Product — WhatsLayer

01 — Shared inbox

One list. Everyone who should see it, sees it.

The inbox is where your team spends the day. It shows every conversation across every connected channel, sorted by who needs an answer first — and it makes sure two people never reply to the same customer.

Assignment

Chats route to a person, not a pile. Assign manually, or let a flow assign by keyword — anything mentioning “invoice” goes to accounts. An unassigned queue makes it obvious what nobody has picked up.

Labels

Colour-coded tags on a conversation — “hot lead”, “COD”, “refund”, “wholesale”. Filter the inbox by label, then broadcast to everyone who carries it.

Notes

Internal comments the customer never sees. “Promised 10% off — approved by Priya.” The next teammate who opens the chat has the context without asking anyone.

Canned replies

Saved answers for the questions you get daily. Type a shortcut, the full reply appears, edit if you need to. Shared across the team so everyone answers the same way.

Media

Send images, PDFs, audio, video and location. Price lists, invoices, prescriptions, a map pin to your shop — all inside the chat.

Search & history

Every message is kept and searchable. When a teammate leaves, the conversations stay with the business instead of walking out on a handset.

Inbox — Kaira Skincare

Inbox12 Broadcasts Flows Contacts Analytics

Ananya Rao

Priya

Hi, is the Indigo Kurta available in M?

9:41 pm

Yes — in stock. Reserve one?

9:41 pm

INTERNAL NOTE — NOT SENT

Promised 10% off. Approved by Priya.

Hot leadCODBengaluru

02 — Flows & chatbot

Draw the conversation once. It runs at 3 am.

A flow is a picture of a conversation: what triggers it, what gets sent, what the customer taps, and what happens next. You build it by dragging boxes and joining them with lines. No code, and nothing to deploy.

Triggers

Start on a keyword, a button tap, a new contact, or a webhook from your store. “Price”, “catalogue” and “timing” can each open a different branch.

Buttons & lists

Give people options to tap instead of sentences to type. Up to three quick-reply buttons, or a list menu for longer choices — fewer typos, faster answers, cleaner data.

Conditions

Branch on what you already know. Returning customer gets a different message from a first-timer; a Mumbai pincode gets a different delivery promise.

AI replies

For questions you did not script. The AI answers from your own product information, stays inside the topic, and hands the chat to a human the moment someone asks for one.

Handover

Bot to human, cleanly. The conversation moves to the inbox with the whole history attached, assigned to the right teammate — the customer never repeats themselves.

Delays & follow-ups

Wait an hour, then check back. Abandoned cart, unpaid invoice, “still interested?” — sequences that run on their own and stop the moment the customer replies.

Flow · appointment_booking

TRIGGER

“book”, “appointment”, “slot”

↓

ASK — LIST MENU

Which day suits you?

TodayTomorrowThis week

↓

SAVE + CONFIRM

Write slot to contact, send appt_confirm

↓

WAIT 23 HOURS

Send appt_24h reminder

03 — Broadcasts & templates

Reach five thousand people. Sound like you texted each one.

A broadcast is not a group and not a forward. It is an individual message to every person on the list, personalised from their own contact record, sent on the official API so it lands in the normal chat list.

Audience

Pick a list, a label, or upload a CSV. Combine filters — everyone tagged “wholesale” in Karnataka who bought in the last ninety days.

Personalisation

Any field from the contact record. Name, order number, appointment time, outstanding amount. One template, five thousand different messages.

Templates

Meta has to approve marketing messages before they go out. Write and submit them here, watch the approval status, and read the exact reason if one is rejected — instead of guessing inside Business Manager.

Scheduling

Pick the hour it goes out. Queue Diwali offers on Sunday night for Monday morning, and stagger big sends so a new number is not blasting all at once.

Delivery reporting

Queued, sent, delivered, read, replied, failed — with the reason for each failure and a downloadable list of the numbers that were not on WhatsApp.

Replies

Answers come back into the shared inbox and get assigned like any other chat. A broadcast starts conversations; it does not end them.

Broadcast — Diwali offer

Queued5,000

Delivered4,881

Failed119

Template	Category	Status
diwali_offer_v2	Marketing	Approved
order_shipped	Utility	Approved
cart_reminder	Marketing	In review
flash_sale_v1	Marketing	Rejected

Rejected: link shortener not allowed in the button URL.

04 — Contacts & pipeline

The people, and where each one has got to.

Every number that ever messaged you becomes a contact with its own history, labels and custom fields. Then a board shows you which of those conversations is actually going to turn into money.

Import

Upload a CSV or add contacts one at a time. Duplicates merge on the phone number rather than creating a second record.

Custom fields

Store what your business actually needs — pincode, plan, batch, last order value, preferred language. Answers from WhatsApp forms write straight into these.

Segments

Save a filter once and reuse it. “Bengaluru, bought twice, no order in 60 days” becomes a list you broadcast to every month.

Kanban board

Drag a conversation across your own stages — New, Interested, Quoted, Reserved, Paid. One glance shows where deals are stuck and who is sitting on them.

Tasks

Attach a to-do to a chat with an owner and a due date, so “call back Thursday” stops living in someone’s memory.

Opt-outs

Anyone who asks to stop is marked and excluded from future broadcasts automatically — which protects your number’s quality rating as much as it respects the customer.

Contacts

Segment — Bengaluru, repeat buyers

412 contacts

Contact	Labels	Last order
Ananya Rao +91 98765 43210	Hot lead	12 Aug
Rahul Mehta +91 90210 88431	Wholesale	03 Aug
Sana Qureshi +91 99871 20045	COD	28 Jul

Custom fieldspincode · plan · batch · last_order_value

Opt-outExcluded from all broadcasts automatically

05 — Channels

WhatsApp first. Instagram and Telegram in the same list.

Customers do not think in channels. Your team should not have to either — three apps become one screen with one set of labels, assignments and notes.

WhatsApp API

The official route. Connect through Meta, get a proper sending limit that grows with your quality rating, and become eligible for the green verified tick.

WhatsApp by QR

Scan and start today. Useful while API approval is in progress, or for a personal number a small team shares. It is not the official route, so keep volumes sensible and move to the API for broadcasts.

Instagram

DMs and story replies answered from the same inbox, with the same assignment and labels.

For customers and communities on Telegram — same inbox, same flows, no second tool.

Website widget

A chat button for your site that opens a real WhatsApp conversation, so a visitor becomes a contact you can message again.

Click-to-chat links

Short links with a pre-filled message for ads, Instagram bios and QR codes on packaging — and reporting on which link brought which conversation.

WhatsApp calling

Take and place calls on your business number from inside the platform, logged against the same contact as the chat.

Connected channels

Channel	Identity	Status
WhatsApp API	+91 98765 40001	Connected
WhatsApp QR	+91 98765 40002	Connected
Instagram	@kaira.skincare	Connected
Telegram	@kairaskincarebot	Connected
Website widget	kaira.example	Not installed

06 — API & webhooks

Anything the screen can do, a request can do.

If you already have a website, an ERP or a booking system, it can send WhatsApp messages without anybody opening the inbox.

REST API

Send messages and templates, create and update contacts, trigger a flow, read chat history. Authenticated with a key you generate and can revoke.

Webhooks out

WhatsLayer calls your server on every incoming message, delivery receipt, read receipt and status change — so your own database stays in step.

Webhooks in

Signed events from Shopify, WooCommerce, Stripe and GitHub are verified before they are accepted, then turned into messages: order placed, payment failed, shipment out for delivery.

Automation tools

Anything that speaks HTTP works — Zapier, Make, n8n, or a script somebody on your team writes in an afternoon.

Incoming message webhook

POST https://your-server/hook

{
  "event":   "message.received",
  "channel": "whatsapp",
  "from":    "919876543210",
  "text":    "Where is my order?",
  "contact": {
    "name":   "Ananya Rao",
    "labels": ["Hot lead", "COD"]
  }
}

07 — Team & security

Who can see what, and what happens when someone leaves.

A shared inbox is only safe if it is not actually shared credentials. Everyone gets their own login, and their own limits.

Roles

Owner, manager and agent. An agent works their assigned chats. A manager sees the team and the reports. Only the owner touches billing and connected numbers.

Session control

Change a password and that person’s other sessions end immediately. Removing a teammate removes their access the same minute — no shared handset to collect.

Number warmer

Raises a new number’s daily volume gradually. Sending five thousand messages on day one is the fastest way to a low quality rating; the warmer builds up instead.

Notifications

A browser alert the second a chat is assigned to you, so nobody has to keep a tab in view all day.

Your data

Contacts and chat history are yours to take. Export to CSV whenever you want — including after you stop paying, while the account is read-only. Your number is registered to your own Meta Business account, so you can disconnect it at any time.

Start free See what each plan includes

Team

Teammate	Role	Open chats
Priya Sharma	Manager	14
Dev Kulkarni	Agent	9
Nikhil Bose	Agent	6

Number warmerDay 6 of 21 · 320 messages/day

Quality ratingGreen — no restrictions

Everything WhatsLayer does, in detail.