WhatsApp

Chat with customers on WhatsApp, send approved promotions to segments of your CRM, and automate follow-ups — all linked to your leads. Connect a provider first: WhatsApp.

The WhatsApp page

Tiles show conversations waiting for a reply, messages in the last 30 days, broadcast messages sent with delivery and read rates, replies to broadcasts, and how many contacts you can reach (leads with a phone number who haven’t opted out). Tabs: Overview, Broadcasts, Templates, Settings.

Conversations

Incoming WhatsApp messages appear in the Social inbox (filter WhatsApp), matched to the lead with the same phone number, and are added to the lead’s timeline. AI replies work here too.

You can reply freely within 24 hours of the customer’s last message. After that, WhatsApp only allows an approved template — the inbox shows a template picker instead of the reply box. To message a lead first, open the lead in Leads & CRM and use WhatsApp → Send a template.

Templates

1. WhatsApp → Templates → New template.
2. Describe the goal (for example “Diwali offer: 20% off whitening this week”) and click Write — or write it yourself.
3. Choose the category: Marketing (offers, announcements), Utility (reminders, order updates) or Authentication (codes).
4. Use {{1}}, {{2}}… for personal details and give example values. The preview shows how it will look.
5. Click Submit for approval. WhatsApp usually reviews within minutes to a day; Sync from WhatsApp updates the status.

Already have approved templates? Click Sync from WhatsApp (Meta Cloud API and 360dialog), or add them by name and tick Already approved.

Broadcasts

1. New broadcast, give it a name and pick an approved template.
2. Fill the variables. Use {first_name}, {name} or {company} to personalise from each lead, or fixed text.
3. Choose who gets it: lead status, temperature, source, tag, how recently they were added — and/or paste extra numbers (phone, name per line). Click Count recipients. People who opted out and duplicate numbers are always excluded; 10-digit numbers get the default country code (91).
4. Send now, or set a time and Schedule. Set messages per minute to stay within your provider’s limits.

Each broadcast shows sent, delivered, read, replied and failed — overall and per contact. Pause, resume or cancel while it’s sending. Replies arrive in the inbox like any conversation.

Important: Only message people who agreed to hear from you on WhatsApp. Sending marketing to people who didn’t opt in gets numbers blocked and lowers your quality rating.

Opt-outs

When someone replies STOP (or unsubscribe, opt out, cancel), they’re marked as opted out on their lead and get your opt-out reply (edit it in WhatsApp → Settings). START subscribes them again. Opted-out contacts are skipped by every broadcast.

Automations

• Nurture sequences can include WhatsApp steps — see Sequences.
• CRM automations can send a WhatsApp template when a lead is created or changes — see Automations.