Technical documentation

Introduction to Lippem

User guide · Updated October 5, 2026

In V1, WhatsApp Business is the only available messaging channel. Lippem brings its conversations into a shared inbox with assignments, AI agents, and workflows.

Instagram Direct, Messenger, Telegram, and TikTok are not part of this release. We will announce those integrations when they become available.

What to do

1. In Sign up, choose a plan, enter your name, company, email, and password, and accept the terms and privacy policy.
2. Verify your email with the six-digit code. It expires in 10 minutes; you can request another after one minute or correct your email before verification.
3. Review the subscription summary and complete Stripe Checkout. Workspace access becomes available once payment is confirmed.
4. Complete initial setup: priority, business context, and next action. You can also skip it for now.
5. Sign in to Lippem App and connect WhatsApp Business from Channels.
6. Send a test message from another number and confirm it appears in the inbox.
7. Then configure an AI agent and assign it to the connected channel if you want it to reply to contacts.

Connect WhatsApp Business

User guide · Updated October 5, 2026

You need administrator access to the Meta business, WhatsApp Business Account, and number you want to connect. Number eligibility and steps depend on Meta. Keep access to that number available for any verification Meta requires.

Lippem uses Meta Embedded Signup. Authorize the account and select the number in Meta’s official window; do not share passwords or tokens by email or chat. The connection uses the whatsapp_business_management and whatsapp_business_messaging permissions approved for Lippem’s app.

What to do

1. In Lippem App open Channels and choose Connect WhatsApp.
2. Complete Meta Embedded Signup and select the correct account and number.
3. In Channels, select the number’s administrator agent if you want AI handling. Each channel keeps its own assignment.
4. Confirm the channel appears active. If number details changed, use Sync; if authorization expired or was revoked, reconnect it.
5. Send a message from another number and confirm receipt and reply in the inbox.

Set up your workspace

User guide · Updated October 5, 2026

After signup and confirmed payment, Lippem App guides you through three steps. Choose to centralize conversations, automate tasks, or prepare an AI agent. Business details are optional and can be expanded later.

Initial setup does not connect a number or activate an agent by itself. If you skip it, you still need to connect WhatsApp and configure the features you want to use.

What to do

1. Select your priority and choose Continue.
2. Add your business description, audience, and tone; save and continue.
3. Choose Connect a channel, Add knowledge, or Explore the dashboard and enter your workspace.
4. To expand the context, open Knowledge base and complete the Company profile as an Owner or Admin.

Sign in and recover access

User guide · Updated October 5, 2026

Sign in with your account email and password. Remember me keeps the session in this browser; use it only on a trusted device. An account awaiting payment returns to signup to complete verification or Checkout.

Password recovery sends a link to your account email. If your user is suspended or you lack access to a section, ask your workspace administrator for help.

What to do

1. Open Sign in and enter your credentials.
2. If you forgot your password, choose password recovery, check your email, and set a new password through the link.
3. From Settings → Security you can request a password change and close all sessions. You will need to sign in again.

Review the dashboard and metrics

User guide · Updated October 5, 2026

Home shows your workspace metrics, WhatsApp status, recent contacts, and quick actions. Select a period to view its activity. A new workspace may show zero values until data exists.

A channel shown as connected does not prove that a message was delivered. Confirm receipt and reply with a real test from another number. If the dashboard does not load, use Retry or request the necessary permissions.

What to do

1. Open Home and choose the period you want to review.
2. Review metrics and WhatsApp status; connect a channel if you do not have one yet.
3. Use Open conversations and quick actions to continue handling messages or configuring your workspace.

Manage contacts and consent

User guide · Updated October 5, 2026

Contacts brings together the details of people you serve, their tags, and WhatsApp consent. You can search, filter, create or edit contacts and, when your role allows it, delete them. Recording a phone number does not grant permission to send messages.

CSV imports accept up to 5,000 contacts per file. Review the columns shown in the dialog and the preview; repeated phone numbers update existing contacts. Consent is recorded by purpose, with a status, source, and evidence note.

What to do

1. Open Contacts, search for a person, or choose Create contact.
2. Enter the name, phone number with country code, email, and tags; save your changes.
3. To import, choose Import contacts, upload the CSV, and review the rows before confirming.
4. In the details, record Marketing or Service consent, its status, and how it was obtained. Update it if consent is denied or revoked.

Prepare the knowledge base

User guide · Updated October 5, 2026

The library lets you upload information once and choose which agents can consult each collection. The Company profile contains your description, products and services, audience, tone, business hours, critical policies, and human escalation rules. Owners and Admins can edit that profile.

You can add PDF, Word (.docx), TXT, Markdown, or CSV files, or paste text. Each source must be processed before an agent can use it. Review its status and retry if processing fails. Collection, source, file size, and storage limits apply across the company according to its plan.

What to do

1. Open Knowledge base and complete the Company profile with verified information.
2. Create a collection with a name and description; select the agents with access.
3. Upload a file or add text and wait for processing to finish.
4. Test questions with the agent, correct outdated information, and review limits before adding more sources.

Manage WhatsApp calls

User guide · Updated October 5, 2026

In Settings → WhatsApp, select a channel and open Calls. Availability depends on the feature being enabled for your workspace and on the number’s eligibility and permissions in Meta. Allow browser microphone access to talk.

The call center lets you accept or reject incoming calls, mute your microphone, hang up, and review history by direction. To call a customer, request and check their permission first. AI voice also depends on agent settings, the provider, and available credits.

What to do

1. As an Owner or Admin, select the channel in Settings → WhatsApp and open Calls.
2. Enable calls if the channel supports them and grant microphone access.
3. To call, enter the phone number with country code, request permission, and check its status before starting.
4. During the call use Mute or Hang up; afterward review history and filter by incoming or outgoing calls.

Configure AI agents

User guide · Updated October 5, 2026

For an agent to send messages, first connect WhatsApp Business from Channels and link the agent to that channel. Agents use the instructions and business information you configure. A generated reply can be wrong; review representative cases before enabling an agent for real contacts.

Owners and Admins can create and edit agents from AI and agents. Set a name, description, instructions, and availability; the details show settings and linked knowledge. For voice, configure maximum duration and the customer turn limit. Activating an agent uses one slot from your plan’s active agent limit.

Define when a person should take over. Review AI credit usage in Billing, and avoid placing secrets or unnecessary personal data in the knowledge base.

What to do

1. Connect WhatsApp Business from Channels and confirm the number receives messages.
2. Define the agent’s goal, instructions, and limits, then assign it to the connected channel.
3. In Knowledge base, link the required collections to the agent and wait for sources to finish processing.
4. Test common questions and difficult cases; review replies before enabling automatic handling.
5. Configure human handoff and supervise the first conversations.

Handle conversations

User guide · Updated October 5, 2026

Incoming messages for the connected number appear in the inbox. Your team can review the history and assign an owner. Available files and statuses depend on what WhatsApp Cloud API provides.

Search by name, phone, or message and filter by channel and status. In each chat you can view contact details, review received images and files, and play voice notes. AI agent mode uses the channel’s agent; Advisor pauses AI so a person can handle the chat. Owners, Admins, and Agents can reply according to conversation permissions.

A free-form reply is allowed within the customer service window opened by the contact’s latest message. Outside that window, use an approved template and check applicable consent.

In conversation details, users with AI permission can review the knowledge sources and excerpts used for the latest reply. Advanced options allow deleting messages or the conversation from Lippem; review the confirmation scope before removing history.

What to do

1. Open a conversation and review the latest message and its owner.
2. To start a chat, use New conversation, select the channel and contact, and review consent and the template before sending.
3. Assign the conversation to an enabled teammate or agent as appropriate.
4. To handle the chat personally, select Advisor and take or assign the pending conversation. Switch back to AI agent when appropriate.
5. Reply within the permitted window or select an approved template.
6. Check the delivery status and ask the contact to confirm receipt if this is a test.

Templates and consent

User guide · Updated October 5, 2026

Lippem checks a 24-hour window from the most recent incoming message for free-form replies. Once it closes, sending requires a WhatsApp template approved by Meta. Templates under review or rejected cannot be sent.

The customer must obtain and retain required consent before contacting users, especially for marketing messages. Honor opt-out requests and WhatsApp policies. Provider limits and charges may vary by message type.

What to do

1. As an Owner or Admin, open Settings → WhatsApp, select the channel, and review Templates. Refresh statuses if needed.
2. If you need a new template, create one or start from Meta’s library and wait for approval.
3. Before sending, confirm the category, language, parameters, and contact consent.

Create workflows

User guide · Updated October 5, 2026

Workflows connect conversation events to conditions and actions. Configure them within WhatsApp rules and avoid automated replies the contact did not request.

In Automations you can create, edit, activate, pause, or delete workflows according to your role. The editor supports triggers for received messages or newly created conversations, text conditions, and actions to send messages, generate an AI reply, assign an agent, wait, or call a webhook. Delays support 1 to 30 seconds.

What to do

1. Define the event that starts the flow and the conditions that limit it.
2. Add nodes and choose where to connect them. For conditions, use Contains text, Equals text, Regular expression, or Always true.
3. Add actions and a clear path to a person.
4. Save the settings and test the flow with a controlled contact. Check the result in Conversations and pause the workflow if you need to correct it.

Plans, Stripe, and AI credits

User guide · Updated October 5, 2026

Signup starts by creating your account and password in Sign up, verifying your email with a code, and reviewing the subscription before paying through Stripe Checkout. An account awaiting payment does not grant workspace access. You can sign in with your credentials to resume signup or a pending payment.

Each plan includes an active AI agent limit and a credit allowance per period. One Lippem credit equals USD 0.001 of measured AI cost. When no balance remains, new AI operations do not start; an already admitted operation completes and may record overage. Taxes and provider charges may apply separately where applicable.

Plan and billing shows subscription status, available, used, and included credits, reservations for ongoing operations, the period end, and usage awaiting reconciliation when present. Review payment and balance alerts; when credits run out, continue with human handling.

What to do

1. Compare plans and verify the final amount before confirming payment in Stripe.
2. If the verification code does not arrive, check spam, confirm your email, and request another once the one-minute wait ends. Use the most recent code.
3. If you are the Owner, open Plan and Billing in the App to review usage, overage, and pending items, or manage your payment method, invoices, and cancellation in the Stripe portal.

Security and privacy

User guide · Updated October 5, 2026

Grant each teammate only the access they need. WhatsApp connection is authorized in Meta and Lippem stores the provider token encrypted. Do not send passwords, tokens, full customer numbers, or private files to support.

When WhatsApp is disconnected, Lippem requests webhook unsubscription and removes the reusable token from active systems. Disconnection does not erase history; see the data deletion instructions to request that.

What to do

1. Review workspace users and roles.
2. If you will no longer use a number, disconnect it from Channels.
3. For data access, correction, or deletion, read the privacy policy and contact support.

Manage company, users, and roles

User guide · Updated October 5, 2026

Owners and Admins access Company and Users from Settings. The user editor lets you enter a name, email, role, and password. Review each teammate’s access and active status; the Owner account is protected and deleting other users is reserved for the Owner.

Plan and billing and Workspace data are reserved for the Owner. WhatsApp administration and creating or editing agents require Owner or Admin access. Permission to reply to conversations does not automatically grant company settings access.

What to do

1. In Settings → Company, review and update your organization’s details.
2. In Settings → Users, create a user with the required fields and appropriate role.
3. Search or filter teammates, open their details, and edit their information or access when responsibilities change.
4. Check that each teammate can perform their role’s tasks before assigning conversations.

Customize profile, language, and notifications

User guide · Updated October 5, 2026

Settings → My profile lets you update editable account information. In Preferences you can choose a light or dark theme and Spanish or English. The App initially detects your browser language and you can change it manually.

In Notifications you can adjust important alerts, assignments and mentions, and product news. These preferences are saved on the device; they do not by themselves represent an email subscription or guarantee notification delivery.

What to do

1. Open My profile, change the enabled fields, and choose Save changes.
2. Open Preferences and select the theme and language you want to use.
3. Open Notifications and adjust the switches on each device you use.

Request data export or deletion

User guide · Updated October 5, 2026

The Owner can open Settings → Workspace data and request an export by emailing support. This is a request handled by the team, not an automatic download. Check data retention before deleting critical information or closing your workspace.

Disconnecting a channel, deleting a contact, and canceling a subscription are separate from requesting deletion of all data. The Activity section currently shows an informational state and should not be used as a complete audit log.

What to do

1. As the Owner, open Settings → Workspace data and choose Request export.
2. Review the email before sending it and identify the workspace and request scope without including credentials.
3. For deletion or closure, read the data deletion instructions and coordinate with support.

Use the assistant and contact support

User guide · Updated October 5, 2026

Open Support chat in the navigation or Settings → Help and support to ask the Lippem assistant. It answers usage questions using public guides and can check saved channel, agent, workflow, and knowledge metadata from your workspace according to your permissions. Billing details are shown only to the Owner.

The assistant can make mistakes. Read the sources included with its reply and confirm results on the relevant screen. A saved status does not confirm actual message delivery. Do not paste credentials, private conversations, or customer files into your question.

What to do

1. Open the chat and enter a specific question about a feature or setting.
2. Review the reply and its sources. Use New to start another question or Retry if it fails.
3. If you need a person, email support@lippem.com with the workspace, action, time, and error, without sensitive data.

Check which features are available

User guide · Updated October 5, 2026

Standard navigation includes Home, Conversations, Contacts, Automations, AI and agents, Knowledge base, Channels, and Settings. Billing is shown to the Owner. Availability also depends on your plan and the features enabled for your workspace.

WhatsApp Business is the V1 messaging channel. Other integrations, social content, and marketing tools are not part of standard navigation for this release. If your workspace has additional access, confirm its scope and requirements with support before using it. Sales and commerce are not available as operational modules in this navigation.

What to do

1. Check your role and ask your administrator if an action or section is missing.
2. Review knowledge limits in the library and, as the Owner, your plan and usage in Billing.
3. For additional features or provider permissions, confirm enablement with support and run a controlled test.

Troubleshoot WhatsApp

User guide · Updated October 5, 2026

If connection fails, check access to the correct Meta account and number, then repeat Embedded Signup. If the channel appears active but messages do not arrive, sync it and test from another number. If you cannot reply, check the 24-hour window, template status, and consent.

For support, provide the workspace, affected channel, approximate time with time zone, attempted action, and error message. Do not share passwords, tokens, full messages, or contact personal data.

What to do

1. Check channel status and whether authorization is still valid.
2. Repeat the receive and send test; note the time and result.
3. If the issue persists, email support@lippem.com with the non-sensitive details above.