One shared inbox across every channel you run.
8 answers
WhatsApp, Instagram, Facebook, your website widget and email, in one list.
Every conversation carries a channel badge, full history and the contact's CRM record beside it. Filter to a single channel when you want to focus, or work the whole queue in order.
Replies go back out on the channel the customer used, nobody has to remember which app to open.
Free-form replies are allowed for 24 hours after the customer's last message.
Inside the window you can type anything. Once it closes, WhatsApp only accepts an approved template, and the customer's reply to that template opens a fresh 24-hour window.
The inbox shows the remaining time on each chat, so you know when a conversation is about to need a template.
The owner grants access feature by feature.
Staff accounts get exactly the parts of the product you switch on for them: inbox only, inbox plus campaigns, everything but billing, and so on.
Access is per feature rather than per role, so you are not forced to choose between a locked-down agent and a full administrator.
Keep the inbox to conversations that still need a human.
Archived chats leave the main list and keep their full history. A new inbound message brings the chat back automatically.
Turn on auto-archive to file a chat the moment a human replies, the inbox then reads as a to-do list rather than a log.
Removes it from every view; the underlying messages are retained, not purged.
Delete from the row menu when a conversation is spam or a wrong number. It disappears from the inbox and from search.
If someone deletes a chat by mistake, contact us, the messages have not been destroyed and can be restored.
A chat re-badges as unread on every new inbound message across all channels.
On Coexistence numbers, Meta provides no event for "the business opened this chat on the phone". A reply sent from the phone clears the badge in VedLink; simply reading it there does not.
If a badge looks stale, the conversation was almost certainly read on a phone without replying.
Attach a document to a WhatsApp chat, up to 50 MB.
Invoices, price lists, statements and brochures can be attached directly in the chat. VedLink sets the file type from the extension, so name the file properly before uploading.
CSV is the one exception: WhatsApp rejects it. Save it as .xlsx and it goes through.
Every auto-composed reply is recorded as AI on the message itself.
Replies written by the agent are flagged separately from templates, follow-ups and anything a person typed, which is what reporting uses to show how much of your volume the agent is absorbing.
To take a conversation over, simply reply in the thread, a human reply always takes precedence over the automation.
Tell us the number, the time and what you expected. That is usually enough for us to spot it.