What is WhatsApp capture?
WhatsApp capture brings supported WhatsApp communications into MCO eComms so they can be retained, monitored, and reviewed according to your organization’s electronic communications policy.
Overview
WhatsApp Messenger is an instant messaging service by Meta that supports individual and group communications across mobile, desktop, and web applications. WhatsApp communications can include business records that compliance teams need to preserve and supervise.
WhatsApp uses end-to-end encryption, which helps keep communications private but can make organizational capture and supervision more complex. For this reason, some organizations treat WhatsApp as an unapproved communication channel unless an approved capture method is in place.
The provider and capture method used for your organization may depend on your implementation scope, device model, user setup requirements, and whether the organization needs to support WhatsApp Business, linked-device capture, or mobile application-based capture.
Supported capture providers and options
MCO eComms supports WhatsApp capture through the following providers and capture options:
Provider | Capture option | Description |
TeleMessage | WhatsApp Cloud Archiver | Captures WhatsApp communications through a linked-device web session. |
TeleMessage | WhatsApp Phone Archiver | Captures WhatsApp communications through a separately installed WhatsApp Messenger application on the user’s device. |
FirmScribe | WhatsApp capture | Captures supported WhatsApp communications after the user completes a one-time linked-device setup through FirmScribe. |
How it works
Step | Description |
Choose a capture option | Your organization chooses either WhatsApp Cloud Archiver or WhatsApp Phone Archiver. |
Configure user access | Users are configured for capture through the selected option. |
Capture communications | Supported WhatsApp messages and content are captured through the configured capture method. |
Import communications | Captured WhatsApp communications are made available to MCO eComms for archival and review. |
Map users | Admin users map WhatsApp identities to MCO eComms user profiles. |
Archive messages | Captured WhatsApp communications are added to the MCO eComms archive. |
Apply policies | Once messages are mapped, configured retention and detection policies apply based on your organization’s setup and license limitations. |
Review communications | Compliance users can search, monitor, and review captured WhatsApp communications in MCO eComms. |
WhatsApp capture with FirmScribe
FirmScribe WhatsApp capture uses a one-time setup process to connect a user’s WhatsApp account for capture. The user opens a secure setup link, starts the WhatsApp setup process from a computer, opens WhatsApp on their mobile device, and scans a time-sensitive QR code from Settings > Linked Devices > Link Device.
After setup is complete, FirmScribe captures supported WhatsApp communications and makes them available to MCO eComms for archival and review.
WhatsApp Cloud Archiver (deprecated)
WhatsApp Cloud Archiver uses the standard WhatsApp application. Users connect their WhatsApp account as a linked device by scanning a QR code. After the account is connected, messages are captured through a parallel web session.
Each WhatsApp application on a device can be configured to only one phone number. If users need to separate personal and business communications, they can install WhatsApp Business and configure that account for capture.
WhatsApp Phone Archiver (deprecated)
WhatsApp Phone Archiver uses a separately installed version of the WhatsApp Messenger application. Communications sent or received through that application are captured automatically after installation.
The application runs on Android and iOS devices. Organizations commonly use Mobile Device Management software to manage installation and updates, but the application can also be installed individually on target devices.
Capture option comparison
Capability | WhatsApp Cloud Archiver | WhatsApp Phone Archiver | WhatsApp capture |
Capture provider | TeleMessage | TeleMessage | FirmScribe |
Capture method | Parallel connected web session. | Installed application on the phone. | Linked-device setup through FirmScribe. |
Requires app installation | No. | Yes. | No separate WhatsApp replacement app required. |
User setup method | User scans a QR code to connect WhatsApp as a linked device. | User installs and uses the capture-enabled WhatsApp application. | User opens a secure FirmScribe setup link and scans a QR code from WhatsApp Linked Devices. |
Captures text and images | Yes. | Yes. | Yes. |
Supports separation of personal and business messaging | Yes. | Yes. | Implementation-dependent. |
Supports WhatsApp Business | Yes. | No. | Implementation-dependent. |
Optional custom company recording disclaimer | No. | Yes. | No. |
Message availability
WhatsApp communications may not appear in the archive immediately after setup is complete. Availability depends on the selected capture option, user setup, transfer method, and processing schedule.
After communications are imported and mapped, they can be retained and reviewed in MCO eComms according to the policies assigned to the user.