Work with WhatsApp conversations

WhatsApp provides a conversation inbox for the workspace, synchronised through Twilio. Search for an existing thread or start a conversation with a known contact.

Navigation pathWhatsApp

PrerequisitesThe required WhatsApp messaging setup and permission to contact the recipient.

Usage steps

Open WhatsApp and use the search field to find a name, phone number or company.
Review the visible All, Wants CB, Awaiting and New counts. Select a conversation from the left to view its messages.
Use Sync messages from Twilio when you need to refresh the connected message source.
To start a new thread, select the plus control. Enter Phone Number with country code and an optional Contact Name.
Confirm the recipient before selecting Start Conversation. Review the messaging controls and any provider requirements in the opened thread before sending.

Work with WhatsApp conversations — Figure 36. New WhatsApp Conversation requires a number with country code; the contact name is optional.

Expected result. You have opened the intended conversation for review or an authorised reply.

Practical notes and troubleshooting. Use the messaging provider and connection controls available in your workspace. The inbox shown uses Twilio synchronisation.

Build and inspect an automation flowAutomations connects a trigger to a sequence of actions. The visual editor includes conversation steps, routing, data operations and external integrations.Connect CRM and messaging servicesCRM and messaging integrations let agents and workflows use business systems. Connecting a service establishes access; the workflow still needs to define what data or action to send.