How do I message a CRM customer on WhatsApp from their page?

Open the customer in CRM › Customers and press Message from Inbox. The Inbox opens with the New WhatsApp message form, their number and name already filled in. Pick an approved template, fill its boxes and press Send and open the chat.

Where to find it

Admin › CRM › Customers › Customers, click the customer's name, then the Message from Inbox button at the top, next to Call and WhatsApp.

The button shows when:

the store is on a Premium or Custom package (the Inbox comes only with these);
you work in the Inbox and may send WhatsApp templates (the office always; a seller while the store's daily limit is above 0);
WhatsApp has not said this number is "not on WhatsApp".

Step by step

Open the customer's page and press Message from Inbox.
Check the Customer's WhatsApp number and Name.
Pick a Template. Its text shows below; fill every {{1}}, {{2}} box.
Press Send and open the chat.
The chat opens. When the customer answers, you chat as usual.

Example: "Rangdhanu Fashion" sees that a customer, 01XXXXXXXXX, has not ordered for three months. The Admin opens their page, presses Message from Inbox, picks a "new collection" template and sends it.

Good to know

Why a template? WhatsApp lets a shop write first only with a Meta-approved template, and Meta charges for each one.
The customer wrote in the last 24 hours? No template is sent. You go straight to their chat and write normally.
Whose chat is it? A new chat, or one with no seller yet, becomes yours, so the customer's answer comes to you.
Sellers' limit: a seller sends up to the store's daily limit; the office (Super Admin, Admin, Marketing Manager) has none.
The plain WhatsApp button next to it opens WhatsApp on your own phone or computer instead, outside the Inbox.

Common problems

The customer wrote STOP. They get no messages from the store.
"This customer's chat is with another seller or the office." Ask the office to send it or to move the chat.
No template in the list. Templates with a photo, video or PDF on top go from campaigns. The office fetches approved templates on the WhatsApp campaigns page.

Still need help? Ask in our Facebook group — the team and other shop owners answer there.

Ask the community →