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WhatsApp Inbox Suite: Templates, Flows and Calls

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

The WhatsApp Inbox Suite adds, inside the WhatsApp inbox itself, three tabs that bring together advanced features of the official channel:

  • Templates (HSM): create, organize and send message templates approved by Meta.
  • Flows: build and send interactive WhatsApp forms (Flows) to collect data, schedule, qualify leads and more — all inside the conversation.
  • Calls: start and follow calls over WhatsApp, including the AI calls feature.

This way, the team doesn't have to leave the conversation screen to use WhatsApp's most powerful features.

Prerequisites

  • A connected WhatsApp Cloud inbox (official features).
  • The WhatsApp Inbox Suite may depend on specific activation/permission — if the tabs don't appear, talk to whoever runs the operation.
  • Templates must be approved by Meta before use.
  • Flows and Calls follow WhatsApp's rules and availability for your number.

Step by step

  1. Open the WhatsApp inbox and locate the Inbox Suite tabs.
  2. In the Templates tab: create a template (text, variables, buttons), submit it for approval and, once approved, use it to start conversations outside the 24h window.
  3. In the Flows tab: build or select a Flow (interactive form) and send it in a conversation; the customer's answers come back to the conversation.
  4. In the Calls tab: start a call with the contact or enable AI calls handling, depending on the operation's setup.

Settings & options

  • Templates (HSM): support variables (e.g. customer name), a media header and buttons (quick reply or link). Use the variable picker to fill the fields when sending.
  • Flows: native WhatsApp forms for structured collection (scheduling, sign-up, qualification); the answers are recorded in the conversation.
  • Calls / AI calls: calls over WhatsApp and, when enabled, voice handling with AI. Real call errors and states are shown for diagnosis.

Use cases

  • Send an order confirmation or reminder outside the 24h window with an approved template.
  • Collect scheduling data through a Flow and complete the booking without leaving WhatsApp.
  • Resolve a case by voice with a direct call or AI triage.

Tips, limits & best practices

  • Create clear, purpose-specific templates — the more aligned with Meta's policy, the higher the chance of approval.
  • Reuse variables to personalize at scale without creating dozens of near-identical templates.
  • For Flows and Calls, validate with an internal test before using them with real customers.

Troubleshooting

  • Template rejected: review the content according to the reason reported by Meta and resubmit.
  • The tabs don't appear: the Inbox Suite may not be enabled for your account/inbox.
  • The call fails: check the error message shown (usually coming from Meta itself) and the number's setup.
  • The Flow won't send: confirm the number is WhatsApp Cloud and the Flow is valid.

See also