WhatsApp supports customer support, sales, appointments and commerce conversations while preserving the sending number.
Available tools
- Receive and send text, media, documents, interactive messages, templates, and supported reactions from the shared inbox.
- Connect multiple numbers per workspace and select the exact number for new conversations, templates, broadcasts, automations, commerce messages, and Flows.
- Manage business profile details, connected and provisioned numbers, calling settings and history, supported groups, blocked users, and account events.
- Build approved templates with dynamic URLs, copy codes, and per-recipient header media; send standard WhatsApp Flows and inspect responses and version history.
- Assign work, add tags, update CRM records, book appointments, use AI assistance, and keep a complete conversation history.
Connect
- Open WhatsApp → Connections, choose WhatsApp and authorize the exact profile.
- Give it a clear name and choose a primary profile for new work.
- Confirm its permissions and connection state. Existing conversations keep their pinned sender; select the exact profile for publishing, templates, broadcasts and automations.
Reconnect the same profile when permissions expire. Before replacement or disconnection, reassign scheduled posts and check active senders.
Daily steps
- Name every connected number by brand, branch, country, or use case, then set the normal default number.
- For an existing conversation, reply from its pinned number; do not switch sender identity simply because another number is primary.
- Use free-form replies inside the allowed service window and an approved template when the network requires one.
- Review template parameters and recipient-specific media before a broadcast, then monitor delivery and failures.
- Escalate billing, verification, calling, or number-release actions only to workspace managers because some actions are billable or irreversible.
Use Inbox for supported interactions and Publishing for drafts, review and scheduling.
Analytics
WhatsApp delivery and quality information lives with the channel's business tools, while conversation volume, first response, resolution, ownership, and AI or automation activity appear in inbox analytics.
Open Social analytics, select the exact profile and period, then sync. Compare trends within that profile; network metric definitions differ.
Limits
- WhatsApp is not a social publishing target in Replify; use it for direct customer operations.
- Templates, calling, groups, profile changes, and number provisioning depend on account type, country, billing, review status, and current WhatsApp permissions.
- Groups require eligible Cloud API numbers; coexistence numbers keep some profile controls in the WhatsApp Business app.
- A legacy conversation with no safe sender identity must be repaired before a reply can be sent from a multi-number workspace.
Tools depend on profile permissions and item eligibility. Advertising management is not included. See analytics or multi-profile controls for details.
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