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What this helps you do

Connect the WhatsApp account shown in your workspace so supported conversations can appear in Trellis Inbox. The integration page shows the capabilities available for your connection.

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Before you start

  • Confirm which business account and number your team owns.
  • Use an admin or manager account in Trellis.
  • Keep automatic replies off or in review mode for the first test.
  • Use a safe test contact that is not a guest.

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Connect and test

1

Open WhatsApp integrations

Go to Settings > Integrations > WhatsApp.
2

Review the account

Follow the displayed connection steps. Before approving, verify the business account and number.
3

Confirm the status

Return to the integration page and confirm the expected number is shown as connected.
4

Send a safe inbound message

From the test contact, send a short message with no guest details. Confirm it appears once in Inbox with WhatsApp as the channel.
5

Review the reply path

Check the recipient, conversation, and any AI draft. Send only after your team approves the test.

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How to check it worked

  • The intended business number is connected.
  • The inbound test appears in the correct conversation.
  • The channel label is WhatsApp.
  • A teammate with the right access can review the conversation.

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Recover a disconnected account

Open Settings > Integrations > WhatsApp. Confirm the account has not changed, then follow the displayed reconnect steps. Repeat one inbound test after the status is restored. If delivery is uncertain, do not resend the same outbound message.

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Common problems

Clear Inbox filters, confirm the test reached the connected number, and refresh once. Then review the integration status.
Stop testing and ask an admin to reconnect the approved business account.
Keep the AI Agent in review mode and ask the teammate responsible for that channel to approve or edit the draft.