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What is Soosh

One place for your team to talk to customers on WhatsApp, answer automatically and send campaigns.

Owners and adminsUpdated

Soosh connects your business’s WhatsApp number to a shared workspace. Your whole team answers customers from one inbox, a chatbot replies when nobody’s free, and campaigns send approved messages to thousands of customers at once. Customers just use WhatsApp, the way they already do.

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The parts of Soosh

Section titled “The parts of Soosh”

Inbox. Every chat with every customer, shared by your team. Agents reply, use saved replies, leave private notes for each other and hand chats over. Chats can be assigned to one person or a team, so nobody answers twice.

Contacts. Everyone who has messaged you, or whom you’ve added. Tags like VIP or Wholesale group them, for the inbox and for campaigns.

Templates. Messages Meta has approved for starting a conversation, such as an order update or an offer. WhatsApp requires one whenever you message a customer who hasn’t written to you in the last 24 hours.

Campaigns. One template sent to many customers at once, for example everyone tagged VIP. You see who received it, read it and replied.

Chatbot and AI. Automatic replies: keyword rules for common questions, flows that walk customers through choices, and AI answers drawn from what you teach it about your business. When the bot can’t help, it hands the chat to your team.

Calling. WhatsApp voice calls in the browser, with a call menu (“press 1 for orders”) and transfers to the right team.

Analytics. How quickly your team replies, how campaigns did, and how your number is doing with Meta.

Integrations. Connect Soosh to your other tools: Shopify, your own systems through webhooks and the API, and chat actions that open your order system from a chat.

How a conversation works

Section titled “How a conversation works”
  1. A customer messages your WhatsApp number. The chat appears in the inbox.
  2. If the chatbot is on, it replies first. When it can’t help, or the customer asks for a person, the chat goes to your team.
  3. An agent picks up the chat and replies. For 24 hours after the customer’s last message, your team can send anything.
  4. After 24 hours without a message from the customer, you can only send a template, until they write again.

That last rule is WhatsApp’s, not Soosh’s, and it shapes much of how you’ll use Soosh. Campaigns always use templates for this reason.

Who uses Soosh

Section titled “Who uses Soosh”
  • Owners and admins connect the WhatsApp number, invite the team, set up the chatbot and send campaigns.
  • Agents and team leads answer chats in the inbox and take calls.
  • Developers connect Soosh to other systems with the API and webhooks.

Each person’s role decides what they can see and change.

Section titled “Related”