| Role | Read conversations | Operator reply | Read templates | Create / delete templates | Connect / reconfigure channel |
|---|---|---|---|---|---|
| Owner | Allowed | Allowed | Allowed | Allowed | Allowed |
| Manager | Allowed | Allowed | Allowed | Allowed | Allowed |
| Operator | Allowed | Allowed | Allowed | Not allowed | Not allowed |
| Sales | Allowed | Allowed | Allowed | Not allowed | Not allowed |
Overview
Your customers already message you on WhatsApp. Neev puts that chat inside the dashboard, so your staff reply from one screen instead of juggling a phone. Connect your WhatsApp Business number through the Gupshup BSP and you get two-way conversations, saved message templates, and operator replies that go out over the live number. No separate Pack or Capability to switch on — this channel ships with the platform; the Owner or Manager just has to connect a number.
This article covers the messaging and channel side. The AI order intake that reads a WhatsApp order and drafts it for you is documented separately.
Where to find it
Two places, both on web:
- Conversations live at
/whatsapp(open one at/whatsapp/[id]). Visible to Owner, Manager, Operator and Sales. - Channel setup lives under Settings → Channels & integrations at
/settings/channels. The Owner and the Manager can connect or reconfigure a number; the other roles cannot.
The D2C product catalog you push to WhatsApp sits at /whatsapp/catalog.
Key concepts
- Business Solution Provider — the licensed partner that sits between you and WhatsApp. Neev's live path runs through Gupshup. A channel needs a Gupshup API key and app name to send.
- Channel config — one configured number. It carries the phone number, a channel type, and the Gupshup credentials. The channel type is either b2b (trade buyers) or d2c (end customers). The first connected number is your primary channel.
- Session message — a free-form reply an operator types into an open conversation. This goes out only while the chat window is active.
- Template — a pre-approved message you save once and reuse. Each template has a category: utility, marketing, or authentication.
Common workflows
The Owner or Manager opens Settings → Channels and hits + Add channel. Enter the phone number (e.g. 919876543210), pick B2B or D2C, and paste the Gupshup API key and app name. Hit Create channel. Your key is never shown back on screen after it is saved.
A connected number shows a Connected chip once it is active. If you run more than one number, use Activate / Deactivate under "Other configured numbers" to switch which ones can send.
Open Conversations at /whatsapp, pick a chat, type your message and send. If the channel is active and has its Gupshup key, the reply goes out over WhatsApp and is logged against the conversation.
Create a reusable message — order confirmation, payment reminder, dispatch note — and tag it utility, marketing, or authentication. Reuse it instead of retyping the same lines.
Role notes
All four tagged roles can open conversations, read templates, and send an operator reply. Creating or deleting templates and connecting or reconfiguring numbers are held by the Owner and the Manager only.
| Role | Read conversations | Operator reply | Read templates | Create / delete templates | Connect / reconfigure channel |
|---|---|---|---|---|---|
| Owner | Allowed | Allowed | Allowed | Allowed | Allowed |
| Manager | Allowed | Allowed | Allowed | Allowed | Allowed |
| Sales | Allowed | Allowed | Allowed | Not allowed | Not allowed |
| Operator | Allowed | Allowed | Allowed | Not allowed | Not allowed |
- Owner — full control. Connects numbers, reconfigures channels, creates and deletes templates, replies. The Owner holds every non-Pack permission.
- Manager — reads and replies on conversations, and holds the channel-config and template write keys (
whatsapp.channel-configs.create/update,whatsapp.templates.create/delete) — so the Manager can connect, reconfigure, and manage templates. - Sales — chats with buyers: reads conversations, reads templates, and replies. Holds only
whatsapp.templates.read— cannot create or delete templates, and has no channel-setup access. - Operator — front-desk reply path: reads conversations, reads templates, and replies. Holds only
whatsapp.templates.read— cannot create or delete templates, and has no channel-setup access.
Tips & time-savers
Running both a trade line and an end-customer line? Connect two numbers — one tagged b2b, one d2c — and switch sending on or off per number from the channel list without deleting anything.