WhatsApp lets a shop write first only with a Meta-approved template. Press New WhatsApp in the Inbox, type the customer's number, choose a template and send it. The chat opens at once, it belongs to you, and when the customer answers you chat and call as usual.
Where to find it
- Admin › CRM › Inbox › Inbox › the New WhatsApp button at the top (Premium or Custom package, with a WhatsApp number connected).
- On a customer's page in CRM › Customers, the Message from Inbox button opens the same form with their number filled in.
Step by step
- Press New WhatsApp.
- Type the customer's WhatsApp number (for example 01712345678). The name is optional.
- Pick a template. Its text shows below; fill every {{1}}, {{2}} box.
- Press Send and open the chat.
Who can send, and how many
- Templates cost money (Meta charges for each), so the Super Admin, the Admin and the Marketing Manager send without a limit.
- A seller sends up to the store's daily limit. The Super Admin sets it in Inbox settings › Rules (default 10; 0 = only the office). The form shows how many are left for you today.
Good to know
- The customer wrote in the last 24 hours? No template is sent: their chat just opens and you write normally, at no cost.
- Refused numbers: a number WhatsApp marked "not on WhatsApp", a customer who wrote STOP, and a customer whose chat is with another seller (ask the office).
- Templates with a photo, video or PDF on top are sent from WhatsApp campaigns, not from here.
- No template in the list? The office fetches them on the WhatsApp campaigns page. See How do I message a WhatsApp customer after 24 hours?.
Still need help?
Ask in our Facebook group — the team and other shop owners answer there.
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