Open a chat or share
A phone action opens WhatsApp with the available contact or shared content. You still complete the send there.
WHATSAPP FOLLOW-UP
Keep the conversation connected to the lead.
Use the lead’s context when following up on WhatsApp. The available action depends on your access and whether you are opening WhatsApp on the phone or using a connected business account.
Choose the action that is available.
Use the CRM conversation
The web workspace includes conversation and message workflows for a configured business account. Review the correct recipient, thread and available message option.
Check the result
Queued, accepted, delivered and failed are different states. A provider accepting a request does not prove that the buyer received it.
Set up the business account before relying on it.
Confirm account access
Identify the business account, number and person who can complete the provider setup.
Review the message type
An approved template is required to initiate a business conversation or send outside the 24-hour window after the buyer’s last message.
Check the customer preference
A blank CRM field means not recorded. It is information, not proof of permission. Respect a recorded refusal and the purpose for which the customer agreed to be contacted.
Verify an agreed delivery
Use an agreed test recipient and inspect the actual outcome before your team depends on the connection.
Know the current sign-in limitation.
SMS and WhatsApp sign-in delivery are currently blocked. The current MSG91 account cannot create WhatsApp templates. Do not treat that sign-in route as ready because a WhatsApp feature exists elsewhere in the product.
Free-form business replies are available within the 24-hour window, subject to the account and messaging rules. A personal phone action and an automated campaign are different workflows with different requirements.
Keep the record useful to the next person.
Review the saved message state and the buyer’s reply before the next follow-up. Keep sensitive customer details within the access your team is allowed to use.
Channel partners, the commission ledger, CP Connect and Buyer Connect require Professional Team or Custom.
Check one complete follow-up in the demo.
Review the lead, available message, sending requirement and recorded result together.