Connect your firm's WhatsApp number and use the shared WhatsApp inbox to talk to clients and leads.
What it is
The WhatsApp inbox (WhatsApp in the sidebar) is a shared inbox for your firm's WhatsApp conversations. Each paired number is a "line". Messages from clients and leads arrive here, are matched to a contact or lead where possible, and your team can reply from the same screen.
Who can do what
- Connecting, disconnecting and reconnecting a line, and choosing who can see a line, is admin-only (Admin → WhatsApp).
- Reading the inbox is open to staff who can see the line. Replying, starting a conversation, marking read, linking a number and merging conversations need permission to create activities.
- If a line has staff assigned to it, only those people (and admins) see its conversations. A line with nobody assigned is visible to every staff member.
Connect a number
- An admin opens Admin → WhatsApp and clicks "+ Add number" (or "+ Add first number").
- Enter a Label such as Sales or Support and click Continue.
- Scan the QR code with the phone that owns the number. See "Linking a WhatsApp line by QR code".
- When the badge turns to Connected, the line is live. You can add more than one number.
Choose who can see a line
Under each line, "Who can access this line" shows the restriction. It starts as "Everyone can see this line". Pick a teammate under "Add a teammate…" and click Assign to restrict the line to the people you assign; use the x next to a name to remove someone.
Using the inbox
- Open WhatsApp in the sidebar. The list on the left shows direct chats and groups, with an unread count.
- If you have more than one line, tabs across the top (All lines plus each label) filter the list.
- Filter chips: All, Needs reply (the client sent the last message and nobody has replied; longest waiting first), Unread, and Unclassified (numbers not yet linked to a contact or lead).
- Search by name, number or message text. With two or more characters typed, a Messages section also searches the full history of every message you can see.
- Click "+ New conversation" to message a contact or lead you search for, or type a raw number. Use the "Send from" selector to pick which line to send on.
- Use the paperclip to attach a file. The first message of a new conversation must be text.
Important limitation
The Admin → WhatsApp page explains that linking your own number uses WhatsApp's unofficial web protocol, which sits outside WhatsApp's Terms of Service and carries a risk of the number being restricted. For official, compliant sending the page points to Admin → Messaging numbers.
Common problems
- The list is empty: check that a line shows Connected, and that you have not been left off a restricted line.
- A red "WhatsApp is disconnected" banner at the top of the inbox: see "WhatsApp logged out or disconnected".
- You cannot reply: ask an admin to confirm your role allows creating activities.