GWhats
    Channels & Inboxes

    Omnichannel platform: WhatsApp, Instagram and every channel in one shared inbox

    Every channel becomes an inbox with its own assignment, business-hours, CSAT and greeting rules. WhatsApp Web by QR code, official Cloud API, social networks, email, website, SMS, Telegram, voice and API, all with a unified history per contact.

    channel types on the same screen
    10
    running WhatsApp Web and Cloud API together
    1 number
    interactive message types without the official API
    6

    What the GWhats Channels and Inboxes module is

    In GWhats, every connected channel becomes an inbox: a WhatsApp number (Web by QR code or official Cloud API), the website widget, an email account, a Facebook Messenger, Instagram or TikTok page, a Telegram bot, an SMS or Line number, a voice channel or an API integration. Conversations from all of them land on the same panel, with a unified history per contact, assignment, teams, private notes and automations.

    The difference is WhatsApp. The platform runs WhatsApp Web without the Meta API and the official WhatsApp Cloud, even both on the same number with the hybrid inbox, plus interactive messages with buttons, lists and flows, voice and video calls, audio transcription and an Account Health panel that detects a channel that is connected but silent. Each inbox has its own hours, auto-assignment, CSAT, greeting and routing.

    Every channel, each with its own rules

    Connect, configure and reply without switching apps.

    WhatsApp Web by QR code in minutes

    Pair the number by scanning a QR on the phone, with no Meta approval. Media up to 100 MB, read receipts, typing indicator and background history sync.

    Official WhatsApp Cloud API with Embedded Signup

    Guided Meta login inside the platform, webhooks configured automatically, green badge, approved HSM templates and migration of the number from the official app to the Cloud API.

    Hybrid inbox: Cloud and Web on the same number

    Cloud receives and WhatsApp Web sends. Outside the 24-hour window, the reply goes out as a free session instead of a paid template, with a transport badge per message.

    Instagram, Messenger and TikTok

    Connect pages and accounts by login. Receive Stories, Reels, mentions and reactions; quick replies with up to 13 options arrive natively on Instagram and Messenger.

    Telegram, SMS, Line and email

    Telegram bot via the BotFather token, SMS via Twilio or Bandwidth, Line via the developer console and email by forwarding or IMAP/SMTP grouped by subject.

    Website, voice and API

    Chat widget installed with one script and a pre-chat form, a Voice channel with calls and AI calls, and an API channel to integrate your own system via webhook.

    Interactive messages without the official API

    Buttons, list, carousel, flow, poll and event straight from WhatsApp Web, no Enterprise license. Up to 3 buttons of 20 characters, forwarding preserved and a shortcut in quick replies.

    Audio transcription on any channel

    Incoming audio and call recordings become text below the player with an OpenAI or Groq key. The text is searchable in the history and can be translated.

    Hours, assignment, CSAT and routing per inbox

    Business hours with an out-of-office message, balanced auto-assignment, satisfaction survey on resolve, greeting, and the choice between reopening the conversation or creating a new one.

    Omnichannel

    Every channel in a single shared inbox

    WhatsApp, Instagram, Messenger, TikTok, Telegram, SMS, Line, email, website, voice and API arrive as conversations on the same panel. Each inbox has its own agents, teams, hours and rules, and the contact keeps a single history no matter which channel they wrote from.

    • As many inboxes as you need: several WhatsApp numbers and channels on the same account.
    • Auto-assignment, teams, private notes and automations on every channel.
    • Name inboxes clearly, like WhatsApp Sales or Website Support, and work by filter.
    WhatsApp Web + Cloud

    Two ways into WhatsApp, and both on the same number

    Start with WhatsApp Web by scanning a QR, with no Meta approval. When you need the green badge, high volume and templates, connect WhatsApp Cloud through Embedded Signup. The hybrid inbox joins the two: Cloud receives and Web replies outside the 24-hour window as a free session.

    • Coexistence: the Cloud number stays in the WhatsApp Business app, with history, contacts and echoes synced.
    • Transport badge on every message and automatic fallback if one transport fails.
    • Managed proxy with automatic failover and a stable session identity for the WhatsApp Web inbox.
    Interactive & audio

    Buttons, lists and flows without the official API, and audio that becomes text

    The WhatsApp Web interactive message composer brings Buttons, List, Carousel, Flow, Poll and Event into one screen, with preview and fallback text. Incoming audio and call recordings show up transcribed below the player, searchable in the history.

    • Taps are identified by button ID: the wait-for-option step in Flow Builder keeps matching.
    • Save the interactive message as a quick reply and reopen it with the / shortcut in the reply box.
    • Transcription configurable per inbox and per conversation: Follow inbox, Always or Never transcribe.
    Settings & health

    Rules per inbox and an honest connection diagnosis

    Set business hours, auto-assignment, CSAT, greeting and conversation routing per channel. The Account Health tab shows connection, authentication, ban status, event delivery and the last message actually received, with an alert when the channel is connected but silent.

    • Reconnect event delivery in one click: no new QR, no disconnect, no conversations deleted.
    • Routing: reopen the same conversation (single history) or create new ones (ticket-style operation).
    • Agent name as a prefix on outgoing messages, optional per agent or mandatory for the whole account.

    How it works

    1. 1

      Create the inbox

      In Settings, the administrator picks the channel type: WhatsApp Web or Cloud, website, email, social networks, Telegram, SMS, Line, voice or API.

    2. 2

      Connect the channel

      Scan the QR on the phone, complete the guided Meta login, paste the widget script or enter the credentials. The platform validates and configures the webhooks.

    3. 3

      Configure the behavior

      Agents, teams, hours, auto-assignment, greeting, CSAT, routing and features such as calls, transcription and the ignore list.

    4. 4

      Reply on one screen

      Conversations from every channel land on the same panel. Send a test message and keep an eye on Account Health.

    Works together with

    Multi-agent serviceTeams, assignment and queues working across every inbox.WhatsApp callsVoice, video and group calls inside the conversation.Automation and FlowsConversation created and reopened triggers defined by the inbox routing.WhatsApp HubGroups, communities, channels and status from the connected number.

    Frequently asked questions

    Do I need the official Meta API to use WhatsApp in GWhats?

    No. The WhatsApp Web channel connects the number by scanning a QR code on the phone, with no Meta approval, and already brings media, read receipts, interactive messages and calls. When you want the green badge, high volume and HSM templates, connect WhatsApp Cloud through Embedded Signup, and you can keep both on the same number with the hybrid inbox.

    Can I have several WhatsApp numbers and other channels on the same screen?

    Yes. Each number or channel is an inbox, and the account can have as many inboxes as it needs. Every conversation lands on the same panel, with a unified history per contact, and each inbox has its own assignment, hours, CSAT and greeting rules.

    What happens when the customer replies after the conversation was resolved?

    You choose per inbox in Conversation routing. Reopen the same conversation keeps the history in a single thread and resumes the same bot or Maestro; Create new conversations opens a new case per request, useful for ticket-style operations. The website widget defaults to Reopen and messaging channels to Create new.

    How do I cut template costs outside the 24-hour window?

    With the hybrid inbox. Cloud receives the messages and, outside the 24-hour window, the reply goes out through WhatsApp Web as a free session instead of a paid template. Every message shows a transport badge and automatic fallback tries the other transport if one fails.

    How do I know the number is really receiving messages?

    The Account Health tab shows Connection, Event delivery and the date of the last message actually received, with an amber alert when the channel is connected but silent. The Reconnect event delivery button redoes the registration without disconnecting or asking for a QR. The definitive confirmation is a test message from another device.

    Will announcement groups flood my contact base?

    Not if you don't want them to. On WhatsApp Web, Sync contacts is off by default and Create contacts for group senders can be turned off. The ignore list blocks numbers, groups and channels in both directions, with bulk import from .txt or .csv.
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