Welcome to BNex

BNex at a glance

BNex is a shared workspace for day-to-day WhatsApp operations. Your workspace contains the people, contact records, messages, campaigns and settings for your business. WhatsApp connectivity and message rules are provided by Meta and apply within BNex too.

• Respond to customer messages from the shared inbox and add private team notes.
• Organize contacts with groups, tags and saved audience segments.
• Build, schedule and review campaigns using approved WhatsApp templates.
• Create workflows for trigger-based replies, routing and follow-up.
• Use BNex Copilot for guidance, summaries and message drafts.

Create your workspace

After creating an account, choose whether to create a BNex workspace or join one your colleague already set up. The onboarding Copilot guides you through the next steps as a conversation, and you can skip setup and return to the workspace.

1. Connect WhatsApp using the guided flow, or take the faster path if you already have Cloud API set up.
2. Use the test number to try the flow, or connect your business number when you are ready.
3. Review the workspace details BNex identifies and correct them if needed.
4. Continue to the inbox and other workspace tools. Contacts can be imported later from Contacts.

Meta controls WhatsApp account and number review. A pending review is a waiting step, not necessarily a setup error. See the WhatsApp setup guides for the platform-side details.

Dashboard

The dashboard is the workspace overview. Use it to check recent campaign and messaging activity, wallet status, alerts and setup readiness, then open the area where you want to work.

Shared inbox

Open a customer thread to read the conversation, review contact context and reply as your business. The inbox supports internal notes for your team, media messages, and live updates as messages arrive or change status.

Internal notes are for your team, not the customer. Conversation assignment and open/closed status are not currently persisted inbox features, so do not rely on them as a handoff or case-management record.

Use a normal reply while the 24-hour service window is open; outside it, send an approved template. Read about the service window.

Contacts and audiences

Contacts stores the customer records used in conversations, campaigns and workflows. Add or edit a record, organize contacts with tags and groups, and use segments to define an audience.

To import a list, upload a CSV, Excel or vCard file, review BNex’s field mapping and validation, then confirm the import. The results show which records were added, updated, skipped or merged as duplicates. Invalid records are shown with a reason so you can correct the source file.

Keep opt-in and opt-out status accurate. Contacts who have opted out or are blocked should not be targeted by campaigns or automations.

Team access

Add teammates to your workspace so they can work together in the inbox and other shared areas. Workspace roles control which actions are available. The workspace owner manages team membership and sensitive workspace actions; ask the owner if you need access or a role change.

Settings

Use Settings to manage your workspace profile, WhatsApp connection, AI configuration and integrations. Advanced settings include developer tools such as API keys and webhooks, plus contact and data export tools.

If the WhatsApp number is not connected, Settings shows where to continue setup. Some actions require workspace-owner permissions.

Campaigns

The campaign composer takes you through three stages: Set up, Personalize, and Review & send. Choose a saved audience and approved Meta template, map its variables, then decide whether to send now or schedule it.

Before submitting, check the eligible recipient count, the estimated maximum cost and the summary. The estimate is informational, not a reserved or guaranteed charge; wallet and audience checks run again when the campaign is created, and actual charges are recorded as messages are delivered.

A campaign may be waiting for owner approval, Meta template approval or its scheduled time. A waiting campaign has not necessarily started sending. Once sent, open its report to review delivery and message outcomes.

Explore the message template library for examples by industry.

Workflows and agents

The visual workflow builder lets you connect triggers, messages, decisions and delays into a flow. Workflows can react to customer events, keywords, recognized intents or scheduled timing, and can support welcome messages, triage, reminders and follow-up.

The Copilot can ask a few questions about your business before proposing a workspace-specific workflow. You can skip the questions and continue with the information already available. Review a workflow before saving or using it with customers.

Automation agents are configured separately from the internal BNex Copilot. Automatic AI replies to customers are opt-in for the workspace and may also be disabled by the platform.

BNex Copilot

BNex Copilot assists your team inside the workspace. Ask it about BNex workflows, request a conversation summary, or get a reply or template draft. It can also point you to the relevant BNex screen.

Copilot suggestions are proposals: review the content and confirm actions before they are applied. The internal Copilot is different from an automation agent that can respond to your customers.

Message templates

WhatsApp requires an approved template to start or resume a conversation outside the 24-hour service window. Create or manage templates from the template manager; Meta reviews submitted templates and determines whether they are approved.

If a campaign uses a template that is still under review, the campaign waits rather than sending with an unapproved template. If Meta rejects a template, BNex shows the rejection reason so you can revise it.

Use the template library for examples and the template approval guide for more detail.

The 24-hour service window

When a customer messages your business, a 24-hour customer service window opens. While it is open, you can reply with free-form messages. After it closes, you need an approved template to message that customer again.

This is a WhatsApp platform rule, not an inbox assignment or conversation open/closed status. See the WhatsApp platform guides for current pricing, limits and messaging rules.

Wallet and transactions

Finance is where workspace owners and authorized teammates can review the wallet, top up, and check transaction history and invoices. BNex checks the available balance before a chargeable send. Message rates are based on WhatsApp’s current pricing and applicable BNex billing rules.

Read the WhatsApp pricing guide to understand Meta’s message charges.

Get help

Open Support & Helpdesk in BNex for product guidance, troubleshooting and support requests. Include the affected campaign, message or template and the explanation BNex shows, so the support team can help you find the right next step.

For WhatsApp platform setup and policy questions, start with our WhatsApp guides.

WhatsApp platform guides

These docs cover the BNex workspace. For deeper guidance on WhatsApp setup, templates, pricing, policies and platform limits, continue with our WhatsApp Business Platform guides.