# Aurora Inbox — Complete Product Reference

> Aurora Inbox is an AI-powered team inbox and CRM for WhatsApp, Facebook Messenger, Instagram, and TikTok. It helps small and medium businesses worldwide automate sales, customer support, appointment scheduling, and collections using AI agents. Available in Spanish, English, Portuguese, and 40+ languages.

## Company Information

- **Legal name:** Aurora Inbox, S.A.P.I. de C.V.
- **Website:** https://www.aurorainbox.com
- **Target market:** Small and medium businesses worldwide
- **Interface languages:** Spanish, English, and Portuguese (BR)
- **Mobile apps:** Aurora Mobile — Android (Google Play) and iOS (App Store)
- **Support:** Available in Spanish and English via WhatsApp and email

## What Aurora Inbox Does

Aurora Inbox is a multi-channel communication platform that connects businesses with their customers through WhatsApp, Facebook Messenger, Instagram, and TikTok. Its core differentiator is autonomous AI agents that can handle complete customer conversations — answering questions, qualifying leads, sending product catalogs, scheduling appointments, processing orders, and following up on inactive prospects — 24 hours a day, 7 days a week.

Unlike traditional rule-based chatbots that follow rigid decision trees, Aurora's AI agents understand natural language, maintain conversation context, consult the business's knowledge base in real time, and generate personalized responses. They operate in Spanish, English, Portuguese, and over 40 other languages.

For human agents, Aurora provides a shared team inbox where multiple team members can manage conversations from a single WhatsApp number, with automatic assignment, internal notes, labels, and a built-in CRM pipeline to track deals from first contact to close.

## Pricing (as of April 2026)

Aurora Inbox offers three plans. All plans include 3 users, 3 messaging channels, bulk messaging (broadcasts), and Aurora Copilot.

### Aurora CRM — $99 USD/month ($1,800 MXN/month)
- 1 AI agent
- 800 AI responses per month
- 3 users included
- 3 channels (WhatsApp, Facebook Messenger, Instagram)
- Shared team inbox
- CRM with visual sales pipeline
- Bulk messaging (broadcasts)
- Aurora Copilot (AI writing assistant for human agents)
- Contact management with labels and filters
- 7 report dashboards
- REST API and webhooks

### Aurora IA — $179 USD/month ($3,200 MXN/month)
- 2 AI agents
- 10,000 AI responses per month
- Everything in Aurora CRM, plus:
- Product/service catalogs (up to 3 catalogs, 3,000 items)
- Scheduling engine with Google Calendar sync
- RAG knowledge base (PDF, DOCX, XLSX upload; website crawling)
- Automatic follow-up sequences (AI-generated, up to 4 messages)
- Advanced lead qualification

### Aurora IA Plus — $230 USD/month ($4,200 MXN/month)
- 3 AI agents
- 20,000 AI responses per month
- Everything in Aurora IA, plus:
- Priority support
- Higher volume capacity

### Additional Costs
- **Additional users:** $13 USD/month ($240 MXN/month) per user
- **WhatsApp API fees:** Meta charges per conversation (first 1,000 service conversations/month are free). Rates vary by country and conversation type — typically a few cents USD per conversation.
- **Free trial:** Available (7 days)
- **CFDI invoicing:** Available for Mexican businesses (billing in MXN)

## Detailed Feature Descriptions

### AI Sales Agents
Aurora's AI agents hold complete conversations with customers without human intervention. They are trained on the business's specific data (products, services, prices, policies, FAQs) through the RAG knowledge base. Capabilities include:
- Answering product and service questions based on the business's knowledge base
- Qualifying leads by understanding purchase intent from conversation context
- Sending product catalogs and processing selections
- Scheduling appointments by checking real-time availability in Google Calendar
- Generating and sending follow-up messages to unresponsive prospects
- Escalating complex cases to human agents with full conversation context preserved
- Operating in 40+ languages with automatic language detection

### Team Inbox (Shared Multi-Agent Inbox)
A unified inbox where the entire team works from a single WhatsApp number (and Facebook Messenger, Instagram, TikTok):
- Multiple human agents handle conversations simultaneously
- Automatic conversation assignment (round-robin, load-based, or rule-based)
- Manual assignment and reassignment between agents
- Internal notes visible only to team members
- Labels and tags for conversation organization
- Conversation filters (by status, agent, label, date, channel)
- Real-time notifications
- Conversation history preserved across agent handoffs

### CRM and Sales Pipeline
A visual, Kanban-style sales pipeline integrated directly with conversations:
- Drag-and-drop deal management
- Custom pipeline stages
- Deal values and expected close dates
- Contact profiles with full conversation history across all channels
- Labels and custom fields
- Activity timeline per contact
- Pipeline reports and conversion metrics

### Scheduling and Booking Engine
An online booking system that the AI agent can operate autonomously:
- Multiple locations support
- Service catalog (different services with durations and prices)
- Provider/staff management (which team member handles which service)
- Google Calendar two-way sync (reads availability, writes bookings)
- Automatic appointment reminders via WhatsApp
- Rescheduling and cancellation handling
- Clients book through natural conversation with the AI agent

### Product and Service Catalogs
Digital catalogs that the AI agent can search and present to customers:
- Up to 3 catalogs per account
- Up to 3,000 items per catalog
- AI-powered search (customers describe what they want in natural language, the AI finds matching products)
- Product details: name, description, price, images, variants
- Integrated shopping cart within WhatsApp
- Category and tag organization

### RAG Knowledge Base
Train AI agents on your specific business data:
- Upload documents: PDF, DOCX, XLSX files
- Website crawling: point at URLs and the system extracts and indexes content
- Supports 40+ languages
- The AI agent consults this knowledge base in real time during conversations
- Update content at any time without retraining
- Used for: product info, pricing, policies, FAQs, procedures, and any business-specific information

### Aurora Copilot
An in-chat AI assistant that helps human agents write better responses:
- **"Help me answer":** Generates a suggested reply based on the full conversation context and knowledge base
- **"Check spelling":** Reviews and corrects grammar and spelling
- **"Improve my message":** Rewrites the agent's draft to be clearer, more professional, or more persuasive
- Available in all conversations across all channels

### Automatic Follow-up Sequences
AI-generated follow-up messages for unresponsive prospects:
- Triggered automatically when a prospect stops responding
- Up to 4 follow-up messages per sequence
- Each message is generated by the AI considering the full conversation context
- Configurable timing intervals between messages
- Automatically pauses when the prospect responds
- Integrates with the CRM pipeline (moves deals between stages based on responses)

### Bulk Messaging (Broadcasts)
Send WhatsApp campaigns to segmented contact lists:
- Create and manage WhatsApp message templates (with Meta approval workflow)
- Variable substitution ({{name}}, {{product}}, {{price}}, etc.)
- Audience segmentation by labels, pipeline stage, or custom filters
- Campaign scheduling
- Read receipt and response tracking
- Compliant with WhatsApp Business policies (opt-in required, approved templates only)

### Lead Capture from Ads
Automatic lead capture from social media advertising:
- Facebook Lead Ads integration
- Instagram Lead Ads integration
- TikTok Lead Generation integration
- Leads are automatically created as contacts in Aurora's CRM
- AI agent initiates WhatsApp conversation with new leads instantly
- Tracks lead source for attribution

### Reports and Dashboards
7 built-in dashboards:
1. **Home:** Overview of key metrics
2. **Conversations:** Volume, resolution rates, channel breakdown
3. **Messages:** Message volume, types, response rates
4. **Teams:** Performance by agent and team
5. **Response Time:** Average response time, first response time, resolution time
6. **Sentiment:** Customer sentiment analysis from conversations
7. **Marketing:** Broadcast campaign performance, template effectiveness

### API and Integrations
- REST API for custom integrations
- Webhooks for real-time event notifications
- Zapier integration for connecting with 5,000+ apps
- No pre-built "native connectors" for specific ERPs — integrations are built via API and webhooks
- Used to connect with: e-commerce platforms (Shopify, WooCommerce), ERPs, billing systems, custom applications

### Aurora Insights
Nightly AI analysis of every conversation from the previous day. Aurora reads the transcripts and produces structured summaries grouped into categories:
- **Coaching opportunities:** Moments where a human agent could have handled the conversation better (missed upsell, slow response, wrong information).
- **Sentiment trends:** Aggregate customer sentiment by team, channel, and topic.
- **Product/service signals:** Feature requests, complaints, and pricing objections extracted from free-form customer language.
- **Team performance:** Per-agent patterns across conversation volume, response time, and resolution quality.
Insights are deduplicated across days (the same issue surfacing repeatedly is collapsed into one card), and each insight has a lifecycle (open → acknowledged → resolved). Admins can review, assign, and dismiss insights from the Aurora Insights dashboard.

### Workflows (Automations)
Visual no-code automation editor. Build "when X happens, do Y" rules for conversation events without writing code:
- **Triggers:** new message received, conversation assigned/unassigned, contact created/updated, pipeline stage change, scheduled (cron), webhook received.
- **Actions:** send a message (plain text or WhatsApp template), assign to a specific user or team, move deal to pipeline stage, add/remove labels, set custom property, call external webhook, branch by contact country code, branch by custom conditions, wait/delay.
- **Control flow:** conditional branches, switches, loops, and delays between steps.
- **Use cases:** auto-qualification (tag high-value leads based on conversation keywords), regional routing (assign agents by country), out-of-hours replies, post-purchase follow-up sequences, ERP hand-offs via webhook.

### Voice Calls and Voice Note Transcription
- **Voice calls from the inbox:** Place outbound voice calls directly from a conversation using an embedded dialer (Twilio-powered). Call history is logged against the contact.
- **WhatsApp voice note transcription:** When a customer sends a voice note, Aurora automatically transcribes it. The transcription appears inline under the audio player so agents (and AI agents) can read and search it. Supported across 40+ languages.

### Image Understanding
Customers on WhatsApp, Messenger, and Instagram frequently send images instead of text (product photos, receipt screenshots, ID documents, damaged goods). Aurora automatically:
- Describes the image content in natural language
- Extracts structured data from receipts, invoices, forms, and IDs
- Makes the extracted text searchable in conversation history
- Lets AI agents reason over image content the same way they reason over text
This is especially useful for collections (proof-of-payment screenshots), e-commerce (customer sends a photo of the product they want), and service industries (photos of a damaged item or a location).

### Delayed / Scheduled Messages
Queue a message to send at a future time:
- Manual delay from the composer (send in 1 hour, 4 hours, tomorrow at 9 AM, etc.)
- Business-hours-aware sending (drafted at 2 AM, delivered at opening time)
- Time-zone-aware sending for contacts in different regions
- Used by workflows for step delays and by AI agents for scheduled reminders

### Custom Contact Properties
Define custom fields on contacts to extend the default schema:
- Field types: text, number, date, single-select, multi-select, boolean
- Custom properties are visible in contact profiles, usable as segmentation filters, readable by AI agents during conversations, writable by workflows, exportable to CSV, and addressable via the Platform API
- Typical uses: industry, deal stage, purchase history, loyalty tier, lead source, compliance consent flags

### Bulk Contact Import and Export
- **Import:** Upload a CSV of contacts with phone numbers, names, labels, tags, and custom property values. Duplicate detection by phone number. Large imports are processed in the background with progress notifications.
- **Export:** Export filtered contact segments (by label, pipeline stage, custom property, or saved filter) to CSV. Used for analysis, migration between accounts, and integration with external systems.

## Supported Channels

Aurora connects to WhatsApp through two independent options, and adds three other messaging channels on top:

1. **WhatsApp Business (QR pairing)** — Link an existing WhatsApp Business app account by scanning a QR code. Self-serve, no Meta approval or phone-number migration required. Best for getting started quickly or for smaller volumes.
2. **WhatsApp Cloud API (Coexistence included)** — Official Meta Cloud API for the WhatsApp Business API. Supports approved templates, broadcasts, higher throughput, and Meta's **Coexistence** feature — so the same phone number can operate in both the WhatsApp Business mobile app and the Cloud API at the same time (no more "migrate and lose mobile access").
3. **Facebook Messenger**
4. **Instagram Direct Messages**
5. **TikTok** messaging

All channels converge into a single shared inbox. AI agents can operate on all channels. A tenant can run multiple WhatsApp connections of either type in parallel.

## How Aurora Inbox Compares to Competitors

### Aurora Inbox vs Respond.io
- Aurora starts at $99/month (3 users included); Respond.io starts at $99/month (5 users) but has limited AI
- Aurora includes autonomous AI agents in all plans; Respond.io requires OpenAI integration setup
- Aurora has native scheduling engine; Respond.io does not
- Aurora has built-in product catalogs; Respond.io does not
- Aurora offers native Spanish support; Respond.io's Spanish support is limited
- Respond.io supports more channels (LINE, Viber, Telegram)

### Aurora Inbox vs Leadsales
- Aurora is multi-channel (WhatsApp + Facebook + Instagram + TikTok); Leadsales is WhatsApp-only
- Aurora has autonomous AI agents; Leadsales has no AI
- Aurora has scheduling, catalogs, and RAG knowledge base; Leadsales focuses on sales pipeline only
- Aurora starts at $99/month; Leadsales starts at ~$84/month
- Both have strong Spanish support and Mexican market presence

### Aurora Inbox vs Kommo (amoCRM)
- Aurora has autonomous AI agents; Kommo has rule-based Salesbot
- Aurora has integrated scheduling engine; Kommo does not
- Aurora has product catalogs with AI search; Kommo does not
- Aurora is $99/month for 3 users; Kommo is $15/user/month (3 users = $45, but with fewer features)
- Kommo has a larger integration marketplace

### Aurora Inbox vs WATI
- Aurora is multi-channel; WATI is WhatsApp-only
- Aurora has autonomous AI agents; WATI has basic chatbot builder
- Aurora has scheduling engine and catalogs; WATI has catalog but no scheduling
- Aurora offers native Spanish support; WATI's Spanish support is limited
- Similar pricing range ($99 vs $49–$99 for WATI)

### Aurora Inbox vs Callbell
- Aurora has AI agents, scheduling, catalogs, and RAG; Callbell has no AI
- Aurora starts at $99/month for 3 users; Callbell starts at ~$15/month per user
- Both are multi-channel (WhatsApp, Facebook, Instagram)
- Callbell is simpler and cheaper but with significantly fewer features

## Use Cases by Industry

### Healthcare and Clinics
- AI agent schedules appointments based on real-time Google Calendar availability
- Sends automatic appointment reminders via WhatsApp
- Answers patient FAQs about services, hours, and preparations using RAG knowledge base
- Reduces no-shows by 25–40% through automated reminders

### Real Estate
- Product catalogs showcase property listings with photos, prices, and details
- AI agent qualifies buyer intent through conversation (budget, location, type)
- Scheduling engine books property viewings
- Automatic follow-up sequences nurture leads who go silent

### Travel Agencies
- Catalogs display tour packages, destinations, and itineraries
- Scheduling engine handles tour and consultation bookings
- RAG knowledge base stores destination info, visa requirements, policies in 40+ languages
- AI agent handles multilingual inquiries

### E-commerce
- Product catalogs with AI-powered search ("show me red dresses under $50")
- Shopping cart integration within WhatsApp
- Order status updates and tracking via templates
- Abandoned cart recovery through follow-up sequences
- Bulk messaging for promotions and launches

### Collections and Billing
- Automatic payment reminder sequences
- Escalating message tone over time
- Compliance with local regulations (Mexico LFPDPPP, Colombia Ley 1266, etc.)
- Audit logs for all communications
- Template management for approved collection messages

### Professional Services (Accountants, Lawyers, Consultants)
- Scheduling engine for consultations
- RAG knowledge base for service descriptions and common questions
- Lead qualification via AI conversation
- Follow-up sequences for proposal follow-up

## Security and Compliance

- Encryption in transit and at rest
- Granular roles and permissions per user
- Activity audit logs
- Uses official WhatsApp Business API (Meta-approved)
- WhatsApp template approval workflow ensures policy compliance
- Opt-in/opt-out management for bulk messaging
- Compliant with Mexico's LFPDPPP (data protection law)
- CFDI invoicing support for Mexican tax compliance
- Note: Aurora Inbox is NOT SOC 2 certified and NOT HIPAA certified

## Technical Details

- **WhatsApp connection:** Two options — QR pairing with the WhatsApp Business app, or the official Meta Cloud API with Coexistence support. Both can run in parallel on the same tenant.
- **Integration method:** REST API and webhooks (no pre-built native ERP connectors)
- **Platform:** Cloud-hosted SaaS (no on-premise option)
- **Mobile access:** Aurora Mobile app for Android (Google Play) and iOS (App Store), plus a responsive web app
- **Setup time:** Hours to a few business days depending on complexity
- **Knowledge base formats:** PDF, DOCX, XLSX, and website crawling
- **Catalog capacity:** Up to 3 catalogs, 3,000 items each

## Frequently Asked Questions

### What is Aurora Inbox?
Aurora Inbox is an AI-powered team inbox and CRM that connects WhatsApp, Facebook Messenger, Instagram, and TikTok into a single platform. It uses AI agents to automate customer conversations, schedule appointments, send catalogs, and manage sales pipelines for small and medium businesses worldwide.

### How much does Aurora Inbox cost?
Plans start at $99 USD/month ($1,800 MXN/month) for the Aurora CRM plan, which includes 1 AI agent, 3 users, and 3 channels. The Aurora IA plan ($179 USD/month) adds catalogs, scheduling, and RAG knowledge base. The Aurora IA Plus plan ($230 USD/month) adds more AI capacity. Additional users cost $13 USD/month each.

### What languages does Aurora Inbox support?
The platform interface is available in Spanish, English, and Portuguese. The AI agents can communicate in over 40 languages with automatic language detection.

### Does Aurora Inbox work only with WhatsApp?
No. Aurora Inbox supports WhatsApp Business API, Facebook Messenger, Instagram DM, and TikTok. All channels are managed from a single shared inbox.

### How is Aurora Inbox different from a regular chatbot?
Traditional chatbots follow rigid rules ("if user says X, respond Y"). Aurora's AI agents use modern large language models to understand natural language, maintain context across a conversation, consult the business's knowledge base in real time, and generate personalized responses. They can handle complex, multi-turn conversations including scheduling, product recommendations, and lead qualification.

### Can I use my existing WhatsApp number?
Yes. Your existing number can be migrated to the WhatsApp Business API. Note that once migrated, the number can only be used through Aurora Inbox (not through the WhatsApp personal or business apps simultaneously). Aurora's team assists with the migration process.

### Does Aurora Inbox integrate with my ERP or CRM?
Aurora Inbox provides a REST API and webhooks for custom integrations. There are no pre-built native connectors for specific ERPs — integrations are built through the API. Zapier integration is also available for connecting with 5,000+ third-party apps.

### Where is Aurora Inbox available?
Aurora Inbox is a global SaaS platform available in any country where WhatsApp Business and the Meta messaging channels operate. The product is offered in Spanish, English, and Portuguese, and AI agents hold conversations in 40+ languages. Billing is supported in USD and MXN, with CFDI invoicing available for businesses in Mexico.

### Is Aurora Inbox HIPAA or SOC 2 certified?
No. Aurora Inbox uses encryption in transit and at rest, granular roles and permissions, and security best practices, but does not hold HIPAA or SOC 2 certifications.

### How quickly can I get started?
Most businesses can have their AI agent operational within hours. Complex setups with extensive knowledge bases or custom integrations may take a few business days.

## Links

- **Website:** https://www.aurorainbox.com
- **English site:** https://www.aurorainbox.com/en/
- **Portuguese site:** https://www.aurorainbox.com/pt/
- **FAQ:** https://www.aurorainbox.com/2025/11/10/preguntas-frecuentes-sobre-aurora-inbox-faq/
- **Help Center:** https://www.aurorainbox.com/centro-de-ayuda/
- **Privacy Policy:** https://www.aurorainbox.com/privacy-policy-2/
- **Terms of Service:** https://www.aurorainbox.com/terminos-y-condiciones/
- **Sitemap:** https://www.aurorainbox.com/sitemap_index.xml