WhatsApp overview
SWS Agent offers two WhatsApp surfaces. WhatsApp Chat (/whats-app-messaging) handles one-to-one conversations in the Evolution inbox—ideal for sales replies and support threads linked to contacts. WhatsApp Business (/whatsapp-business/*) is the Meta WABA platform for templates, broadcasts, campaigns, flows, and analytics. Pick Chat for human-led threads; pick Business for approved-template outbound at scale.
Video
Who can do this
Messaging users with WhatsApp Chat and/or WhatsApp Business module enabled.
Before you begin
- WhatsApp Business setup completed for Business features
- Meta Business account and phone number for WABA
- Module toggles reviewed in Workspace modules
What you'll accomplish
- Clear decision tree: Chat vs Business
- Map of Business sidebar destinations
- Path to first approved template send
Step-by-step procedure
WhatsApp Chat (1:1)
- Sidebar → Marketing → WhatsApp Chat.
- Open threads; reply like Inbox WhatsApp channel.
- Hand off to AI Employees when configured.
WhatsApp Business (scale)
| Sidebar label | Path | Use when |
|---|---|---|
| Dashboard | /whatsapp-business/dashboard | Health snapshot |
| Business Accounts | /whatsapp-business/accounts | Connect Meta assets |
| Phone Numbers | /whatsapp-business/phone-numbers | Register senders |
| Templates | /whatsapp-business/templates | Meta-approved copy |
| Components | /whatsapp-business/components | Reusable blocks |
| Conversation Builder | /whatsapp-business/conversation-builder | Branching bots |
| WhatsApp Flows | /whatsapp-business/flows | Interactive screens |
| Broadcasts | /whatsapp-business/broadcasts | One-shot template blasts |
| Campaigns | /whatsapp-business/campaigns | Structured programs |
| Contacts | /whatsapp-business/contacts | WA audience |
| Analytics | /whatsapp-business/analytics | Delivery/read metrics |
Setup order
Extended guidance
Teams often confuse WhatsApp Chat threads with Business outbound—document which number handles support vs marketing. Business Dashboard should be the first morning check during WA campaigns; yellow states usually mean token or template issues. Keep a living diagram of which Smart Flows listen for WA replies. When both modules are enabled, train staff: Chat for conversational sales, Business for template-first outreach.
Practice scenarios
Map one inbound support thread in WhatsApp Chat and one outbound promo in Broadcasts—note which team owns each. Verify both appear in reporting without double-counting contacts.
Sandbox validation
Repeat the procedure in a test workspace or with two internal colleagues before customer-facing launches. Document who approved each step (marketing, legal, ops). Screenshot Verify your work outcomes for audit trails. When something fails, capture the URL, role, timestamp, and exact UI label clicked—Support resolves tickets faster with that context. Re-read See also links after your first successful run; adjacent topics often cover edge cases you have not hit yet.
Team rollout checklist
Assign a single owner for this workflow per workspace. Schedule a 30-minute handoff training with screen share. Add the See also links to your internal Notion or wiki. Re-verify after each major product release (labels move occasionally). Pair junior staff with a senior reviewer for the first live execution. Log lessons learned in your team retro—especially permission surprises and integration timeouts.
Keep learning
Bookmark this page and the Product module map. After major releases, re-walk Step-by-step procedure—UI labels move occasionally. Share feedback with your workspace Admin so Help stays aligned with how your team actually works.
Verify your work
- WhatsApp Chat thread sends and receives
- Business Dashboard shows connected account
- At least one template status Approved
Tips
Route inbound WA marketing replies to Inbox filters so reps do not monitor two UIs.
Troubleshooting
| Business menu missing | Enable whatsapp_business module | | Chat missing | Enable whatsapp_chat module | | Template stuck pending | Resubmit in Meta Business Manager |