Consent for AI calls
A do-not-call list and a record of every yes.
Learn more
WhatsApp inbox
A WhatsApp Business inbox for replies that don’t need a call
Some things are better in writing: what to bring on the day, whether there’s parking, a quick answer to a quick question. Connect your number and those messages arrive in a shared WhatsApp Business inbox that reception and the rest of the office work from. If a whole list needs telling something, you can send an approved notice, as quickly or slowly as you like.
- Replies in one shared inbox
- Opt-outs left out of campaigns and the inbox
- A notice can go to 200,000 contacts
CasaTelecom
DashboardCall flowsFlows templateAI SuiteCRMInboxCampaignsNew campaignLive monitorTemplatesAI call consentTelephony SuiteReports
InboxMessages your contacts send back, with the campaign each one answers
Live monitor
Search number, name or text
Helen PriceLovely. Is parking still round the back?2 min
+44 7700 ••• 609Can I bring my son to the same slot?18 min1
Gareth LloydThanks, see you Thursday40 min
Niamh ByrneSTOP1 hOpted out
Owen DaviesBrilliant, thank you3 h
Helen PriceReplied to “Reopening notice”
Reopening notice · templateHello Helen, the practice is open again from Monday after the refit. Your check-up on the 12th stays as booked. Reply here if you have any questions.Read
Lovely. Is parking still round the back?10:41
It is, and there are two more spaces now. See you on the 12th.Send
Next to the phone
When writing suits people better than ringing
Calls still come first. These are the three points where a message does the job better.
When people write in
Questions and replies come into the shared inbox. For 24 hours after someone’s last message, you can write back however you like.
A booking, confirmed in writing
If you’ve given it the WhatsApp tool, the AI phone agent can send an approved template during the call, so the time it’s just booked arrives in writing.
When a whole list needs telling
A campaign puts one approved template in front of everyone on a list you upload, at a pace you set. Replies come back to the inbox.
The inbox
A WhatsApp Business inbox at the front desk, plus a live view
Each reply shows the campaign it answers, so whoever picks it up knows what the person is replying to. Customer records, if you keep them in the phone CRM, are in the same account.
- Free-form replies stay open for 24 hours from their latest message; after that, WhatsApp only accepts a template
- The live monitor follows every message on its way: sent, delivered, read, failed or received
- A glance at its side panel says whether the number’s connected, how WhatsApp rates it, how much of today’s limit has gone and which campaigns are running
CasaTelecom
DashboardCall flowsFlows templateAI SuiteCRMInboxCampaignsNew campaignLive monitorTemplatesAI call consentTelephony SuiteReports
Live monitorEvery message moving through WhatsApp
Pause feed
Speed now58a minute
Sent1,742last hour
Delivered1,690last hour
Read1,211last hour
Failed9last hour
Received64last hour
Message route
| 10:42:18 | ← Helen Price | Received |
| 10:42:15 | → +44 7700 ••• 274 | Read |
| 10:42:11 | → +44 7700 ••• 831 | Delivered |
| 10:42:09 | → +44 7700 ••• 106 | Sent |
| 10:42:02 | → +44 7700 ••• 958 | Failed |
| 10:41:57 | ← Gareth Lloyd | Received |
ConnectionConnected
Number+44 1392 ••• 400Quality ratingHigh
Daily limit used 35%
Active campaigns1 running
Reopening notice62%
Speed58 a minute
Campaigns
Sending a notice to a list
Say a dental practice in Exeter is reopening after a refit. Reception sends one approved notice to the patient list, and the replies, such as “is parking still round the back?”, land in the inbox with everything else.
The list
Paste the numbers in, or upload the patient list as a CSV, TSV, TXT or XLSX file of as many as 200,000 contacts. Point the app at the phone column, and at the name column if there is one.
The notice
Choose the approved template. Each gap in it takes the contact’s name, a column or fixed text; in the reopening notice, the first is the patient’s name and the second their appointment date.
Sending speed
Set how many messages go out each minute. Send now, schedule it or save a draft, and keep it inside a daily window if you’d rather replies didn’t arrive after hours.
As it goes
The counts fill in as the notice goes out: sent, delivered, read and replied. A failed message shows the reason beside it. You can pause or resume the send, retry the failures and export a CSV.
CasaTelecom
DashboardCall flowsFlows templateAI SuiteCRMInboxCampaignsNew campaignLive monitorTemplatesAI call consentTelephony SuiteReports
WhatsApp campaignsNumbers are checked, duplicates dropped and opted-out numbers left out before anything is sent
New campaign
| Campaign | Status | Progress | Sent | Delivered | Read | Replies | Failed |
|---|---|---|---|---|---|---|---|
| Reopening after the refitreopening_notice · 14 Oct | Running | 62% done · 1,079 waiting | 1,761 | 1,702 | 1,224 | 71 | 9 |
| Saturday surgery datessaturday_hours · 15 Oct | Scheduled | Starts Sat 09:00 | 0 | 0 | 0 | 0 | 0 |
| September check-upscheckup_due · 2 Sep | Completed | 100% done | 1,296 | 1,281 | 1,090 | 184 | 22 |
ReadDeliveredSentFailed
Every send keeps its own row on the campaigns page, so reception can see how far the reopening notice has got and how many patients have written back.
Templates
Why the first message must be a template
A business can’t open a WhatsApp conversation with just any message: the first one has to be a template Meta has approved. Write it in WhatsApp Manager, or in the app and submit it to Meta from there. Once it’s approved, press Sync from WhatsApp and it arrives with its name, language, category, status and variables.
Variables are the gaps a campaign fills in for each person, like their name or the date of their appointment. It’s worth deciding what goes in when a column is empty.
Hello {{1}}, the practice is open again from Monday after the refit. Your check-up on {{2}} stays as booked. Reply here if you have any questions.
{{1}} the name column · {{2}} the appointment column
Opting out
One word, and the notices stop
When someone replies STOP, their number goes onto the opt-out list there and then. Nobody at your end can take it off. The person does that themselves, by sending START.
Campaigns and the inbox also leave out every number on your do-not-call list for AI calls, so “please don’t ring me again”, said to the agent on a call, counts here too.
There’s one gap. An agent’s in-call WhatsApp tool doesn’t look at either list, so keep that tool off any agent that makes AI calls.
Setting up
Linking the number in Meta and in the app
You’ll need a WhatsApp Business account, set up in Meta, before anything else. After that it’s a matter of copying details from one side to the other, so keep Meta open in another tab.
In Meta
Find four details in your WhatsApp Business account: the App Secret, a permanent access token, the Phone Number ID and the WhatsApp Business Account ID.
In the app
Paste them into WhatsApp settings, add your time zone, a default country code and a daily limit, and press Save and test.
Back in Meta
Meta needs to know where to deliver incoming messages. Give it the verify token and callback URL shown on the app’s settings page, subscribe to messages, and wait for that page to say Receiving.
What do we need before we start?
Your number on a WhatsApp Business account, set up in Meta. You’ll copy four details from Meta into the app; the setting-up steps on this page name them. Sending a campaign also needs business verification (level 2) on your account and at least one approved template.
Is there a limit on who we can write to, and when?
Yes, and the limits are WhatsApp’s. Once someone has written to you, you’ve got 24 hours from their latest message to answer however you like. Outside that, or to be the first to write, you need a template Meta has approved, and the people you send it to should have agreed to hear from you.
Is there a maximum list size?
Yes: 200,000 contacts in a single campaign. Upload them as CSV, TSV, TXT or XLSX, or paste the numbers in. When the list loads, invalid numbers, duplicates and anyone who’s opted out are left off.
Someone wrote STOP. Will they still get our notices?
No. The STOP puts their number on the opt-out list there and then, and from that point campaigns and the inbox pass it by. It only comes off if they write START themselves.
Where do the Meta token and App Secret end up?
Encrypted, in your account. Once the access token’s saved it can’t be shown again, not even to you. Remove the details and any campaign that’s running pauses.
Put the follow-up in writing
Open a free account, link your WhatsApp Business number and bring in the templates Meta has already approved.