WhatsApp

Where

Setups → WhatsApp Instances

Plan

All plans

Permission

Integration → Whatsapp

Connecting WhatsApp gives you two things: a shared inbox your staff can reply from, and WhatsApp as a broadcast channel.

How to connect a WhatsApp number

You do not need any technical details for this. You need the phone that holds the WhatsApp number, and about a minute.

1. Go to Setups → WhatsApp Instances and click Add number.
2. Type a Display name — whatever you will recognise, such as Shop line.
3. Leave Phone number empty. It fills in by itself once the phone is linked.
4. Leave Status as Active, set Default instance to Yes for your main number, and save.
5. A QR code appears straight away. On the phone holding that WhatsApp account, open WhatsApp → Linked devices → Link a device and scan it.
6. Wait. The dialog checks every few seconds and the Connection badge turns green on Connected.

If the code expires before you scan it, click Refresh code. If you closed the dialog too early, open the row menu on the number and click Connect to bring the QR code back.

If the badge looks wrong later

Click Sync status on the row menu. That asks the gateway what state the device is really in and updates the badge.

A phone that goes offline for too long gets unlinked by WhatsApp itself, and the first sign is usually messages quietly failing. Check the badge when something stops working.

How to reply to a customer

Where

Setups → WhatsApp Inbox

Plan

Growth and above

Permission

Integration → Whatsapp

1. Go to Setups → WhatsApp Inbox.
2. If you have several numbers, pick one from Instance at the top left.
3. Conversations are listed on the left, newest first, with an unread count.
4. Click one. The thread opens on the right and the unread count clears.
5. Type in the box at the bottom and click Send.

On a phone the list fills the screen and opening a chat replaces it; the back arrow returns you.

You cannot start a conversation

A chat only appears after the customer messages you first. There is no “new message” button and no way to type a phone number to open a thread with.

To reach someone who has not written to you, send them a WhatsApp broadcast — their reply then appears here as a conversation.

The inbox does not refresh itself

New messages do not appear while you watch. Nothing pings, nothing updates. You have to click Refresh on the thread, or leave and re-open the inbox.

Plan to check it deliberately, the way you would check a drawer, rather than expecting to be interrupted.

The conversation list only tracks their side

The preview text, the timestamp and the ordering all come from the last message they sent. Your replies do not move a conversation up the list or change its preview, so a chat you just answered can still look like it is waiting.

Before incoming messages arrive at all

Nothing reaches the inbox until the gateway is pointed at SaleSprint

Scanning the QR code connects the phone to the gateway. It does not tell the gateway to forward messages into SaleSprint — that is a separate webhook setting on the gateway itself.

Until that is done the inbox stays permanently empty even though the badge says Connected, and sending still works. If you have a green badge and no conversations after a customer has definitely written, this is why. It is not something you can fix from these screens.

Two more things worth knowing

• Text only. Photos, documents, voice notes and stickers cannot be sent, and an incoming one shows as an empty message.
• Deleting an instance deletes its chat history from SaleSprint. The messages stay on the phone, but the record here is gone.

Related

• Sending a broadcast — WhatsApp to many people
• Reaching your customers