Help Center
IconEngage Help Center
Guides for every part of IconEngage, the WhatsApp Business platform for teams.
Getting started
Create your account, connect your WhatsApp number, invite your team and find your way around.
Inbox
Answer customers together: views, assignment, replies, templates, notes, tags and the customer panel.
- Inbox overview
- Inbox views, filters and search
- Reply to a conversation
- The 24-hour window and templates
- Take, give back and hand over conversations
- Saved replies
- Internal notes
- Conversation tags
- Resolve and reopen conversations
- The customer panel
- AI copilot
- Keyboard shortcuts
- Team workload
- Conversation history
- Mute notifications
Contacts
Add and import contacts, organise them with fields, tags and segments, and respect opt-outs.
Your numbers and business account, business profile, quality and limits, message templates, links, commerce and the webhook log.
Campaigns
Send template broadcasts to an audience, schedule them and read the results.
Automation
Build flows that react to customers and events, and set up AI agents, knowledge, credentials and inbound webhooks.
Analytics
The dashboard and every report: messaging, conversations, agents, campaigns, automation, AI, commerce, attribution and API usage.
Settings
Your profile and security, the organisation, members and roles, teams and routing, the audit log and integrations.
Billing
Plans and the trial, GST, WhatsApp credits, usage, invoices and your payment method.
Mobile app
Use IconEngage on your phone: sign in, notifications, mute and settings.
Developers
The public REST API: authentication, sending messages, event webhooks, signatures, limits and errors.
Troubleshooting and FAQ
Fix common problems and find quick answers.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.