Core concepts

Workspace

Your tenant. A workspace owns its contacts, user properties, segments, templates, broadcasts, journeys, and API keys. Every API key belongs to exactly one workspace, and every API call is scoped to it — there is no cross-workspace access.

Contacts

A contact is a person identified by their WhatsApp phone number. Contacts carry user properties — typed fields like firstName, city, or anything custom you define in Settings. Property names are stable programmatic identifiers: you use them in API payloads, as merge tags in templates ({{firstName}}), and in segment rules.

Opt-in is a property too: a contact is opted in when they've consented to receive WhatsApp messages — automatically tracked from keywords like START/STOP, or asserted manually when you collected consent elsewhere.

Segments

A segment is a live audience defined by rules over user properties and events — “everyone in Dubai who booked a viewing in the last 30 days”. Segments recompute automatically as contacts change; broadcasts and journeys target them.

Templates, broadcasts & journeys

A template is a WhatsApp-approved message with placeholders. A broadcast sends a template to a segment once. A journey is an automated multi-step flow — triggered by an event or segment entry — that sends messages, waits, and branches over time.

Catalog & products

A catalog is a workspace-scoped container of products — the things you sell, labelled Properties when the catalog holds real-estate listings. You manage products in a grid in the dashboard; each product gets a public landing page at /p/[id] with a WhatsApp chat widget, so sharing a product link converts visitors into subscribed contacts.

Connect Shopify and your store's products sync into a read-only managed catalog that stays up to date automatically. Products also power the WhatsApp Products Carousel and Single-Product Card template types, so a broadcast or journey can send a shoppable card straight from the catalog.

Pipeline & deals

The Pipeline is a Kanban board of deals. A deal tracks one contact through configurable pipeline stages — New → Contacted → … → Won/Lost — optionally linked to a product and assigned to an agent. AI lead scoring, sentiment, and intent from the contact's WhatsApp conversations feed the board, so your team always knows which deal to work next.

Inbox & AI lead scoring

Replies land in the Inbox: one conversation per contact, shared by your team. The platform scores each conversation (0–100), tags sentiment and intent, and mirrors those signals onto the contact as properties — so a segment like “lead score > 80” is just another audience you can message.

The 24-hour session window

A WhatsApp platform rule, not ours: after a contact's last inbound message you have 24 hours to reply free-form. Outside that window, only approved templates can be sent — which is why the transactional API takes a templateId.