Pilot: WhatsApp Conversations is currently available to selected locations as part of a pilot.
Conversations lets your staff read and reply to leads and members on WhatsApp, alongside your SMS conversations. You can follow up with customers on either channel without switching tools.
Where to find it
In the Dashboard, go to Connect > Conversations and open the WhatsApp tab.
From here, you can:
- See all your WhatsApp threads in one inbox, including a preview of each contact's latest message.
- Search for a contact.
- Read the full message history.
- Reply from the message composer.
Note: WhatsApp is not currently available in Conversations on the Pro App. For now, use the Dashboard to read and reply to WhatsApp messages.
How conversations start
A conversation starts automatically when a WhatsApp message is sent.
This includes:
- 1:1 messages: Sent from a customer's profile using Send message.
- Automated messages: Sent through your workflows.
Unread messages
When a new WhatsApp message arrives, a red notification appears in the Dashboard.
This helps you quickly identify conversations that need a reply. Replying within 24 hours also keeps free-text replies available.
Replying to a customer
WhatsApp is operated by Meta, which has rules about when you can send free-text messages and when you must use an approved template. The message composer shows you which option applies.
If the customer messaged you within the last 24 hours
You can type and send a free-text reply of up to 1,024 characters.
If more than 24 hours have passed
You can only send a Meta-approved template. The composer switches to template-only mode and displays a banner explaining why.
Once the customer messages you again, free-text replies become available.
Send a template
- In the message composer, click Load from template.
- Browse or search your approved templates.
- Select a template and send it.
Marketing messages
If your message is promotional, select This is a marketing message before sending it.
Good to know
- Only approved templates appear in the template picker. A template is available after Meta approves it.
- WhatsApp Conversations currently supports text messages only.
Availability
WhatsApp Conversations is currently available only to selected pilot locations.
To learn more or check whether your location is included, contact Glofox Support.