatsApp into a shared inbox
WhatsApp is where many customers already write to friends, so they expect the same speed from a business. One phone on one desk cannot keep up once more than one person answers: messages get missed when the owner is away, and nobody can see who already replied. A shared inbox gives each conversation an owner, keeps the customer's earlier chats in view, and lets the next person pick up where the last one stopped.
How WhatsApp works in Frosvo
Your own business number
Frosvo connects through the WhatsApp Cloud API with the phone number ID, business account ID and access token from your Meta app. Customers keep writing to the number they already know.
The 24-hour window, handled
WhatsApp allows free-form replies for 24 hours after the customer's last message. After that, send one of your approved message templates to restart the conversation.
Delivery receipts
See when a reply was delivered and read, so the team knows whether a customer has seen an answer before following up.
Assign, note and hand over
Assign the chat to a teammate, leave a private note that the customer never sees, and reuse saved replies for the questions you answer every day.
One history per customer
Conversations attach to the contact, so the agent sees what this person asked on your website or by email before answering on WhatsApp.
Copilot for the agent
On the Plus plan, Copilot suggests a reply from your knowledge base, rewrites a draft in another tone or summarises a long thread. The agent decides what is sent.
Connect WhatsApp in a few steps
In the desk: Channels → add WhatsApp. Credentials are stored encrypted and never shown again in full.
- Create a Meta business app and connect a WhatsApp business number.
- Grant messaging permissions and add a system-user access token.
- Subscribe to messages and delivery receipts; verify the callback.
- Approve templates before starting conversations outside the reply window.
Replies on this channel can be up to 4,096 characters.
One inbox for every conversation
WhatsApp is one of 13 channels that share the same inbox as your website chat. Website visitors can be answered first by the AI assistant, which hands over to your team with the reason. Messages from WhatsApp go straight to the team, who work them with assignment, private notes and saved replies in the shared inbox, and see every earlier conversation on the contact’s profile.
Questions about WhatsApp
Do I need the WhatsApp Business API?
Yes. Frosvo uses Meta's WhatsApp Cloud API, set up in a Meta business app with a verified business number. The WhatsApp Business phone app on its own cannot be connected.
Can several agents reply from the same WhatsApp number?
Yes. The number is connected once and every teammate with access to the inbox can answer. Assignment shows who owns each conversation so two people do not reply to the same customer.
Does an AI chatbot answer WhatsApp messages?
Not automatically. Frosvo's AI assistant answers chats on your website; WhatsApp conversations are answered by your team. On Plus, Copilot drafts replies from your knowledge for the agent to check and send.
What happens after the 24-hour window closes?
You can still reach the customer with a message template that Meta has approved for your account. Free-form messages are possible again once the customer replies.