Channels
WhatsApp Business
Templates, campaigns, and inbound conversations routed into workflows and Shared Inbox.
What WhatsApp Business covers
In Calypso, WhatsApp is the primary high-volume conversation channel. It supports:
- Inbound: customers message you → routed through Workflows → optionally handed off to Shared Inbox
- Outbound: you send approved templates (manually or as campaigns)
Typical end-to-end flow
- A customer messages your WhatsApp number
- If workflow routing is enabled, the message enters your Default workflow
- The workflow can:
- ask questions using Interactive Messages
- answer with Simple Message / Knowledge bot
- escalate via Inbox handoff
- Humans handle assigned conversations in Shared Inbox
Key building blocks
- Templates: reusable outbound message formats (with variables like
{{name}}) - Campaigns: bulk send events using a template and a target audience
- Interactive messages: lists/buttons that drive deterministic routing in workflows
- Unsubscribe: operational control to stop future outbound to a customer when required
Where to go next
- WhatsApp docs in Channels:
- Routing and handoff: