Support and sales teams answer WhatsApp Business messages in Inbox. The workflow step sends a text message.
Support and sales teams answer WhatsApp Business messages in Inbox. The workflow step sends a text message.
Where to use it
On the web, Settings → Apps → Installed apps (/settings/apps) manages connections; Apps (/apps) adds them. In Era Desktop: Business → Apps and Settings → Apps → Installed apps.
To collect customer messages use Settings → Inbox → Connect channel (/settings/inbox/connect); to edit a channel use Settings → Inbox (/settings/inbox).
What you need
| Field | What to supply |
|---|---|
| Phone number ID | The number’s Meta identifier |
| WhatsApp Business Account ID | Business account identifier |
| Access token | Permanent access token; enter in the secret field |
| Phone number | Connected business number |
Connect step by step
Choose the channel
Select the app in Settings → Inbox → Connect channel.
Authorize the account
Supply the connection details above or sign in with the provider. Use WhatsApp one-click setup when it is available.
Review the channel
Review channel name, team and contact details. Configure the generated webhook URL at the provider as instructed.
Verify an incoming message
Send a controlled message and check the conversation and reply result in Inbox.
Era and workflow actions
These are actions declared by the existing workflow block. Select the connected account and each action’s target IDs; listing an action does not run it automatically.
Triggers
| Trigger | When it starts |
|---|---|
whatsapp_webhook | Provider webhook delivery, configured separately for the workflow. |
Permissions and limits
Before connecting
The workflow tool declares text sending only. Connecting an Inbox channel does not automatically install a workflow trigger. Meta signature validation needs platform setup, and the number and account must have provider access.
Apps read permission shows accounts; manage changes connections/settings; delete removes them. Inbox channel management needs Inbox manage, and payment settings need Finance manage. Workflows and Era also obey the target module’s permissions.
Related modules
Ask Era
Summarize recent WhatsApp conversations and prepare reply drafts.
Specify the account and target record. Era uses the connected account’s access and your role permissions; an example prompt is not a completed operation.
For technical teams
The Inbox channel and workflow app connection are separate configurations. Select the workflow connection explicitly: WhatsApp requires phoneNumberId and accessToken, Telegram requires a bot token, and Twilio requires Account SID and Auth token.
The connection flow depends on these platform configuration names; never put their values in user documentation: META_APP_ID, META_APP_SECRET, META_WA_CONFIG_ID.
Code sources: apps/studio/lib/integrations/definitions.ts, apps/studio/app/(app)/apps/components/connect-app.tsx, apps/studio/blocks/blocks/whatsapp.ts, packages/os-kernel/src/integrations/catalog.ts.