WhatsApp conversations
Convertly’s WhatsApp integration uses the official Meta Cloud API to keep business conversations near your lead records.
What you can do
Section titled “What you can do”- Work with one or multiple connected business-number inboxes.
- Review conversations and the related lead context.
- Use saved quick replies and supported message templates.
- Send supported images and PDFs when media handling is available.
- Start a conversation from a lead or reply to a specific message where supported.
Cloud API messaging is separate from Android cellular call tracking. This does not provide WhatsApp calling, groups, or a campaign/broadcast builder.
Connect a business number
Section titled “Connect a business number”A workspace Admin starts from Integrations → WhatsApp and follows the guided connection shown in the app. Use the intended Meta business and WhatsApp business account, then review the connected number and its readiness.
Do not assume that a number already used in another WhatsApp setup can be connected unchanged. Check the current onboarding requirements with support before migrating a production number.
Daily workflow
Section titled “Daily workflow”- Open WhatsApp.
- Select the appropriate inbox or the combined inbox view.
- Open the conversation and check the customer and linked lead.
- Review previous messages before composing.
- Check the recipient, sending number, and any attachment, then send.
- Record the next task or follow-up on the lead when needed.
A saved quick reply is reusable text, not a Meta-approved template. Selecting a draft does not by itself prove it was sent.
Messaging rules and status
Section titled “Messaging rules and status”Customer consent, Meta’s messaging rules, approved templates where required, and business-number readiness still apply. Follow the guidance in the composer if free-form messaging is not available.
Queued, sent, delivered, and read are different states. Avoid repeatedly resending when a message has an uncertain status. Provider charges can apply separately.
Attachments
Section titled “Attachments”Use supported file types and avoid sending unnecessary personal information. If an attachment is rejected or scanning is unavailable, do not bypass the restriction; contact support.
Access and handover
Section titled “Access and handover”Conversation access follows current workspace permissions and inbox/lead access. Check ownership before replying so teammates do not send conflicting responses. Do not assume a role name grants access to every number.
AI replies and customer reminders
Section titled “AI replies and customer reminders”These are separate features in development, not part of ordinary manual messaging. See WhatsApp AI replies and channel availability.