Email & WhatsApp

Connect your email inboxes and WhatsApp numbers to InnConnect to receive and send messages through your AI agents and workflows.

Email (Mailbox)

Connect an email inbox so InnConnect can receive incoming emails, process them with AI, and send replies. Supported connection types: standard IMAP/SMTP and Gmail via OAuth.

Connecting via IMAP/SMTP

Use this for any standard email provider (Office 365, Outlook, custom SMTP servers, etc.).

Go to Email → Connect mailbox → IMAP/SMTP.
Enter your IMAP server details (host, port, encryption) and credentials.
Enter your SMTP server details for sending replies.
Click Test connection to verify, then save.

Field	Description
IMAP Host	Your email provider's IMAP server. E.g. imap.office365.com.
IMAP Port	993 for SSL/TLS (recommended), 143 for STARTTLS.
Encryption	SSL or STARTTLS. Match the port you are using.
SMTP Host/Port	SMTP server for sending. Usually the same provider. Port 465 (SSL) or 587 (STARTTLS).
Watched Folders	Which IMAP folders to monitor for new messages. Default: INBOX. Add multiple folders separated by commas.

Connecting Gmail via OAuth

Gmail users can connect using OAuth — no password required.

Go to Email → Connect mailbox → Gmail.
Click Connect with Google and authorise access with your Google account.
InnConnect stores an encrypted refresh token and connects automatically.

Using Email in Workflows

Once connected, use the email mailbox in workflows in two ways: as a trigger (fire a workflow when a new email arrives) or as an action node (send an email from within a workflow).

Example: Trigger: new email arrives in INBOX → Node 1: Agent Call (summarise and classify the email) → Node 2: Send WhatsApp (notify the support team) → Node 3: Send Email (auto-reply to the sender).

Connect a WhatsApp Business number to receive and send messages via InnConnect. Two providers are supported: Meta Business API (direct) and Twilio (intermediary).

Connecting via Meta Business API

Direct integration with Meta's WhatsApp Business API. Requires a verified Meta Business Account.

Create a WhatsApp Business app in Meta Developers.
Add a phone number and get your Phone Number ID and Business Account ID.
Generate a permanent access token in Meta Business Suite.
Go to WhatsApp → Connect → Meta in InnConnect and enter the credentials. Copy the displayed webhook URL into your Meta app's webhook configuration.

Field	Description
Phone Number ID	The numeric ID of your WhatsApp phone number (from Meta Developers).
Business Account ID	Your WhatsApp Business Account ID (from Meta Business Suite).
Access Token	A permanent (non-expiring) system user access token with whatsapp_business_messaging permission.
Webhook Secret	A secret string that Meta includes in webhook calls. InnConnect uses it to verify that calls are genuine.

Connecting via Twilio

Twilio's WhatsApp sandbox and production numbers work as an alternative when direct Meta access is not available.

Create a Twilio account and enable WhatsApp on a number.
Go to WhatsApp → Connect → Twilio and enter your Account SID and Auth Token.
Point Twilio's incoming message webhook URL to the endpoint shown in InnConnect.

Using WhatsApp in Workflows

WhatsApp works as both a trigger and an action in workflows.

Example: Trigger: WhatsApp message received → Node 1: Agent Call (process the message with AI) → Node 2: Send WhatsApp (reply with the AI's response). This creates a fully automated WhatsApp AI assistant.

Security: All credentials (passwords, tokens, auth keys) are encrypted at rest using tenant-specific encryption keys. They are never stored in plain text and are not visible after saving.