WhatsApp Cloud

Connect

1. Marketplace → install WhatsApp Cloud (billable).
2. Open WhatsApp in the CRM sidebar section → Connect WhatsApp.
3. Complete Meta OAuth, then select a WhatsApp Business Account and the phone number to attach.
4. Optional (Leads installed): enable Auto-create leads from unknown numbers on the connection settings card.
5. Optional (Help Desk installed): enable Auto-create Help Desk tickets from inbound chats so new threads open tickets and public notes sync with WhatsApp inside the 24h window.
6. Inside the 24-hour window you can send free-form text or attach image/document/audio/video files (Storage quota applies).
7. Sync templates (managers/admins) so agents can message outside the 24h window.

Inbox

• Conversations list on the left; thread on the right.
• Inside the 24-hour customer service window (after an inbound message): send free-form text.
• Outside the window: pick an approved Meta Cloud template from the list and send.
• Soft Lead link (when Leads is installed): search and link a Lead from the conversation header, or unlink. Lead detail Inbox still opens the filtered list (?lead=).
• Escalate to Help Desk (when Help Desk is installed): creates a ticket from the conversation transcript (source=whatsapp) and shows a ticket link — same one-shot pattern as Live Chat escalate. With auto-create enabled, inbound chats open tickets automatically; follow-up customer messages become public ticket notes (no SLA first-response clock), and staff public replies send back to WhatsApp while the 24h window is open.

Lead detail

When WhatsApp Cloud is entitled, Lead detail shows an Inbox shortcut. Communication Templates still provide the manual wa.me WhatsApp button when that free module is installed.

Disconnect

Disconnect clears tokens, releases the Meta phone number for reclaim (history retained), and pauses send/receive. The same workspace can reconnect the same phone and keep conversation continuity.