Wallin User Guide

Navigate Wallin's omni-channel messaging platform. Choose your role below.

For Administrators

Set up connections, manage your team, configure automation, and send broadcasts.

• 01. Getting Started — Create your workspace and invite your team
• 02. Channels — Connect WhatsApp, Instagram, and Messenger
  • 01. Connecting WhatsApp
  • 02. Connecting Instagram & Messenger
  • 03. Connection Health
• 04. Campaigns — Broadcast messages at scale
  • 01. Contacts & Segments
  • 02. Sending a Broadcast
  • 03. Monitoring Campaigns
  • 04. Templates
• 05. Automation — Build message flows and OTP applications
  • 01. Automation Flows
  • 02. OTP Applications
• 06. Workspace — Organizations, agents, and shifts
• 09. AI — AI agent, knowledge base, and copilot
  • 01. AI Agent & Knowledge Base
  • 02. Inbox Copilot
• 08. Troubleshooting — Common issues and solutions

For Agents

Handle customer conversations, send messages, and resolve inquiries.

• 03. Inbox — Work with conversations
  • 01. Inbox Overview
  • 02. Messaging Windows
  • 03. Assignment & Labels
  • 04. Snippets
  • 05. Comments Queue
  • 06. Contacts & Merge
• 07. Agent Handbook — Your guide to working efficiently
• 08. Troubleshooting — Common issues and solutions

For Developers

Build integrations and custom applications on Wallin's APIs.

• Integration Guide — OTP, WhatsApp Messaging, and Agent APIs
  • 00. Overview
  • 01. Authentication
  • 02. OTP API
  • 03. WhatsApp Messaging API
  • 04. Agent API
  • 05. Errors & Limits
  • 06. Testing & Sandbox
  • 07. Example Flows

Glossary

Connection — A linked account for WhatsApp Business Account (WABA), Instagram Business page, or Messenger Page. Managed at /channels/hub.

Segment — An audience definition for broadcasts — either dynamic (filtered on contact properties) or static (frozen snapshot). See /segments.

Template — A pre-approved message format on Meta platforms. WhatsApp templates support variables. Managed at /templates.

Messaging Window — The time frame when you can send an outbound message. WhatsApp has a 24-hour customer-service window; Instagram/Messenger are 30 days. Responds to inbound messages from the customer.

Flow — A multi-channel automation triggered on keywords, new conversations, or custom rules. Executes ordered steps via your connected accounts. See /flows.

Organization — Your workspace tenant. Multiple users can belong to one organization. Switch at the top menu.

Check-in/Check-out — Agent availability status. Agents who check out do not receive new assignments or push notifications.