## 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

- [WhatsApp Cloud with Embedded Signup](/hc/ajuda/articles/inboxes-channels-whatsapp-cloud-embedded-signup-en)
- [Voice channel: calls and AI calls](/hc/ajuda/articles/inboxes-channels-canal-voz-en)
- [WhatsApp Cloud Coexistence](/hc/ajuda/articles/inboxes-channels-whatsapp-coexistence-en)
- [Inboxes and channels overview](/hc/ajuda/articles/inboxes-channels-overview-en)