The Unified Inbox gives you one place to manage guest conversations and communicate with guests more efficiently.
With the Unified Inbox, you can connect your WhatsApp Business account, receive guest messages, and manage conversations directly from ChargeAutomation.
This guide explains how to access the Unified Inbox and connect WhatsApp Business for the first time.
Access the Unified Inbox
From your ChargeAutomation account:
Log in to ChargeAutomation.
From the left-hand navigation menu, click Unified Inbox.
The Unified Inbox will open in a separate messaging workspace.
Unified Inbox Navigation
Inside the Unified Inbox, you will see the main navigation options:
Inbox — View and manage guest conversations.
Guests — View guests available within the messaging platform.
Settings — Configure your messaging integrations.
To connect WhatsApp for the first time, click Settings at the bottom of the left-hand menu.
Connect Your WhatsApp Business Account
From Settings, open the Integrations section.
You will see the WhatsApp Cloud integration.
If WhatsApp has not yet been connected, its status will display as Not Connected.
Click Connect WhatsApp Cloud to begin the connection process.
Sign in with Meta
A Meta authorization window will open.
Sign in using a Meta account that has access to the WhatsApp Business assets you want to connect.
During the setup process, Meta will guide you through selecting the Business and WhatsApp assets that ChargeAutomation can access.
Select Your WhatsApp Business Account
During the Meta setup flow, you will be asked to select the accounts you want to share with ChargeAutomation.
Under WhatsApp Business account:
Open the dropdown.
Select the WhatsApp Business account you want to use with the Unified Inbox.
Confirm that the correct business and WhatsApp account are selected.
Click Next to continue.
Important: Make sure you select the WhatsApp Business account containing the phone number you intend to use for guest communication.
Continue through the Meta authorization steps and approve the requested permissions.
Once authorization is completed successfully, ChargeAutomation will automatically configure the connection to your selected WhatsApp Business account.
Start Managing Conversations
After WhatsApp has been connected, return to Inbox.
Incoming WhatsApp conversations will appear here, allowing your team to manage guest communication from one central location.
From the Inbox, you can:
View incoming guest conversations.
Read the conversation history.
Reply to guests directly from the Unified Inbox.
Keep guest communication organized within a single workspace.
WhatsApp Message Templates
WhatsApp requires approved message templates when initiating certain conversations outside the standard WhatsApp messaging window.
Before using a template, make sure it has been submitted to and approved by Meta.
Approved templates can then be used when communicating with guests through WhatsApp in accordance with Meta's messaging rules.
Troubleshooting
I don't see the Unified Inbox
If Unified Inbox is not available in your ChargeAutomation sidebar, please contact your account administrator or ChargeAutomation Support to confirm that the feature is enabled for your account.
I can't find my WhatsApp Business account during setup
Make sure:
You are signed in with the correct Meta account.
Your Meta account has access to the relevant Business Portfolio.
You have permission to manage the WhatsApp Business account you are trying to connect.
If you belong to multiple businesses, carefully check the business selected during the Meta authorization process.
I selected the wrong WhatsApp Business account
Return to Settings → Integrations and reconnect the WhatsApp integration using the correct Meta Business and WhatsApp Business account.
WhatsApp messages are not being delivered
Check that:
The guest's phone number includes the correct country code.
Your WhatsApp Business account is active.
The appropriate WhatsApp template has been approved by Meta when a template is required.
Your WhatsApp Business account is correctly connected under Settings → Integrations.
Need Help?
If you experience any issues connecting WhatsApp Business or using the Unified Inbox, contact ChargeAutomation Support and our team will be happy to assist.