Engagement
On this page
The WhatsApp section centralizes all WhatsApp conversations handled by the workspace both AI-resolved and team-managed. Conversations appear in a shared inbox where team members can review, assign, and respond.
Conversation list
All active conversations are listed in the left panel. Each entry shows the contact name, current status, priority, last message preview, and time elapsed.
Four tabs filter the list:
All every conversation in the workspace
Mine conversations assigned to the currently logged-in user
Unassigned conversations with no assigned team member
Unread conversations with unread messages
Three additional filters narrow the list further:
Status Open, Pending, Resolved, Snoozed
Priority Urgent, High, Medium, Low, None
Assignee filter by a specific team member
Conversation actions
From the actions panel, assign the conversation to a team member, update the status, and set the priority.
Field | Options |
|---|---|
Status | Open, Pending, Resolved, Snoozed |
Priority | Urgent, High, Medium, Low, None |
Priority is set manually by the team. Conversations resolved by the AI agent are marked as resolved by Nabrah System automatically.
Connecting WhatsApp
Connecting WhatsApp requires a Meta WhatsApp Business account with API access. The setup runs through three steps under WhatsApp Settings → Inbox.
Step 1: Inbox & number
Enter the inbox name and the WhatsApp number messages are sent from in E.164 format (e.g. +9665XXXXXXXX ).
Step 2: Meta IDs
Copy the Phone number ID and Business account ID from the Meta developer console at developers.facebook.com. Navigate to your app, open the WhatsApp product, and find both IDs under API Setup.
Step 3: Token & routing
The Meta / Facebook API key is a permanent access token generated from a Meta System User not the temporary token shown by default in the developer console, which expires after 24 hours.
To generate it:
In Meta Business Settings, go to Users → System Users.
Create a system user (or use an existing one) with the Admin role.
Click Add Assets, select the WhatsApp app, choose Full Control, and assign it.
On the system user's page, click Generate New Token, select the app, and choose the whatsapp_business_messaging and whatsapp_business_management permissions.
Copy the generated token it's shown only once and paste it into the Meta / Facebook API key field. No spaces.
This token doesn't expire like the default 24-hour token from the API Setup page, so the connection keeps working without needing to be refreshed.
Auto assignment: when enabled, incoming conversations are automatically assigned to team members.
Chatbot tab
The Chatbot tab connects the inbox to a Nabrah agent for automatic replies.
Agent : select the agent that handles incoming WhatsApp messages.
Display name (optional) a label shown in the inbox to identify the chatbot.
Allow referring to a human - when enabled, the agent can escalate a conversation to a human team member. Add the Human contact emails that should receive escalation notifications.
