WhatsApp · Conversations
A WhatsApp shared inbox your whole team can work from
Connect your WhatsApp number through the Cloud API or by QR code and answer every chat from one shared inbox. Route conversations to whoever is on shift, let the AI Employee handle routine questions, and send an approved template when the 24-hour window has closed.
What you can do with WhatsApp
One inbox for the whole team
Every WhatsApp chat lands in the shared inbox beside your other channels — one thread per customer, with owners, priorities, internal notes and @mentions.
Routing and SLA timers
Assign chats round-robin or to whoever has the fewest open, only to people on shift, with skills and language rules. SLA countdowns show when each reply is due.
Templates and the 24-hour window
WhatsApp lets a business reply freely for 24 hours after the customer’s last message. After that, send one of your approved WhatsApp templates to pick the conversation back up.
Broadcasts and drip campaigns
Send broadcasts and drip campaigns to contacts and segments, with consent stored on each contact so you only message people who opted in.
AI Employee and Copilot
The AI Employee answers routine questions from your FAQs, files and website, cites its sources and hands sensitive chats to a person with a summary. In the reply box, Copilot suggests, rewrites or translates — nothing is sent until you press Send.
Orders and ad attribution
See recent Shopify or WooCommerce orders beside the chat. Conversations started from click-to-WhatsApp ads are tagged with the ad they came from.
Use cases
How teams use WhatsApp in Open Motives
Delivery questions at a bakery
Hira asks Kettle & Co. on WhatsApp whether they deliver to Riverside today. The AI Employee drafts an answer from the delivery-zones PDF, and Aisha approves and sends it in one click.
“Where’s my order?” for an online shop
A small online store sees each customer’s recent order next to the chat, so whoever is on shift can answer delivery questions without opening another tab.
After-hours replies for a salon
A salon uses the after-hours away reply template, so a WhatsApp message sent at night gets one friendly answer and waits for the morning shift.
Setup
Connect WhatsApp in minutes
No code needed. You can connect on the Free plan and invite your team later.
- 1Sign in at app.openmotives.com and open the workspace for this brand.
- 2Add a channel and choose WhatsApp.
- 3Connect through Meta’s WhatsApp Cloud API with your business account, or scan the QR code with the phone that runs your number.
- 4If you plan to message customers outside the 24-hour window, make sure your message templates are approved by Meta.
- 5Set routing rules and shifts so new chats reach the right person.
WhatsApp questions
Can several people answer the same WhatsApp number?
Yes. Connect the number once and your whole team answers from the shared inbox, with each chat assigned to an owner so nobody replies twice. You’re billed per workspace, not per seat.
What is the WhatsApp 24-hour window?
WhatsApp lets a business send free-form replies for 24 hours after the customer’s last message. Outside that window, you can only reach the customer with an approved template message.
Should I connect with the Cloud API or a QR code?
The Cloud API is Meta’s official business API and is the route for approved templates and broadcasts. The QR option links a number you already use on a phone, which is a quick way to get started.
Can an AI reply to WhatsApp messages for me?
Yes, if you choose. Each AI Employee either sends automatically or drafts for approval, and it hands sensitive conversations to a person with a summary.
Is there a free plan?
Yes. The Free plan needs no credit card and includes the whole product with 2 connected accounts, 3 workflows, 500 contacts and 2 team members. Pro is $49 per workspace a month, with a 14-day free trial.
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