WhatsApp

Overview

Smart Business 360 includes a WhatsApp Business API inbox: live chats, pre-approved templates, and operational alerts tied to CRM. Detailed Meta/WABA field steps are in the dedicated setup guide — this article summarizes the portal workflow without inventing API credentials.

Prerequisites

• WhatsApp Business Account (WABA) and Meta Business Manager access
• Phone number that can receive SMS or voice verification (not an active personal WhatsApp number)
• Administrator or inbox setup permission in Smart Business 360

Supported Functionality

• WhatsApp threads in Leads Inbox
• Template-based outbound messages where Meta-approved templates exist
• Automation rule action Send WhatsApp
• Links to full setup: webhook, Phone Number ID, WABA ID (see setup guide)

Setup

1. Read the WhatsApp API Setup Guide for verified Meta configuration steps.
2. Open Leads Inbox → WhatsApp → Connection Setup in the application.
3. Complete WABA connection using the fields shown in-app (do not paste secrets into documentation).
4. Configure webhooks and tokens per the setup guide and in-app screens.
5. Send a test template or inbound message and confirm it appears in Leads Inbox.

Configuration

• Register and use Meta-approved message templates for outbound automation.
• Link automation rules with Send WhatsApp when Communication permissions allow.
• Assign inbox threads to owners for SLA tracking.

Connection Verification

1. Inbound WhatsApp message appears on the Leads Inbox thread.
2. Approved template sends successfully from inbox or automation.
3. Conversation history stays on the CRM lead/customer when linked.

Usage

• Respond to customers from Leads Inbox.
• Send templates for booking/payment alerts where configured.
• Convert chats to leads when appropriate.

Troubleshooting

• Template rejected — use only Meta-approved templates; see setup guide.
• Number already on personal WhatsApp — use a dedicated business number.
• Webhook/token errors — follow /doc-whatsapp-setup.html; do not guess callback URLs.

FAQ

Related Articles

• WhatsApp API Setup Guide
• Automation Workflows
• Leads