WhatsApp Integration

Overview

WAJ offers two related but distinct ways to work with WhatsApp: WhatsApp Business Chat, a live chat window built into WAJ so staff can message customers directly from the dashboard, and WhatsApp automations and broadcasts — template-based, scheduled, or triggered WhatsApp messages (see Marketing Automations and Broadcasts and Campaigns), whose behavior depends on how your business's WhatsApp is connected.

Where to find WhatsApp Business Chat

• Left sidebar (or the "More" menu on smaller screens) → Support → WhatsApp.
• This tab only appears in a web browser — it isn't shown on the mobile app.
• It only shows up if your business has WhatsApp chat activated for your account. If you don't see the tab, contact WAJ support to enable it.

Using WhatsApp Business Chat

1. Open Support → WhatsApp from the sidebar — the chat panel loads inside the page (this can take a few seconds the first time).
2. Browse and reply to customer conversations just like a normal WhatsApp Business inbox.
3. If your business has multiple branches with branch-level WhatsApp numbers enabled, switching the branch selector at the top of the app reloads the panel to show that branch's conversations.
4. Your session refreshes automatically in the background, so you generally won't get logged out mid-use. If the panel ever looks blank, navigate away and back to reload it.

There's nothing to configure from the WhatsApp tab itself — it simply mirrors your connected WhatsApp Business number's conversations.

The 24-hour reply window

Once a customer messages you, you have 24 hours to reply with any free-form message. If more than 24 hours pass without a reply, you'll need to reach back out using a pre-approved message template — the same kind used for Automations and Broadcasts — rather than a plain text message.

How your connection type affects Marketing

Which method your business uses to connect WhatsApp changes what's available under Marketing → Automations and Marketing → Broadcasts:

• If your WhatsApp runs through the embedded chat connection, automation messages are managed as simple free-form text, and Broadcasts may not be available (broadcasts require the official connection).
• If your business has connected the official WhatsApp Business API instead (from Business Profile settings), automations must use pre-approved templates, and Broadcasts becomes available.

Notes & limitations

• WhatsApp Business Chat is view/reply only — it doesn't offer campaign or automation controls; those live under Marketing.
• Switching connection types changes template requirements retroactively for automations and broadcasts, so confirm your connection before building campaigns.