WhatsApp support inbox

A unified WhatsApp support inbox for your e-commerce team

Centralize all your WhatsApp customer conversations in a single interface. Assign conversations to your team, access the customer's full history, and reply in seconds with quick reply templates. Powered by the official Meta Cloud API.

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The problem

Managing WhatsApp support becomes unmanageable as you grow

A single phone for the whole team

Your customers reach out on WhatsApp, but you're stuck with a single physical phone or WhatsApp Business. It's impossible to distribute conversations across multiple agents, handle time off, or maintain a clear history. When one person is away, messages go unanswered and customers switch to competitors.

No context on the customer writing in

When a customer sends a message, you have to manually search Shopify, Stripe, or your CRM to find their order, history, and customer value. This search takes 2 to 5 minutes per message and multiplies handling time. Without context, you can't prioritize VIP customers or offer personalized support.

Exploding response times

Without clear assignment, a shared queue, and quick replies, your average response time explodes. Customers wait 30 minutes, 1 hour, sometimes a full day for a simple question. Yet on WhatsApp, customers expect a reply in under 5 minutes. Every lost minute is a potentially lost customer.

The solution

A WhatsApp inbox designed for e-commerce teams

Multi-agent unified inbox

All your WhatsApp conversations arrive in a single inbox accessible to your entire team. Each agent sees the conversations assigned to them, those in the queue, and those resolved. Absences, team changes, and support growth no longer break your workflow.

Full customer context in one click

For each conversation, Fullmetrix instantly displays the customer's complete profile: order history, lifetime value (LTV), RFM segment, last order, current abandoned cart, internal notes. No more juggling 5 tools to answer a simple question. Your team saves several minutes per conversation.

Quick replies and custom templates

Create quick reply templates for recurring questions: delivery times, return policy, order tracking, promo codes. Dynamic variables (first name, order number, tracking link) are filled in automatically. Your team replies in seconds instead of minutes, while staying personal and relevant.

How it works

Set up your WhatsApp support inbox in 10 minutes

Connect your WhatsApp Business number

Link your WhatsApp Business number to Fullmetrix via the Meta Cloud API. Guided step-by-step setup, number verification, and automatic activation. Incoming messages arrive instantly in your Fullmetrix inbox.

Invite your team

Add your support team members to your Fullmetrix workspace. Define roles (agent, supervisor, admin) and permissions. Each agent gets their own access to the shared inbox, with real-time notifications.

Configure quick reply templates

Create your quick reply templates for frequently asked questions. Add dynamic variables and organize them by category (shipping, returns, products, payments). Templates are shared with the entire team.

Manage your conversations

Receive customer messages in real time, assign them to the appropriate agents, and reply with full customer context. Track support KPIs: response time, resolved conversations, customer satisfaction. Optimize your team with data.

Features

Everything for enterprise-grade WhatsApp support

Automatic or manual assignment

Assign conversations manually to an agent or use automatic assignment based on workload, availability, or skills. Conversations are distributed fairly across your team.

360 customer history

Each conversation shows the customer's full history: past orders, total spent, LTV, RFM segment, current delivery status. Your team replies with complete context at a glance.

Internal notes per conversation

Add private notes to each conversation to document complex cases, recurring issues, or special requests. Notes are visible to the whole team but never sent to the customer.

Quick reply templates

Create reply templates for frequent questions, with dynamic variables and attached media. Reply in seconds while keeping the personal tone expected on WhatsApp.

Conversation statuses and tags

Organize your conversations with statuses (open, pending, resolved) and custom tags (VIP, refund, shipping, order). Easily filter and search across your full history.

Real-time support KPIs

Track your support team's KPIs: first response time, resolution time, conversations per agent, satisfaction rate. Optimize your team with objective data.

Integrations

Connected to your e-commerce tools

The Fullmetrix WhatsApp support inbox is connected directly to your Shopify, WooCommerce, and PrestaShop data to display the full customer context for every conversation. Messages come in and out via the official Meta Cloud API to guarantee compliance and deliverability. Order statuses, delivery tracking, and Stripe or PayPal transaction fees are automatically integrated into the context visible to your agents.

FAQ

Frequently asked questions about WhatsApp support inbox

How many agents can use the inbox?+

You can invite as many agents as needed to your WhatsApp support inbox. Each agent gets their own access with individual authentication, personalized notifications, and activity history. Permissions are configurable by role.

Can I use my existing WhatsApp Business number?+

Yes, you can migrate your WhatsApp Business number to the Meta Cloud API and use it in Fullmetrix. Once migrated, the number can no longer be used simultaneously in the classic WhatsApp Business app. Fullmetrix guides you through this migration.

Is there a monthly message limit?+

No, there's no limit imposed by Fullmetrix. You only pay Meta's per-conversation fees at official rates. Incoming conversations initiated by the customer within a customer service window are free for 24 hours.

Can agents see the customer's order history?+

Yes. For each conversation, Fullmetrix automatically displays the customer's complete order history, LTV, RFM segment, current delivery status, and internal notes. All necessary context is available at a glance.

Can I send media (photos, videos, documents)?+

Yes. You can send and receive photos, videos, PDF documents, stickers, and voice notes. Media is stored securely and accessible in each conversation's history.

How do I measure my support team's performance?+

Fullmetrix automatically calculates key KPIs: first response time, resolution time, conversations per agent, first-response resolution rate. These KPIs are accessible in the support dashboard.

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