Blog Details

A shared inbox for WhatsApp and Telegram means one dashboard for every customer message, regardless of channel. Wutt Inbox shows both WhatsApp and Telegram threads side by side, lets you assign conversations, draft AI replies, attach CRM context, and keep the same contact record across channels. This is how support teams stop dropping the “which app was that on?” message.

What you will set up

• One or more WhatsApp accounts (Meta Cloud API or QR/session gateway) connected to Wutt.
• One or more Telegram bot accounts (added via BotFather token) connected to Wutt.
• A team workspace with agents, roles, and assignment rules.
• AI reply drafts and translation enabled for fast multilingual responses.

Step 1 — Connect your WhatsApp accounts

Go to WhatsApp accounts → Add account. Choose your method:

• Meta Cloud API: paste your Phone Number ID and Access Token from Meta Business Manager.
• QR / session gateway: scan the QR with your phone (the number on +966500000000 works), and the session persists across restarts.

Add as many numbers as you need — Wutt shows them as separate “channels” in the inbox.

Step 2 — Connect your Telegram accounts

Open Telegram, message @BotFather, run /newbot, and copy the HTTP API token. In Wutt, go to Telegram accounts → Add account and paste the token. The bot username shows up in the inbox as a new channel. Repeat for every bot you need.

Step 3 — Open the shared inbox

Click Inbox in the left menu. The conversation list shows every thread, prefixed with a small icon (green phone for WhatsApp, blue paper-plane for Telegram). Use the channel filter at the top to focus on just one channel or both.

Step 4 — Assign conversations

Click a conversation, then click Assign. Pick an agent or use a round-robin rule. The assignment appears on the right panel and a colored dot on the conversation row. Agents see only their assigned conversations by default.

You can also let Wutt auto-assign with rules:

IF channel = "whatsapp-sales"    ->  team = Sales
IF channel = "telegram-support"  ->  team = Support
IF tag     = "vip"              ->  agent = Sara
ELSE                           ->  round-robin within Online team

Step 5 — Use AI reply drafts and translation

With the AI assistant turned on, click the AI draft button under the message composer. Wutt reads the last 10 messages of the thread plus the customer’s contact profile and produces a 1–3 sentence draft in the customer’s language. The agent edits, then hits Send. This typically cuts reply time by 60%.

Step 6 — Add notes, tags, and CRM context

Open the right panel of any conversation. You can:

• Add a private note (visible only to your team).
• Apply or remove tags (e.g. refund-pending, lead-hot).
• See orders, bookings, and past conversations across both channels.
• Edit the contact’s name, email, and custom fields.

Step 7 — Measure and improve

Open Reports → Inbox performance. You will see first response time, resolution time, conversations per agent, and AI-draft acceptance rate. Use these numbers to staff shifts and train the AI prompt.

Best practices

• Pick one team-wide convention for naming tags (kebab-case, English only) so reports stay clean.
• Set a clear “out of office” auto-reply for Telegram and WhatsApp with a backup email.
• Use the “snooze” button to hide a conversation until tomorrow rather than leaving it pinned.
• Audit your channel list quarterly and disconnect any unused Telegram bot or WhatsApp number.