Answer WhatsApp customers

When your company connects its WhatsApp Business number, customer messages arrive in Dromix as chats. The people your Company admin chose answer them from Chats, like any other conversation.

#Who answers WhatsApp

Only people on the WhatsApp access list see these chats, Company admins included. A Company admin adds people in Company admin → Sales & integrations → Integrations → WhatsApp → Access. Everyone on the list is a channel agentChannel agent A person chosen to answer a WhatsApp, Instagram or Facebook channel. Channel agents get CRM access automatically. and gets CRM accessCRM access Permission to open Leads, Contacts, Companies and the Deals board. Owners and Company admins always have it; other people get it through their department, a personal grant, or access to a messaging channel. automatically.

If you are not on the list, Integrations in your account menu says that WhatsApp is on but you do not have access.

#Find customer chats

1. Open Chats and select the WhatsApp tab above the list.
2. Use the chips to narrow the list: All, Assigned to me, Unassigned or Archived.

A new customer also shows up as a leadLead A new enquiry that has not been qualified yet, for example a WhatsApp message, a web form or an imported row. You work a lead and then convert it into a deal or dismiss it. in Leads, and the red No reply badge shows here too when nobody has answered in time.

#Take and finish a conversation

At the top of a customer chat:

• Take it assigns the conversation to you. Assigned to lets you pick a colleague instead.
• Mark done removes it from your open list. It reopens by itself when the customer writes again; Reopen brings it back earlier.
• Customer info opens the customer's details.

#The 24-hour window

WhatsApp lets you write freely for 24 hours after the customer's last message. After that, and for the very first message to a customer, WhatsApp only allows an approved template.

• When the window is closed, the chat shows Template needed. Select Send template, choose one and send it.
• When the customer answers, you can write freely again for 24 hours.

Templates are created and approved in Meta's WhatsApp Manager by your Company admin. Meta bills template messages to your company's WhatsApp account.

#Message a customer first

1. In Chats, select + → New WhatsApp chat.
2. Enter the Customer's WhatsApp number and pick a Template.
3. Select Send template. The chat opens; when the customer replies, you can write freely.

From a deal, the WhatsApp tab opens the chat with the phone number saved on the deal.