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WhatsApp Overview

Manage all your WhatsApp Business conversations in one place. Send and receive messages, automate responses with AI, handle customer support, and sync your product catalog—all with an interface that looks and feels like the WhatsApp phone app.

Why Use WhatsApp Messaging?​

1. High Engagement

  • 98% open rate (vs 20% for email)
  • Messages read within minutes
  • Direct to customer's phone
  • Trusted platform worldwide

2. Two-Way Conversations

  • Real-time customer communication
  • Support ticket replacement
  • Sales conversations
  • Relationship building

3. Rich Media Support

  • Send images, videos, documents
  • Share product catalogs
  • Voice messages
  • Location sharing

4. Automation + Human Touch

  • AI agent for instant responses
  • Human takeover when needed
  • Workflow automation
  • Smart routing

5. Business Features

  • Verified Business Profile
  • Product catalog integration
  • Template message broadcasts
  • Analytics and reporting

Key Features​

WhatsApp Inbox​

Unified Message Management:

  • All conversations in one place
  • Phone-app-like chat interface
  • Real-time message sync
  • Search and filter conversations
  • Desktop and mobile friendly

Message Types:

  • Text messages (free-form within 24 hours)
  • Template messages (Meta-approved, anytime)
  • Media messages (images, videos, documents, audio)
  • Quick replies and buttons
  • Product catalog messages

Conversation Management:

  • AI agent mode (automated responses)
  • Human agent mode (manual replies)
  • Transfer between team members
  • Pause/resume automation
  • Mark as read/unread
  • Conversation status tracking

WhatsApp Catalog​

Product Catalog Sync:

  • Connect WhatsApp Business Catalog
  • Sync products from your CRM
  • Import from Meta Catalog
  • Automatic product updates
  • Showcase products in chat

Catalog Features:

  • Multiple catalog support
  • Set default catalog
  • Product count tracking
  • Sync history and logs
  • Automatic restock updates

AI & Human Agent Mode​

AI Agent Mode:

  • Instant automated responses
  • 24/7 availability
  • Workflow-driven conversations
  • Smart intent detection
  • Escalate to human when needed

Human Agent Mode:

  • Manual message control
  • Personal customer service
  • Complex query handling
  • Agent assignment
  • Pause workflows automatically

Real-Time Features​

Live Updates:

  • WebSocket real-time sync
  • Typing indicators
  • Message status (sent, delivered, read)
  • Online/offline status
  • Instant notifications

Getting Started​

Prerequisites​

Before using WhatsApp messaging:

  1. WhatsApp Business Account

    • Register with Meta
    • Verify your business
    • Complete Business verification

  2. Phone Number

    • Dedicated business phone number
    • Not used for personal WhatsApp
    • Verified with Meta

  3. Integration Setup

    • Connect WhatsApp BSP (Wati, Gupshup, AISensy, Tata Tele, etc.)
    • Or use Meta Cloud API directly
    • Configure in Settings → Integrations

  4. Approved Templates (for broadcasting)

    • Create templates in Templates section
    • Submit to Meta for approval
    • Wait 1-24 hours for approval

Integration Guides:

Quick Start​

Step 1: Connect WhatsApp Integration

  1. Go to Settings → Integrations
  2. Find WhatsApp Business section
  3. Choose your provider (Meta Cloud API, Wati, etc.)
  4. Follow provider setup instructions
  5. Verify connection status

Step 2: Access WhatsApp Inbox

  1. Go to Channel → WhatsApp
  2. See all your conversations
  3. Click on a conversation to open chat
  4. Start sending and receiving messages

Step 3: Set Up Your Profile

  1. Configure business profile
  2. Add business hours
  3. Set up automated greeting (optional)
  4. Create quick replies

Step 4: Connect Product Catalog (Optional)

  1. Go to CRM → Products tab
  2. Click WhatsApp Catalog sub-tab
  3. Connect your Meta Business Catalog
  4. Sync products from CRM
  5. Use catalog in conversations

WhatsApp Inbox Interface​

Conversations List (Left Panel)​

What You See:

  • All WhatsApp conversations
  • Contact name and phone number
  • Last message preview
  • Unread message count
  • Conversation status (active, paused, closed)
  • Agent mode indicator (AI or Human)
  • Time of last message

Actions Available:

  • Search conversations by name or phone
  • Filter by status:
    • All: Every conversation
    • Active: Currently active conversations
    • Unread: Conversations with unread messages
    • Paused: Automation paused
    • Assigned: Assigned to you or team members
  • Refresh conversation list
  • Sort by most recent

Visual Indicators:

  • 🟢 Green dot: Online/active
  • 🔵 Blue badge: Unread count
  • 🤖 AI icon: AI agent handling conversation
  • 👤 Human icon: Human agent assigned
  • ⏸️ Pause icon: Workflow paused

Chat Interface (Right Panel)​

Phone-App-Like Design:

  • Looks and feels like WhatsApp mobile app
  • Familiar interface for users
  • Easy to use
  • All WhatsApp features supported

Message Thread:

  • Scrollable chat history
  • Inbound messages (left, gray bubbles)
  • Outbound messages (right, green bubbles)
  • Message timestamps
  • Read receipts (checkmarks)
  • Failed message indicators
  • Media previews (images, documents, videos)

Message Status:

  • ⏱️ Pending: Message queued to send
  • ✓ Sent: Message sent to WhatsApp
  • ✓✓ Delivered: Message delivered to recipient
  • ✓✓ (blue) Read: Message read by recipient
  • ❌ Failed: Message failed to send (with error)

Compose Area (Bottom):

  • Text input field
  • 😊 Emoji picker button
  • 📎 Attach media button
  • 📋 Template selector button
  • ⚡ Quick reply button
  • ✈️ Send button

Action Buttons:

  • Toggle AI/Human mode
  • Assign to team member
  • Pause/resume automation
  • Mark as read
  • Close conversation

Sending Messages​

Method 1: Text Messages

  1. Type message in compose field
  2. Use emoji picker if needed
  3. Click Send or press Enter
  4. Message appears instantly in chat

Free-Form Rules:

  • Can send text freely within 24 hours of last customer message
  • After 24 hours: Must use approved template
  • Templates work anytime

Method 2: Media Messages

  1. Click 📎 Attach button
  2. Choose media type:
    • Upload from Computer: Browse files
    • Select from Assets: Use asset library
  3. Select file (image, video, document, audio)
  4. Add caption (optional)
  5. Click Send

Supported Media:

  • Images: JPG, PNG (max 5 MB)
  • Videos: MP4 (max 16 MB, max 60 sec)
  • Documents: PDF, DOCX, XLSX (max 100 MB)
  • Audio: MP3, WAV (max 16 MB)

Method 3: Template Messages

  1. Click 📋 Template button
  2. Browse approved templates
  3. Select template
  4. Fill in variables (if any)
  5. Preview message
  6. Click Send

When to Use Templates:

  • After 24-hour window expired
  • Broadcasting to multiple contacts
  • Sending structured messages
  • Promotional campaigns

Method 4: Quick Replies

  1. Click ⚡ Quick Reply button
  2. Select from saved replies
  3. Edit if needed
  4. Click Send

Setting Up Quick Replies:

  • Go to Settings → Quick Replies
  • Create reusable message templates
  • Tag by category
  • Use in any conversation

AI vs Human Agent Mode​

AI Agent Mode (Default)

What It Does:

  • Automatically responds to customer messages
  • Uses workflow automation
  • Follows conversation scripts
  • Handles common queries
  • Escalates complex issues to human

Best For:

  • FAQ responses
  • Order status updates
  • Appointment confirmations
  • Simple support queries
  • After-hours coverage

Visual Indicator:

  • 🤖 AI icon in conversation header
  • Messages show "Sent by: AI Agent"
  • Workflow name displayed

Human Agent Mode

What It Does:

  • You manually send all messages
  • Automation pauses automatically
  • Full message control
  • Personal customer service

Best For:

  • Complex customer issues
  • Sales negotiations
  • Sensitive conversations
  • VIP customer handling
  • Escalated support tickets

Visual Indicator:

  • 👤 Human icon in conversation header
  • Messages show "Sent by: Your Name"
  • "Human agent" label visible

Switching Modes:

To Switch to Human Mode:

  1. Open conversation
  2. Click Toggle to Human button
  3. Workflow pauses automatically
  4. You can now send messages manually
  5. Conversation assigned to you

To Switch to AI Mode:

  1. Open conversation
  2. Click Toggle to AI button
  3. Workflow resumes automatically
  4. AI handles future messages

Auto-Escalation:

  • AI can automatically escalate to human
  • Based on customer request ("speak to human")
  • Complex query detection
  • Workflow escalation nodes
  • Configured in workflow settings

Assigning Conversations​

Assign to Team Member:

  1. Open conversation
  2. Click ⋮ (more actions) button
  3. Select Assign to...
  4. Choose team member from list
  5. Add note (optional)
  6. Click Assign

Result:

  • Conversation shows in their "Assigned" filter
  • They receive notification
  • Conversation status updates
  • You can see who it's assigned to

Unassign:

  • Click Unassign button
  • Conversation becomes unassigned
  • Available for anyone to handle

Best Practices:

  • Assign based on expertise
  • Distribute workload evenly
  • Use assignment for accountability
  • Track who handled what

Conversation Status​

Active:

  • Currently active conversation
  • Messages being exchanged
  • Within 24-hour window
  • No escalation needed

Paused:

  • Automation paused
  • Human agent mode enabled
  • Waiting for manual response
  • Resume automation anytime

Closed:

  • Conversation finished
  • Customer issue resolved
  • No recent activity
  • Can be reopened if customer messages again

Filters Help You Focus:

  • View only active conversations
  • See what's paused
  • Check assigned items
  • Monitor unread messages

WhatsApp Product Catalog​

Why Use Product Catalog?​

Benefits:

  • Showcase products in WhatsApp
  • Send product links in chat
  • Customer can browse catalog
  • Direct purchase integration
  • Professional product display

Use Cases:

  • E-commerce businesses
  • Retail stores
  • Service providers with packages
  • Restaurants with menus
  • Any business selling products

Setting Up Catalog​

Step 1: Access Catalog Settings

  1. Go to CRM → Products
  2. Click WhatsApp Catalog tab
  3. See catalog connection status

Step 2: Connect Meta Business Catalog

  1. Click Connect Catalog button
  2. Log in to Facebook/Meta account
  3. Select Business Manager
  4. Choose WhatsApp Business Account (WABA)
  5. Grant permissions
  6. Connection confirmed

Step 3: Register/Import Catalog

Option A: Register Existing Meta Catalog

  • If you already have catalog in Meta
  • Click Register Existing Catalog
  • Enter Catalog ID from Meta
  • Click Register
  • Catalog linked to Expedify

Option B: Create New Catalog

  • Click Create New Catalog
  • Enter catalog name
  • Catalog created in Meta automatically
  • Linked to your WABA

Option C: Sync from CRM Products

  • If you have products in Expedify CRM
  • Click Sync Products to WhatsApp
  • Select which products to sync
  • Products uploaded to Meta Catalog
  • Available in WhatsApp immediately

Managing Catalog​

View Catalog Status:

  • Connected catalogs list
  • Product count per catalog
  • Last sync time
  • Default catalog indicator
  • Active/inactive status

Set Default Catalog:

  1. Find catalog in list
  2. Click Set as Default
  3. This catalog appears in WhatsApp Business Profile
  4. Customers see it when they visit your profile

Sync Products:

Manual Sync:

  1. Click Sync Now button
  2. Products from CRM sync to WhatsApp
  3. Progress shown
  4. Completion notification

Auto Sync:

  • Products sync automatically when updated in CRM
  • New products added to catalog
  • Updated products refresh in catalog
  • Deleted products removed from catalog

Sync Logs:

  • View sync history
  • See success/failure count
  • Identify sync errors
  • Re-sync if needed

Using Catalog in Conversations​

Send Product from Catalog:

  1. Open WhatsApp conversation
  2. Click Product Catalog button
  3. Browse your products
  4. Select product to share
  5. Product card sent to customer

Product Card Includes:

  • Product image
  • Product name
  • Price
  • Description
  • "View Product" button (opens in WhatsApp catalog)

Customer Experience:

  • Customer receives product card
  • Taps to view full details
  • Can browse entire catalog
  • Can inquire about product
  • Seamless shopping experience

Multi-Product Messages:

  • Share multiple products at once
  • Create product collections
  • Curated recommendations
  • Seasonal catalogs

Message Analytics​

Track Performance:

  • Total messages sent/received
  • Response time average
  • Resolution time
  • Messages by agent (AI vs Human)
  • Template usage statistics
  • Media message performance

Access Analytics:

  1. Go to Channel → WhatsApp
  2. Click Analytics tab
  3. Select date range
  4. View reports

Metrics Available:

  • Conversation volume
  • Response rate
  • First response time
  • Resolution rate
  • Customer satisfaction (if enabled)
  • Peak conversation times

Best Practices​

Response Time​

Fast Responses:

  • Aim for < 5 minute response time
  • Use AI agent for instant replies
  • Set up auto-replies for common questions
  • Have quick replies ready
  • Monitor inbox regularly

24-Hour Window:

  • Respond within 24 hours to use free-form messages
  • After 24 hours, must use templates
  • Templates have cost per message
  • Keep conversations active to avoid template costs

Professional Communication​

Do:

  • Use proper grammar and spelling
  • Be friendly and professional
  • Personalize messages
  • Use customer's name
  • Provide clear answers
  • Follow up on promises

Don't:

  • Use all caps (SHOUTING)
  • Send too many messages at once
  • Use complex jargon
  • Ignore customer questions
  • Send promotional spam
  • Violate WhatsApp policies

Managing Volume​

High Message Volume:

  • Use AI agent for common queries
  • Create comprehensive quick replies
  • Set up workflow automation
  • Assign conversations to team members
  • Use tags to categorize
  • Regular team training

Organization Tips:

  • Close resolved conversations
  • Use status filters effectively
  • Assign priority conversations
  • Set up team rotations
  • Monitor queue regularly
  • Review analytics weekly

Compliance​

WhatsApp Business Policies:

  • Only send to opted-in customers
  • Honor opt-out requests immediately
  • Don't send spam or unsolicited messages
  • Respect 24-hour message window
  • Use approved templates for marketing
  • Maintain professional tone

Penalties for Violations:

  • Rate limiting
  • Account warnings
  • Template suspension
  • Phone number ban (severe cases)
  • Account termination (extreme violations)

Quality Rating:

  • WhatsApp monitors your quality
  • Based on customer blocks/reports
  • Affects message limits
  • Maintain high quality (green status)
  • Avoid yellow or red status

Troubleshooting​

Messages Not Sending​

Problem: Message stuck on "Pending" or fails

Check:

  1. WhatsApp integration status (top of inbox)
  2. Customer phone number is correct
  3. Customer has WhatsApp installed
  4. Within 24-hour window or using template
  5. Internet connection stable
  6. Message doesn't violate policies

Solutions:

  • Refresh page and retry
  • Check integration settings
  • Use template if outside 24-hour window
  • Verify phone number format (+country code)
  • Check error message for details

Conversations Not Showing​

Problem: Can't see conversation in inbox

Solutions:

  1. Check filter settings (try "All")
  2. Clear search box
  3. Refresh conversation list
  4. Verify WhatsApp integration connected
  5. Check if conversation is closed (reopen)

AI Agent Not Responding​

Problem: AI agent mode but no auto-replies

Check:

  1. Workflow is published and active
  2. Workflow has WhatsApp trigger configured
  3. Agent mode is AI (not Human)
  4. Conversation status is Active (not Paused)
  5. No workflow errors

Solutions:

  • Switch to Human mode, send message, switch back to AI
  • Check workflow configuration
  • Review workflow execution logs
  • Ensure WhatsApp trigger is set up correctly

Catalog Sync Failing​

Problem: Products not syncing to WhatsApp catalog

Common Issues:

  1. Meta Business Manager not connected
  2. WABA permissions not granted
  3. Product data incomplete (missing images, prices)
  4. Catalog not created in Meta
  5. Network/API errors

Solutions:

  • Reconnect Meta Business Manager
  • Grant all required permissions
  • Complete product information in CRM
  • Check sync logs for specific errors
  • Try manual sync
  • Contact support if persists

Media Not Displaying​

Problem: Sent images/videos not showing in chat

Causes:

  1. File size too large (compress)
  2. Unsupported format (convert)
  3. Upload failed (retry)
  4. Network issues (check connection)

Solutions:

  • Compress images/videos before sending
  • Use supported formats (JPG, PNG, MP4)
  • Check file size limits
  • Retry upload
  • Use asset library (already optimized)

Integration Status​

Check Integration Health:

Top of Inbox:

  • 🟢 Green: Connected and working
  • 🟡 Yellow: Warning/partial connection
  • 🔴 Red: Disconnected/error
  • ⚫ Gray: Not configured

Status Messages:

  • "Connected" - All good
  • "API Rate Limited" - Too many requests, slow down
  • "Authentication Error" - Reconnect integration
  • "Not Configured" - Set up integration first

Refresh Status:

  • Click refresh icon
  • Checks current connection
  • Updates status indicator
  • Shows any issues
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