Introduction

LoftyWorks integrates with WhatsApp Business, allowing your team to send and receive WhatsApp messages directly from the CRM — alongside email and chat, without switching between platforms.

WhatsApp requires an admin to connect a WhatsApp Business Account before agents can use it.

Summary

• Setup
• Conversations
• Contact Records

Setup

Connecting WhatsApp

Admins can connect WhatsApp under Company Settings → Communication → WhatsApp. Follow the on-screen steps to link your WhatsApp Business Account (WABA) via Meta.

Once connected, your account details will appear:

• WABA ID and Business Account name

• Account status — must be Approved before messaging is enabled

• Phone numbers — each showing a display name and status (Ready to Use or Unavailable)

You can designate one number as the default sender for outgoing conversations.

To disconnect, select Disconnect. This stops all WhatsApp messaging from the CRM but does not remove your numbers or settings from Meta.

Access and Permissions

Admins control which agents can use WhatsApp from the WhatsApp settings page. All agents have access by default, but individuals can be removed.

• Agents with access can view and reply to conversations in their inbox.

• Agents without access will not see WhatsApp anywhere in the CRM.

Conversations

Your Inbox

WhatsApp conversations sit alongside Chat and Email in your inbox.

• My Inbox → WhatsApp shows conversations assigned to you, ordered most recent first.

• Shared Inbox shows all conversations across the account, split into All, Assigned, and Unassigned.

• All Messages lets you search across every channel, including WhatsApp, by contact name or message content.

Receiving Messages

When a contact messages your business for the first time, a conversation is created in the Shared Inbox as Unassigned and routed to an agent automatically. Subsequent messages from the same contact are added to the existing thread.

When a contact messages you, their WhatsApp Opt-in is automatically set to Yes. If no contact record exists, one is created automatically.

Starting a Conversation

To start a new conversation, select Start New Conversation from My Inbox or All Messages, then:

1. Search for and select a contact.

2. Choose their WhatsApp phone number.

3. Send your first message.

You can also open or start a conversation directly from a contact's detail page by clicking the WhatsApp icon.

Once you send a message, you become the assignee for that conversation.

The 24-Hour Window

WhatsApp only allows free-form replies within 24 hours of the last inbound message. Outside this window, you must send a template message to re-open the conversation. The window resets each time the contact replies.

Conversation Actions

Contact Records

WhatsApp Opt-in

Before messaging a contact via WhatsApp, they must have opted in. You can view and update this under Consent to Contact on the contact's detail page.

• Yes — the contact can be messaged via WhatsApp.

• No — WhatsApp messaging to this contact is blocked.

You will be asked to confirm before changing the status. Only set this to Yes if you have obtained the contact's explicit consent.

Activity Timeline

All WhatsApp messages and conversation events are logged in the contact's Timeline, showing who sent each message, the phone numbers involved, and the timestamp. Events include conversations being opened, closed, assigned, or automatically closed due to inactivity.

WhatsApp activity counts towards a contact's last touch record. Message history is stored for the most recent six months.

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.