Integration · WhatsApp & SMS
Customers' replies, in the back office
Customers' replies in one inbox.
When a customer answers a bill or asks about a piece, the message lands in the back office's WhatsApp inbox, beside their bills and orders — and the people you allow can reply from there.
- Works through
- MSG91's inbound webhook
- Plans
- Every plan
- What it costs
- MSG91's charge for each message
What you get
What it does for your shop.
Every reply in one place
Messages to your WhatsApp number arrive in WhatsApp inbox, with a count on the menu.
Next to what they bought
Each conversation sits beside the customer's bills and orders.
Answered by your team
Owners, store managers, cashiers and online managers can reply.
Mark done
Close a conversation when the talk is over; it moves to the Done tab.
Ask Vasah on WhatsApp
Messages from the owner's daily-summary number are answered by Ask Vasah, once its key is saved.
Before you start
What to have ready.
What the inbox does, and the 24-hour rule WhatsApp sets.
Getting ready
Finish the WhatsApp and SMS course first: Mode “MSG91 — live”, auth key and number saved.
Customers' replies land in “WhatsApp inbox” with their bills and orders beside them. Only the owner or a store manager can switch this on; cashiers and online managers can answer.
WhatsApp's rule: you may type freely for 24 hours after the customer's last message. After that, only an approved template can go.
Messages from the owner's daily-summary number are answered by Ask Vasah, once an Anthropic key is saved (course: Ask Vasah).
- WhatsApp through MSG91 already live (course: WhatsApp and SMS)
- Your MSG91 login, to paste one address
- A second phone with WhatsApp, to test
Switch it on
Switch it on, step by step.
Make a key, save it, copy the whole address and paste it into MSG91.
Open Settings → Connections → WhatsApp & SMS, find “Messages customers send us” and press “Make one for me”.
The address it makes shows below, marked “Not saved yet”. Press Save at the bottom.
Press “Copy the address”. Check it is the whole address: https:// and your shop's address, then /webhooks/msg91-inbound?token= and the key.
In MSG91, open WhatsApp, then your number's inbound webhook setting. Paste the address there and save.
The saved address stays on this screen for whoever may change connections — copy it again whenever MSG91 needs it. “Make a new one” changes the key: then paste the new address into MSG91, as the old one stops working.
Test it
Check it really works.
Message the shop from another phone and answer it from the inbox.
From another phone, send a WhatsApp message to the shop's number.
Open “WhatsApp inbox” in the back office. The message appears within a minute, with a count on the menu.
Open it, type in the Reply box and press Send. It reaches the phone, because the customer wrote less than 24 hours ago.
Press “Mark done” when the talk is over; it moves to the Done tab.
When something goes wrong
What VASAH tells you, and what to do.
An empty inbox, a changed key, the 24-hour window.
The inbox says “Nothing here yet” although customers have written: MSG91 is not passing replies to VASAH. Press “Copy the address” under Settings → Connections → WhatsApp & SMS and paste it again into your number's inbound webhook in MSG91.
Replies stopped after someone pressed “Make a new one”: the old address no longer works. Copy the new address from the same screen into MSG91.
“Cannot type to this customer just now. More than 24 hours have passed since they wrote…”: choose one under “Approved message”, fill every box and press “Send the approved message” — or wait for them to write.
“…has nothing open with us, and has not agreed to offers — so there is no message we may send. Wait for them to write.”: nothing can go until the customer writes again.
The owner asks Vasah on WhatsApp and gets “AI is not set up yet — add the Anthropic key in Settings → Connections → AI catalog help.”: save the key in Settings → Connections → AI catalog help.
Good to know
What it does not do.
- Free typing works for 24 hours after the customer's last message; after that, only an approved template can go.
- A customer with nothing open with you, who has not agreed to offers, cannot be written to until they write again.
- The address is shown once, before saving. Lost it? Make a new key — the old address stops working.
VASAH Academy
Learn it step by step.
Customers' WhatsApp replies
Bring customers' messages into the WhatsApp inbox, beside what they bought — and let the owner ask Vasah from WhatsApp.
Works well with
Connect these next.
- Setup needed
WhatsApp
Bills, order updates, offers and the owner's daily summary, from your own WhatsApp Business number.Setup guide - Setup needed
Ask Vasah and AI catalogue help
Ask about your shop in your own words, write descriptions in three languages, and read garment and bill photos.Setup guide - Setup needed
SMS and sign-in codes
Shoppers and staff sign in with a one-time code — on WhatsApp first, by SMS for the rest. SMS needs DLT registration.Setup guide