CONNECTED BUSINESS OPERATIONS
WhatsApp conversations with clear ownership
Connect company or personal WhatsApp numbers to customer conversations while keeping access, internal notes and human sending clearly separated.
A clear responsibility in your daily work
A customer message is useful only when the team knows which number received it, who may respond and what remains private. Tsumira's optional WhatsApp module brings those questions into the communication workspace rather than treating every connected number as a shared inbox.
Explore each function
See what each capability does, how it works and where it fits into your team’s workflow.
Connect a number
Pair the right number through the configured gateway, check its connection state and establish ownership before customer conversations begin.
Optional integrationCompany numbers
Share a company number through explicit account grants so customer conversations follow a defined team responsibility.
Optional integrationPersonal numbers
Connect a personal number without turning its conversations into a company-wide inbox, and share a conversation only through an explicit decision.
Optional integrationCustomer conversations
Read customer messages in the communication workspace, coordinate internally and send a reviewed reply from the intended WhatsApp account.
Optional integrationMessage search
Search permitted messages, review the original conversation and use summaries or draft replies without widening access to private chats.
Optional integrationChoose the account model
Connect a company number for explicitly granted team access or a personal number for the owner's private conversations. These models carry different responsibilities; pairing a device is not the same decision as sharing its content with colleagues. WhatsApp is an optional module and must be enabled for the workspace before a number can be connected through the configured gateway. Confirm the account's ownership, who is allowed to use it and whether it is a company or personal number before inviting colleagues into the conversation.
- Company and personal accounts have different access rules.
Keep the audience visible
Customer messages belong to the external conversation; colleagues can discuss work internally with the appropriate record context. Check the active channel and account before replying, particularly when a customer contacts several members of your business. Access follows the linked account and conversation rules. Personal numbers are private to their owner by default; company numbers use explicit access grants. Internal discussion and external customer messages have different audiences. Review the destination and sender identity before sending any message.
- Separate internal coordination from external replies.
Find context before replying
Search accessible messages and use permitted AI assistance for summaries or reply proposals. Review the customer's latest question yourself, remove unsupported promises and send deliberately from the correct identity. People send messages deliberately. Bulk sending and AI sending are not supported. Where available, AI can search permitted messages, summarise a chat or propose reply text; it does not gain wider access than the person using it, and a draft still needs human review and sending.
- Search and draft within the person's existing permissions.
A concrete workflow
Prepare the context
Confirm ownership of the number and whether it should be shared or remain personal. Have the optional module enabled before beginning setup.
Review the decision
Pair the number through the configured gateway, then check company-account grants or the personal account's privacy boundary with the intended users.
Check the result
Open a representative conversation, distinguish an internal note from an external reply and verify the visible sender before sending.
An illustrative working example
Illustrative working example
A service firm uses a company number for customer updates and grants access to two coordinators. A consultant also connects a personal number that remains private. The coordinator can review the shared customer chat and prepare a reply, but cannot search the consultant's private conversations merely because both people belong to the same company.
Questions about this topic
Is WhatsApp included automatically?
No. It is optional and feature-gated. The workspace needs the module enabled, a configured gateway and a paired number before it can be used.
Can every colleague read a personal number?
No. Personal accounts are private to their owner by default. Sharing a particular conversation is an explicit decision, not an automatic consequence of connecting the account.
Can AI send replies?
No. AI may assist with permitted search, summaries and reply text. A person reviews and sends the customer message; bulk sending is also unsupported.
Is this a replacement for defining communication responsibilities?
No. Decide who owns the number, who may use shared accounts and how customer commitments are reviewed. The access model supports those responsibilities rather than inventing them.
Explore connections around this workflow.
Ideas for intended connections. Check the actual availability, permissions and supported data for each app before using a scenario.
WhatsApp Business
Workflow concept: Assess channel requirements separately from the optional paired-number gateway.
Google Drive
Workflow concept: Review the preparation step before using an external source: Confirm ownership of the number and whether it should be shared or remain personal. Have the optional module enabled before beginning setup.
Slack
Workflow concept: Check the actual destination before sharing this result: Pair the number through the configured gateway, then check company-account grants or the personal account's privacy boundary with the intended users.