Answer WhatsApp messages from the same inbox.

About this App

WhatsApp is where a lot of your customers already are. Connect it to SparrowDesk and every WhatsApp message lands in the same inbox your team uses for email and chat, so there's no separate app to watch and nothing slips past.

Incoming messages become tickets automatically, replies go back over WhatsApp, and the full conversation history stays on the ticket. Connect through Meta directly, or through Gupshup or CM.com.

With WhatsApp connected, your team can:

• Receive, manage, and reply to WhatsApp messages from the same SparrowDesk inbox
• Turn every incoming message into a ticket automatically, with follow-ups threaded onto the open one
• Send text, images, PDFs, attachments, and emojis while the conversation is active
• Route WhatsApp tickets with the same workflows, assignment rules, and SLAs as every other channel

Good to know:

• Customers start the conversation. A WhatsApp ticket opens when a customer messages your number first.
• WhatsApp's 24-hour window applies. Within 24 hours of the last customer message, agents send free text and media; after that, only approved template messages until the customer replies again.
• Conversation charges come from Meta and your provider. SparrowDesk doesn't add a fee for WhatsApp usage.

App Details:

How to enable this integration?

You'll need admin access (or the Configure WhatsApp Channel permission) and a WhatsApp Business number — through Meta, Gupshup, or CM.com.

• In SparrowDesk, go to Settings → Channels → WhatsApp
• Click Connect your account
• Choose how to connect: Connect with Meta, or Connect via provider (Gupshup or CM.com)
• Follow the prompts to sign in and authorise — and if you're using a provider, add the webhook URL to your provider dashboard

Once connected, your number is ready to receive messages. It flips to Active as soon as a customer messages you.

Key features and benefits

• One inbox for WhatsApp too. Agents work WhatsApp tickets right next to email and chat — no extra app to keep an eye on.
• Nothing gets lost. Every message becomes a ticket, and replies thread onto the right one.
• Same automations, every channel. Workflows, assignment, and SLAs apply to WhatsApp tickets like any other.
• Connect your way. Go direct through Meta, or bring your existing Gupshup or CM.com number.

Get started

Follow the step-by-step guide to connect your WhatsApp number.
Open WhatsApp setup guide