WhatsApp is now a channel you can connect to Text. Messages a customer sends over WhatsApp land in the same inbox as web chat, handled by the same agents and the same AI agent, with no separate tool to watch. It is already installed on every paid license, every trial, and every new account, so there is nothing to buy and nothing to wait for.
What connecting WhatsApp looks like
Connecting WhatsApp takes a few minutes from settings, and there is a help center article that walks a customer through it step by step.
Once connected, WhatsApp behaves like any other channel in Text. Incoming messages open conversations in the inbox. The AI agent can pick them up. Human agents see the full history in one place. The customer's details and order context sit in the same sidebar they already use for web chat.
Chat routing for WhatsApp follows shortly, so a WhatsApp conversation can be sent to the team that owns it the same way web chat already is.
Why one inbox beats running a second app
A lot of buying conversations never reach a website chat widget. They happen on the channel the customer already has open on their phone. For a large share of shoppers, that channel is WhatsApp. Until now, a Text customer who wanted to answer those messages had to run a second tool alongside Text and split their team's attention across two inboxes.
Bringing WhatsApp into Text closes that gap. The team works one inbox. The AI agent covers WhatsApp the same way it covers web chat, including after hours. A customer who starts a question on WhatsApp gets the same answer quality and the same context-aware service as a customer on the site.
Where the revenue shows up
WhatsApp conversations carry the same buying signals as any other conversation: a product question before checkout, or a returning customer checking on an order. Those signals were leaving the building when the channel lived outside Text. Now they land in the inbox where the AI agent and the team can act on them and where the sale gets attributed back to the conversation.
For an ecommerce team, the practical win is reach. The store can now meet a high-intent customer on the channel that customer prefers, answer in the moment, and move them toward an order, instead of hoping they switch to the website to ask. More channels covered by the same team and the same AI agent means more of those conversations turn into orders rather than going unanswered.
Available now
Installed on all licenses, and on every new account. Connect it from settings when you are ready.
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