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Messages and WhatsApp Business

Your WhatsApp Business chats in one inbox, with the AI helping you read, summarize, and reply, and your team handling customers together.

Available on: Android, iPhone, iPad, Windows, macOS, and LinuxCortex Pro and MaxUpdated in version 6.75.341

The Messages screen brings your WhatsApp Business customer service into Cortex, with the look you already know. Chats stay on your device: Cortex only relays them, encrypted, and deletes them as soon as each device receives them.

Messages inbox with WhatsApp Business chats, an internal note, and an AI reply
Messages: photo, preview, unread, assignment, and internal notes

Connect your WhatsApp Business

  1. Open Messages in the rail and tap Connect WhatsApp Business.
  2. Meta's official authorization opens. Sign in with the Facebook account that manages your business and choose the number.
  3. When you're done, you go straight back to Cortex, on Android, iPhone, or your computer.
  4. If you like, tap Import history to bring in the chats that were already on your phone.

Reply

  • Use the All, Unread, WhatsApp, and Assigned to me pills to filter.
  • Reply with quotes, and send emoji, photos, documents, and audio. What you send from the phone app also shows up here.
  • New-message alerts arrive on your phone, with their own switch in Settings › Notifications.

Work with your team

  1. In Inbox team, choose for each person: View only, Responds, or Manages.
  2. In the chat menu, tap Assign to someone.
  3. Leave an Internal note: only your team sees it; it doesn't go to the contact. You can also see who's replying right now.

Ask the AI for help

In the regular Cortex chat, ask: "who messaged me today?", "summarize the day", "read the chat with Ana", "leave a draft for her". Sending always shows a preview and waits for your yes. To have the AI reply on its own, see AI Attendant.

Message templates

  1. In Messages, tap Message templates. The list shows each template with its status: approved, under review, or rejected (with the reason).
  2. To create one, fill in the name, category, language, header, text with variables, and footer. The preview shows what the customer will see.
  3. Send it for Meta's approval and track the result in the list. Once approved, it can be used outside the 24-hour window.
Creating a message template with a preview on the side
New message template, with a preview of what the customer gets

Disconnect

Disconnecting the number removes its chats from the inbox on all devices. Your WhatsApp Business account stays as it was on Meta.

Real screenshots of the app, with a demo account and fictitious data.