WhatsApp Business integration
The channel your customers actually use, handled like email.
For a lot of businesses the real customer conversation happens on WhatsApp, on somebody's phone, after hours. Connect a WhatsApp Business account and those messages arrive in this+that alongside Gmail, Outlook, Slack, Teams, Google Chat and Telegram. Each channel keeps its own stream. What is shared is the task list, the workflows and the Brain behind them.
Connect a WhatsApp Business account, not a personal one
This is the WhatsApp Business Platform, so it works with a WhatsApp Business account and the number registered to it, not a personal WhatsApp account. You authorize through Meta's standard flow and choose the number to connect. Messages sent to that number arrive in this+that from then on, and replies go back out from the same number, so the customer sees one continuous conversation rather than a handoff.
Workflows triggered by WhatsApp Business messages
Describe the workflow in plain language. this+that handles the routing, whether the work starts on WhatsApp, in email, or both.
"When a customer messages us on WhatsApp asking about an order, look it up and draft a reply with the status"
The question that used to interrupt someone's evening gets answered from what your business actually knows, grounded in the Brain. You approve it, or let the workflow send once you trust the pattern.
"If a WhatsApp message mentions a complaint or a refund, create a DoBox task and assign it to the owner"
A complaint on WhatsApp becomes tracked work with an owner and a due date, rather than a notification somebody swipes away at 11pm.
"When someone asks about opening hours or the address, reply with the current details"
The repetitive questions get handled without anyone touching them, and the answers come from what you have written down rather than from a guess.
"If a WhatsApp conversation goes quiet for two days with an open question, remind the account owner"
Follow-ups that used to depend on somebody remembering to scroll back through a chat.
"When a new customer messages for the first time, add them to Contacts and start a page in the Brain"
The relationship starts a record automatically, so the next person to pick up the conversation is not reading a chat log from scratch.
"Every Monday, summarize last week's open WhatsApp threads for the team"
Catch what got missed across the channel your customers use most and your team checks least.
Requests and commitments extracted from WhatsApp conversations
WhatsApp messages scanned for tasks
DoBox reads the conversations on your connected WhatsApp Business number and extracts the requests, follow-ups and commitments inside them, alongside everything arriving by email and chat. One task view for every channel work turns up on.
Commitments captured when they are made
The promise somebody makes to a customer at 9pm becomes a tracked item that night, rather than something remembered on Thursday or not at all.
Assign it to whoever owns it
A conversation that started on one person's phone does not stay trapped there. Tasks can be assigned, reassigned and picked up by whoever is actually covering the account.
The conversation stays attached
Every task extracted from WhatsApp links back to the thread it came from, so following up does not mean scrolling back through a chat to work out what was agreed.
WhatsApp Business alongside email, Slack, and the rest
A customer who messages you on WhatsApp, emails you a week later and then replies in a thread your colleague started is one relationship, not three. Contacts resolves them into a single person, the task list is shared, and a workflow that starts on WhatsApp can just as easily send an email or post to Slack. Instagram and Facebook Messenger are awaiting Meta platform approval.
See what is sitting in your WhatsApp Business inbox
Connect your WhatsApp Business account and this+that starts reading it. The requests and commitments buried in those conversations become tracked work, and a workflow can answer them.
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