How do I send a WhatsApp message from the CRM?

The WhatsApp icon appears on the screen in the:

• ListView of every record in these modules - Contacts, Organization, Leads, Vendor, Deals, Invoices, Quotes, Cases, and Internal Tickets
• Summary View under More (⋮) > Reach out now > WhatsApp

You can send WhatsApp messages from:

• The ListView (of different modules)
• The Summary View
• Related WhatsApp Tab in the Summary View

 
Sending a WhatsApp Message from the List View (of different modules)
Follow these steps to send a WhatsApp message from the List View:

1. Log in to the CRM.
2. Go to the ListView of a module.
3. Hover on the record you want to send a WhatsApp message to.
4. Click on the WhatsApp icon that is visible on the extreme right of the screen.
5. Enter or select the following in the Send WhatsApp Message window:
   1. Select WhatsApp Template - Select WhatsApp templates to send messages.
   2. Phone Number - Select a phone number to send the WhatsApp message
      1. Note - The number has to be a mobile number registered with the respective service provider installed to receive and send messages.
   3. Message window - Type your message in this textbox. Don’t forget the following.
   4. Emoji - Make your message fun.  Include emojis in your message by clicking the Emoji icon on the top right corner of the textbox.
   5. Attach files - Upload documents with your message by clicking the Attach Files link. You can attach only one document of size 16MB. 
6. Click Send.

Note: Approved templates can be used only to send messages outside 24-hour sessions. This means when the customer has not replied within 24hrs, then we can use these approved template messages.


Sending A WhatsApp Message From the Summary View of a record
Follow these steps to send a WhatsApp message from the Summary View:

1. Click on a record to go to its Summary View.
2. Click More. 
3. Under the Reach out now option, click WhatsApp.
4. Enter or select the following in the Send WhatsApp Message window:
   1. Phone Number - Select a phone number to send the WhatsApp message. The number has to be a mobile number installed with WhatsApp to receive and send messages.
   2. Select WhatsApp Template - Select a message template if you want to send a standard message. This is optional.
   3. Message window - Type your message in the textbox.
      1. Make your message fun: You can include emojis in your message by clicking the emoji icon in the top right corner of the textbox.
      2. Don't forget a document: You can upload documents along with your message by clicking the Attach Files link. You can attach only one document of a maximum size of 16 MB. 

           6. Click Send.
 
Sending a WhatsApp Message from the Related WhatsApp Tab in the Summary View
Follow these steps to send a WhatsApp message from the WhatsApp tab:

1. Click on a record to go to its Summary View.
2. Select the WhatsApp icon on the Related Tab.
3. The Chat/Message conversation box appears.
4. You can Type a message in the message section. 
5. You can use the message templates by clicking on the icon as shown in the screenshot. 

Note: 

1. You cannot edit message templates in this window.
2. You can attach only one file (or document) per message.  

  
Sending a Print Template with your Message 
Consider the following case: Have you ever booked a ticket on a travel or ticketing portal? On booking a ticket, you will receive a confirmation message on your WhatsApp number along with a PDF form of a ticket.
Similarly, you can send a document, perhaps an invoice, to your customer, with your WhatsApp message.

• To do so, select the Print Template option while sending a WhatsApp message.
• On selecting this option, the CRM generates a PDF document in the Print Template. 
• To learn more about Print Templates, click here. 

Note: The Print Template option is enabled only for the following modules - Deals, Quotes, Invoices, Cases, and Internal Tickets.


Message Formatting Options
Apart from sending plain text messages, you can also format the content in your WhatsApp messages. Below are the text formatting options available on WhatsApp:

1. For Bold: Use Asterisk (*). For example, your total is *$10.50* > $10.50
2. For Italics: Use Underscore (_). For example, Welcome to _WhatsApp_! > Welcome to WhatsApp!
3. For Strike-through: Use Tilde (~). For example, This is ~better~ the best! > This is better than the best!
4. For Code or Pre-formatted text: Use three backticks (```). For example, ```print "Hello World";``` > Hello World.