Connect and configure numbers
The number is the shared asset. Connecting it here is what moves the conversation off a personal handset and into the business.
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WhatsApp is a shared inbox for the numbers your business publishes, attached to the customer record — so a conversation on WhatsApp is part of the account history rather than on somebody’s phone.
Try it in the demowhatsapp · 5 tasks
Before you start
- Numbers connected and configured.
- Quick replies and templates written before the volume arrives, not during it.
What WhatsApp does
A shared WhatsApp inbox attached to the customer record.
Work the shared inbox
Conversations are assigned to people, so "somebody is dealing with it" has a name. Unassigned is a state, not a default to live in.
Use quick replies and templates
Templates are what keep twenty people sounding like one business, and they are the only practical way to answer the same question at volume.
Send to many people at once
Bulk sending is a capability with a reputation attached. Whatever the platform permits, send to people who asked to hear from you.
Export conversations and reports
The export is the record for a dispute. Reports are how you find out whether the channel is answering or accumulating.
What it claims to do
The capability list this guide is written against, unabridged. Nothing above adds to it.
WhatsApp on the Communication page- Connect and configure numbers
- A shared inbox with conversations assigned to people
- Quick replies and message templates
- Send to many people at once
- Export conversations and reports
Where it connects
The modules WhatsApp hands work to, or takes it from. Most problems that look like one module are a handover between two.