What is IconEngage?
A short tour of what IconEngage does, how it connects to WhatsApp, and the main parts of the app.
IconEngage is a WhatsApp Business platform for teams. You connect your business's WhatsApp number once, and your whole team can then answer customers, send campaigns and automate replies from one place.
How it works with WhatsApp
IconEngage runs on Meta's official WhatsApp Cloud API. You connect your number through Meta's own sign-up window (called Embedded Signup), so your WhatsApp Business Account and your phone number stay yours. IconEngage never sees your Facebook password.
Once a number is connected, messages your customers send to it arrive in IconEngage, and replies your team sends go out from that number.
See Connect your WhatsApp number for the step-by-step guide.
What you can do
| Area | What it is for |
|---|---|
| Inbox | A shared inbox for every WhatsApp conversation. Assign conversations, reply, add internal notes and tags, and resolve them when done. |
| Contacts | Everyone who has talked to you, plus people you import. Organise them with fields, tags and segments, and keep track of opt-outs. |
| Campaigns | Broadcast an approved message template to an audience, schedule it, and see who received, read and replied. |
| Automation | Flows that react to messages and events, and AI agents that answer from your knowledge base and hand over to a person when they should. |
| Analytics | A dashboard and reports for messaging, conversations, agents, campaigns, automation, AI agents, commerce, leads and API usage. |
| Your connected numbers, business profile, quality and messaging limits, message templates, WhatsApp links, catalogs and orders. | |
| Settings | Your profile and security, your organisation, members and roles, routing, saved replies, the audit log, billing, integrations and developer tools. |
Some areas depend on your plan (for example, catalogs and orders are part of the Pro and Enterprise plans) and on your role. If you can't see something described here, your role may not include it: see Roles and permissions.
Key ideas
- Organisation. Your workspace in IconEngage. It has its own members, roles, WhatsApp numbers, contacts and settings. You can belong to more than one organisation and switch between them.
- Members and roles. Everyone you invite joins with a role (such as Admin, Agent or Marketing Manager) that decides what they can see and do.
- WhatsApp Business Account and numbers. The account at Meta that owns your phone number and your message templates.
- Message templates. Messages pre-approved by Meta. You need one to start a conversation, or to message a customer more than 24 hours after their last message.
- Plan and trial. Every new organisation starts on a free trial with the features of the Growth plan, then moves to a paid plan. See Plans and the free trial.
Where to start
- Create your account and sign in.
- Follow the setup checklist.
- Connect your WhatsApp number.
- Invite your team.
- Take the tour of the menu.
IconEngage also has a mobile app for answering conversations on the go: see Get the app.
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.