Open WhatsApp
A phone share or open-chat action takes you to WhatsApp. The message still needs to be sent there; opening the app does not confirm delivery.
BROKER GUIDE · UPDATED 10/09/2026
Follow up where the buyer is already talking.
Keep the buyer’s context and next action with the lead. The WhatsApp action available to you depends on your access, the workspace connection and the message you want to send.
Start with the available action.
Connecting your number
Linking an eligible WhatsApp Business number needs Meta approval and setup. Sending from the CRM is not offered.
Check the customer’s preference
Review any recorded permission or refusal before acting. Do not change a buyer’s preference simply because you need to follow up.
Check templates and message readiness.
WhatsApp requires an approved template to initiate a business conversation or send outside the 24-hour window following the customer’s last message. Free-form replies are available within that window, subject to the account and messaging rules.
A blank consent field means “not recorded”; it is not a record of permission. Confirm the customer’s messaging preference and respect a recorded refusal.
SMS registration and WhatsApp message templates are separate setup items. The current MSG91 account cannot create WhatsApp templates, so that route cannot be treated as ready for delivery.
Read the actual message status.
Review the recipient and context
Use the lead’s current contact details and keep the purpose of the message clear.
Choose an available message option
If the workspace offers a template, check its content and variables before sending.
Check what happened
Queued, accepted, sent, delivered and failed describe different events. A request accepted by a provider is not proof the buyer received it.
Record the next action
Follow up on a delivery failure or the buyer’s reply. Avoid repeated sends while the first result is unclear.
Using CP Connect?
Channel partners, the commission ledger, CP Connect and Buyer Connect require Professional Team or Custom.
The external partner portal does not grant every action available to an internal CRM seat. Confirm the available workflow with the builder, including the current sign-in delivery limitations.
Verify one real workflow before rollout.
Check the recipient, available template, delivery result and follow-up record with your team.