WhatsApp Cloud — Overview
Billable CRM Marketplace module (whatsapp-cloud 1.6.0) that connects a WhatsApp Business Account via the official WhatsApp Cloud API.
What it does
- Connect Meta / WABA / phone number (encrypted tokens)
- Shared inbox: send and receive text, media, and interactive (reply buttons / lists) messages
- Meta-approved Cloud templates for sends outside the 24-hour customer service window
- Soft optional Lead link (timeline mirrors when Leads is entitled)
- Keep Communication Templates
wa.mehandoff as fallback until Cloud is connected
What is deferred
- Alternate BSPs (Twilio, etc.)
- AI WhatsApp features
Lead Source (v1.1.0)
Opt-in on the WhatsApp connection: Auto-create leads from unknown numbers. When enabled and Leads is installed, the first inbound message from an unlinked contact creates or links a Lead via the WhatsApp Lead Source driver (source_reference = whatsapp_cloud).
Help Desk bridge (v1.6.0)
Opt-in on the WhatsApp connection: Auto-create Help Desk tickets from inbound chats. When enabled and Help Desk is installed, the first inbound message opens a ticket. Public ticket notes sync with WhatsApp inside the 24-hour customer service window (internal notes stay in EloSync). Manual Escalate to Help Desk still works when auto-create is off.
Automation (v1.2.0)
Trigger whatsapp.message_received and action send_whatsapp_template when Automation is entitled.
Media (v1.3.0)
Send/receive image, document, audio, and video in the shared inbox (Storage quota applies; soft Storage entitlement).
Interactive (v1.4.0)
Inside the 24-hour customer service window, agents can send reply buttons (up to 3) or a list message from the inbox. Customer button_reply / list_reply inbound messages are stored with reply id/title for the thread UI.
Automation action send_whatsapp_interactive (Automation 1.5.0) sends the same reply buttons / list messages from a workflow. See Automation.
Permissions
| Permission | Use |
|---|---|
whatsapp-cloud.view | Inbox + thread + list templates |
whatsapp-cloud.send | Send text/template/media/interactive, open/update conversation |
whatsapp-cloud.manage_integrations | Connect / disconnect / select phone |
whatsapp-cloud.manage_templates | Sync Meta templates |