Aurora Inbox Complete Guide: First Steps for Your Company

You decided to professionalize your company's communication and chose Aurora Inbox as your customer service and sales platform via WhatsApp. Excellent decision. Now you need to configure everything correctly to get the most out of it from day one.

This guide will take you step-by-step from creating your account to the moment your first AI agent is responding to customers, your CRM is organized, and your team is ready to operate. Whether you're a business with two people or a company with 50 sales agents, the setup process is the same, and you can have everything up and running in under an hour.

Aurora Inbox is an AI-powered omnichannel communication platform that centralizes all your customer messages (WhatsApp, Instagram, Facebook Messenger, TikTok) in a single inbox. It includes conversational CRM, AI agents trained on your business information, a product catalog, mass campaigns, Google Calendar integration, and much more.

Let's go step by step.

Step 1: Create your Account and Choose your Plan

To do

Visit the Aurora Inbox website and click "Get Started for Free" or "Create an Account." Complete the registration form with your company details: business name, corporate email address, country, and contact phone number. You will receive a confirmation email to verify your account.

Once your account is verified, you will access the administration panel where you can select the plan that best suits your company's needs.

Available plans

Aurora Inbox offers tiered plans based on the volume of conversations and the features required:

• Aurora CRM ($99 USD / $1,800 MXN per month): Ideal for businesses looking to centralize customer service with a shared inbox and conversational CRM.

• Aurora IA ($179 USD / $3,200 MXN per month): For companies that need artificial intelligence agents, advanced automation, and multiple integrated channels.

• Aurora IA Plus ($329 USD / $6,000 MXN per month): For high-volume message companies that require advanced AI capabilities, multiple agents, and priority support.

Tips

• If you're unsure which plan you need, start with the Aurora CRM plan. You can upgrade at any time without losing settings or data.
• Use a corporate (not personal) email address for registration, as this will be the main administration account.
• Set up two-factor authentication from day one to protect your account.

Common problems

• I am not receiving the verification email: Check your spam or junk mail folder. If it doesn't appear within 5 minutes, request a resend from the login page.
• My company already has an account: Contact support to have them add you as an additional user instead of creating a duplicate account.

Step 2: Connect WhatsApp

To do

This is the most important step in the entire setup. Aurora Inbox offers two methods To connect your WhatsApp number, depending on your business needs:

Option A: Connection via QR code (fastest and easiest)

This method works just like WhatsApp Web: you scan a QR code with your phone and your WhatsApp is connected to Aurora Inbox. It's the fastest way to get started and works with your regular WhatsApp or WhatsApp Business app.

1. Go to Settings > Channels > WhatsApp.
2. Select "Connect with QR code".
3. Open WhatsApp on your phone and go to Paired devices.
4. Scan the QR code that appears on the screen.
5. In seconds, your WhatsApp will be connected to Aurora Inbox.

Advantages of QR code connection:

• Setup in less than 2 minutes.
• It does not require a Meta Business account or business verification.
• It works with regular WhatsApp and with the WhatsApp Business App.
• Your number continues to work on your phone simultaneously.
• Ideal for starting to use Aurora Inbox immediately.

Option B: Connection via WhatsApp Business API (Cloud API)

This method uses Meta's official WhatsApp Business API. It's recommended for businesses that need to send bulk campaigns with approved templates, use advanced interactive buttons, or handle a very high volume of messages.

1. Go to Settings > Channels > WhatsApp.
2. Click on "Connect to WhatsApp Business API".
3. The Meta (Facebook Business) verification flow will open. You will need to log in with a Facebook account that has administrator permissions in your Business Manager.
4. Select or create your WhatsApp Business account within Meta Business Manager.
5. Register the phone number you wish to connect. With this method, the number cannot be active on your personal WhatsApp app or WhatsApp Business app at the time of connection.
6. Verify the number with the SMS code or phone call you will receive.
7. Once verified, the number will appear as active in your Aurora Inbox panel.

Advantages of API connection:

• Sending mass campaigns with templates approved by Meta.
• Interactive buttons and lists in messages.
• Greater scalability for high message volume.
• Access to advanced features of WhatsApp Business Platform.

How to choose between QR and API

Feature	QR Connection	API Connection
Setup time	2 minutes	30 min – 7 days
Requires Meta Business Manager	No	Yes
It works with regular WhatsApp.	Yes	No
Massive campaigns with templates	No	Yes
Advanced interactive buttons	No	Yes
Ideal for	Start fast, small and medium-sized businesses	Companies with high volume and massive campaigns

Tips

• If you want to start using Aurora Inbox today, connecting via QR code is the fastest option. You can always migrate to the API later.
• If you already have a number in the WhatsApp Business app and choose the API, you can migrate it. The process requires uninstalling the app from your phone before connecting.
• Set up your company name and profile picture before you start receiving messages. First impressions matter.
• If you choose the API, make sure your Meta Business Manager is verified. If it isn't, the verification process can take between 2 and 7 business days.

Common problems

• QR Connection – It disconnects frequently: Make sure your phone has a stable internet connection. If your phone loses connection, your WhatsApp Web session may close.
• API – The number is already registered on another platform: You must disconnect from your previous provider before connecting to Aurora Inbox. Meta only allows a number to be connected to one BSP at a time.
• API – The verification option does not appear: Make sure your Facebook account has administrator permissions in the associated Business Manager.
• API – Verification code not received: Verify that the number can receive SMS messages or calls. If it's a landline number, select the call verification option.

Step 3: Connect Additional Channels (Instagram, Facebook, TikTok)

To do

Aurora Inbox isn't limited to WhatsApp. You can centralize messages from Instagram Direct, Facebook Messenger, and TikTok in the same inbox so your team can handle everything from one place.

To connect to Instagram:

1. Go to Settings > Channels > Instagram.
2. Click on "Connect Instagram account".
3. Authorize the connection with your Instagram Business account (it must be a business account, not a personal one).
4. Select the Facebook page linked to your Instagram account.
5. Confirm the requested permissions.

To connect Facebook Messenger:

1. Go to Settings > Channels > Facebook.
2. Click on "Connect Facebook page".
3. Select your company's page from the list.
4. Authorize messaging permissions.

To connect to TikTok:

1. Go to Settings > Channels > TikTok.
2. Log in with your TikTok Business account.
3. Authorize the integration to receive messages from leads generated from TikTok Ads.

Tips

• Connecting all your channels from the start allows you to have a complete view of each customer's conversations, no matter how they contact you.
• Instagram requires a Business account linked to a Facebook page. If you have a personal account, converting it to a Business account is free and takes 2 minutes.
• TikTok messages primarily work with leads generated from ad forms (Lead Generation Ads).

Common problems

• My Facebook page is not showing up: Verify that you have administrator privileges on the page. Editor or moderator privileges do not have sufficient permissions.
• Instagram is not connecting: Make sure the Instagram account is correctly linked to a Facebook page in the Meta Business Suite settings.

Step 4: Configure Team Members and Roles

To do

Add all your team members who will be handling conversations. Aurora Inbox lets you assign roles with different access levels to maintain control over who sees and what they do within the platform.

1. Go to Settings > Team > Members.
2. Click on "Invite member".
3. Enter the collaborator's email address.
4. Assign a role: Administrator, Supervisor, or Agent.
5. The contributor will receive an email with instructions on how to create their password and log in.

Available roles:

• Administrator: Full access. You can configure channels, create AI agents, manage teams, and view all reports.
• Supervisor: You can view all conversations, reassign chats, see team reports, and monitor in real time.
• Agent: He only sees conversations assigned to him. He can reply to messages, use the CRM, and consult the catalog.

Tips

• Create teams by function (Sales, Support, Collections) to organize the automatic assignment of conversations.
• Configure availability schedules for each agent. Conversations received outside of these hours can be handled automatically by the AI agent.
• Set limits on simultaneous conversations per agent to avoid overload.

Common problems

• The member does not receive the invitation: Verify that the email address is correct and check your spam folder. You can resend the invitation from the dashboard.
• I need to change the role of a member: Go to the member's profile in the team section and edit their role directly.

Step 5: Create your first AI agent

To do

This is the step that transforms your operation. Aurora Inbox's AI agent responds to your customers naturally, using real information from your company: products, services, prices, hours, policies, and any other data you provide.

1. Go to AI Agents > Create a new agent.
2. Assign a name to the agent (for example: "Sales Assistant" or "Aurora Support").
3. Define the personality: tone of communication (formal, friendly, professional), main language and rules of behavior.
4. Upload your training documents: PDFs, Word files, spreadsheets, or URLs from your website. The agent will process all this information and use it to answer questions.
5. Configure the specific instructions: what the agent can do (quote, schedule, transfer to human) and what it should not do.
6. Define when to transfer to a human agent: complex queries, complaints, price negotiations, etc.
7. Activate the agent and assign it to the channels where you want it to operate.

Tips

• The more information you provide to the agent, the better their responses will be. Upload your price list, FAQs, return policies, hours of operation, and any other relevant documents.
• Configure specific responses for the 10 most frequently asked questions you receive. This dramatically improves accuracy.
• Start with an agent in "assistant" mode (it suggests responses, but a human approves them) before switching it to fully autonomous mode. This allows you to fine-tune its behavior.
• Clearly define in the instructions when the agent should NOT respond and should transfer to a human. Examples: legal claims, emergency situations, negotiations of large contracts.

Common problems

• The agent gives incorrect answers: Please review the uploaded documents. The information is likely outdated or incomplete. Update the documents and the agent will automatically retrain.
• The agent does not answer certain questions: Add the relevant information to your training documents. If you don't have data on a topic, please indicate that you cannot help.
• The agent responds in another language: Check the primary language setting in the agent's instructions.

Step 6: Configure the CRM Stages

To do

Aurora Inbox's conversational CRM lets you track each customer from the first message to the sale closing. The pipeline stages are configured according to your sales process.

1. Go to CRM > Pipeline Configuration.

2. Create the stages of your sales funnel. A common example:

   • New lead: First contact, unqualified.
   • Contact: The first message was answered.
   • Qualified: The lead has real interest and budget.
   • Proposal sent: A quote or formal proposal was sent.
   • Negotiation: The client is evaluating the offer.
   • Cattle: Sale successfully closed.
   • Lost: The customer decided not to buy.

3. Configure custom fields to capture relevant information (budget, lead source, product of interest).

4. Define automation rules: automatically move leads from stage to stage based on actions (for example, when sending a quote, move to "Proposal sent").

Tips

• Don't create too many stages at the beginning. Between 5 and 7 stages is ideal for most businesses.
• Configure notifications to be sent when a lead has been inactive for more than 48 hours in a given stage. This prevents opportunities from going cold.
• Use color labels to quickly differentiate the status of each opportunity in the overview.
• The AI agent can automatically move leads between stages based on the conversation. For example, if the customer confirms interest, the agent can move them from "New" to "Qualified."

Common problems

• I don't know how to organize my stages: Think about your current sales process. Every key moment where the customer moves from one decision to another is a stage.
• I have many unclassified leads: Configure automatic rules so that new leads are classified based on the source channel or first interactions.

Step 7: Configure the Product Catalog

To do

If you sell products or services with defined prices, the Aurora Inbox catalog allows your agents (human and AI) to send product listings directly in the conversation with images, descriptions, and prices.

1. Go to Catalog > Products.
2. Click on "Add product".
3. Complete the information: name, description, price, image, category and availability.
4. Organize products into categories to make searching easier.
5. Activate the catalog so that the AI agent can recommend products during conversations.

Tips

• Upload high-quality images (minimum 800x800 pixels) so that the products look professional in the chat.
• It includes product variations (sizes, colors, presentations) as separate products to facilitate selection.
• Keeping prices up-to-date is essential. A customer who receives the wrong price is a dissatisfied customer.
• The AI agent can recommend products based on the conversation. If a customer asks for "something for dry skin," the agent can automatically suggest relevant products from your catalog.

Common problems

• The images are not clear: Verify that the images are in JPG or PNG format and weigh less than 5MB.
• The AI agent does not recommend products: Make sure the catalog is activated in the agent settings and that the products have clear descriptions.

Step 8: Create Templates for Mass Campaigns

To do

Mass campaigns (broadcasts) allow you to send messages to multiple contacts at once. To use this feature with the WhatsApp Business API, you need message templates approved by Meta.

Note: Mass campaigns with Meta-approved templates are only available if you connected your WhatsApp via the API (Option B in Step 2). If you use the QR code connection, you can send messages to your existing contacts, but without Meta templates.

1. Go to Bells > Templates.
2. Click on "Create template".
3. Select the category: Marketing, Utility, or Authentication.
4. Write the message content. You can include custom variables such as {{name}}, {{company}}, or {{product}}.
5. Add quick reply buttons or link buttons if you wish.
6. Submit the template for review. Meta will approve it within 24 to 48 hours.
7. Once approved, you can use it to create segmented mass campaigns.

Tips

• Marketing templates require that the contact has given prior consent (opt-in). Never send mass messages to contacts who have not given you permission.
• Use personalization variables to make each message feel unique. "Hi {{name}}, we have a special offer for you" has a better response rate than a generic message.
• Create templates for different moments in the lifecycle: welcome, follow-up, promotions, appointment reminders, and reactivation of inactive customers.
• Avoid texts that sound like spam. Meta rejects templates with aggressive sales language, excessive capitalization, or exaggerated promises.

Common problems

• My template was rejected: Check that it doesn't contain prohibited language, that the category is correct, and that it includes an opt-out option. Edit the text and resubmit.
• The messages are not being delivered: Verify that the destination numbers are in the correct international format and that your contacts have not blocked your number.

Step 9: Integrate Google Calendar

To do

If your business works with appointments (consultations, meetings, demonstrations), connecting Google Calendar allows the AI agent to automatically schedule appointments by checking the real availability of your calendar.

1. Go to Integrations > Google Calendar.
2. Click on "Connect Google account".
3. Sign in with the Google account that contains your business calendar.
4. Grant read and write permissions to your calendar.
5. Select the specific calendar where appointments will be recorded.
6. Configure availability rules: service hours, appointment duration, rest time between appointments, and non-working days.
7. Activate the scheduling function in your AI agent.

Tips

• Create a dedicated calendar for client appointments, separate from your personal calendar. This avoids conflicts and simplifies management.
• Set up automatic reminders via WhatsApp before each appointment (for example, 24 hours and 1 hour before). This significantly reduces no-shows.
• Define a buffer time between appointments (15-30 minutes) to avoid overlaps and give yourself preparation time.
• If you have multiple professionals (doctors, consultants, stylists), you can connect a calendar for each one and the agent will offer availability based on the requested service.

Common problems

• The agent offers busy hours: Verify that the connected calendar is correct and that all events are recorded there. If you use multiple calendars, make sure to connect all relevant ones.
• The appointments are not appearing on my calendar: Review the permissions granted. Google Calendar needs write permissions (not just read permissions) to create events.

Step 10: Go Live and Monitor

To do

Everything is set up. Before you start receiving real messages, perform these final checks:

1. Proof of sending and receiving: Send a test message from a personal number to your connected WhatsApp Business number. Verify that the message arrives in your Aurora Inbox.
2. AI agent test: Ask common questions, just as a real customer would. Make sure the answers are accurate and natural.
3. Scheduling test: Request an appointment via chat and verify that it appears in Google Calendar.
4. Catalog test: Request information about a product and verify that the agent sends the correct information sheet.
5. Assignment test: Verify that conversations are correctly assigned to the team according to the configured rules.
6. Activate the channels publicly: Put your WhatsApp number on your website, social media, business cards, and email signature.

Real-time monitoring

Once in production, use the Aurora Inbox reporting dashboard to monitor:

• Average first response time: How long does it take your team (or AI agent) to respond to the first message?
• AI agent resolution rate: What percentage of conversations does AI resolve without human intervention?
• CRM conversions: How many leads progress through the funnel stages until closing?
• Volume per channel: How many messages do you receive via WhatsApp, Instagram, Facebook, and TikTok?
• Customer satisfaction: Automatic surveys at the end of the conversation.

Tips

• Review the reports daily during the first week. This will allow you to quickly identify problems with the AI agent or with conversation assignment.
• Configure alerts for critical metrics: if the response time exceeds 5 minutes or if the AI agent has a high error rate.
• Ask your team for feedback after the first 3 days. They will identify workflows that can be improved.

Aurora Inbox Features Summary

Functionality	Description
Omnichannel inbox	WhatsApp, Instagram, Facebook, TikTok all in one place
AI Agents	Automated responses trained with your information
Conversational CRM	Sales pipeline with customizable stages
Product Catalog	Product listings with image, price, and description can be sent via chat.
Massive bells	Personalized messages to multiple contacts
Google Calendar	Automatic scheduling with real-time availability
Reporting and analytics	AI team and agent performance metrics
Multiagent	Multiple users accessing the same account
Automatic assignment	Rules for distributing conversations to the team
Hours of operation	Availability configuration by agent and by channel

Frequent questions

How long does it take to fully set up Aurora Inbox?

Basic setup (creating an account, connecting WhatsApp, and adding a team) takes less than 30 minutes. Full setup, including AI agent, catalog, CRM, and Google Calendar, can take between 1 and 3 hours, depending on the amount of data you need to upload. No advanced technical skills are required; all setup is done through the web panel with guided wizards.

Do I need a new phone number to connect to WhatsApp?

It depends on the connection method you choose. With the connection via QR codeYou can use your current WhatsApp number (personal or Business App) without losing it on your phone. API connectionYou can migrate your current WhatsApp Business App number to the API, but doing so will stop the app from working with that number (all messages will go exclusively to Aurora Inbox). If you prefer to keep your personal WhatsApp separate when using the API, we recommend getting a new number dedicated to business support.

Can the AI agent respond in multiple languages?

Yes. Aurora Inbox's AI agent can automatically detect the customer's language and respond in the same language. This is especially useful for businesses serving international customers or in bilingual regions. You can configure the primary language and any secondary languages allowed in the agent's instructions.

What happens if the AI agent doesn't know the answer to a question?

When the AI agent doesn't have enough information to provide an accurate response, it's configured to automatically transfer the conversation to a human agent. You can customize the transfer message and define escalation rules. The agent will never fabricate information; if it lacks data, it will inform the customer and offer the option to speak with a representative.

Can I use Aurora Inbox on my mobile phone?

Yes. Aurora Inbox has a mobile app for iOS and Android that allows agents to respond to conversations, view the CRM, and receive real-time notifications from anywhere. The experience is identical to the web version, with all features available. This is ideal for field sales teams who need to respond quickly without being at a computer.

What is the difference between connecting WhatsApp via QR code and via API?

The connection by QR code It's the fastest and simplest: you scan a code just like you would with WhatsApp Web and you're connected in seconds. It works with regular WhatsApp and doesn't require Meta business verification. The connection by WhatsApp Business API It's ideal for businesses that need to send mass campaigns with Meta-approved templates, use advanced interactive buttons, and handle high volume. You can start with QR codes and migrate to an API when needed.