Overview
WhatsApp is increasingly used by businesses as a way to keep in touch with customers and to quickly answer queries. Available as a paid-for add-on for all subscription tiers, the WhatsApp integration can be activated from the Automation Hub and, once the Terms & Conditions have been accepted and the add-on is running, personal and business WhatsApp accounts can be added to Pipeliner and used to create new conversations and track previous conversations from the Feeds tab.
Do we have access to the WhatsApp integration?
The WhatsApp integration is available as an add-on chargeable option for customers on all subscription tiers.
If you want to add it to your subscription, please contact customer-success@pipelinersales.com or your relationship manager directly.
How is the WhatsApp integration enabled?
The WhatsApp integration is enabled from the Automation Hub in the Pipeliner Admin Module. Your Pipeliner Admin will need to agree to the WhatsApp Terms & Policies as well as the Unipile Terms and Privacy Policy.
Once active and running, WhatsApp accounts can be added as a Company WhatsApp account (which can be used by multiple users that have permissions to do so) by a Pipeliner Administrator or users can add their own WhatsApp accounts as personal accounts.
Adding a Company WhatsApp Account
From the Settings menu in the Admin Module, select the newly renamed Company Phones & Messaging tab and then click on “Add>WhatsApp” ⤵
Click on Continue to acknowledge the terms and conditions that apply when using the integration ⤵
Follow the instructions on screen to scan the QR code to connect the account ⤵
NOTE: you have 60 seconds to scan the code before you’ll need to reload a new QR code.
The account will then be listed as Enabled. Clicking on the dropdown arrow on the right will allow you to Edit the name, Disable or Delete the account ⤵
User Role Permissions to use the WhatsApp Integration
You will want to ensure that only users based on specific User Roles have the rights to use the Whatsapp integration.
Edit a Role and click on Features>Tools then enable (or disable) WhatsApp and select which, if any, company WhatsApp account users based on this role should have access to. Click on “Save” to apply your changes for all users currently based on that User Role ⤵
NOTE: Make sure to update all your User Roles to enable or disable access.
Adding an individual WhatsApp account
Users can add their individual WhatsApp accounts. Click on the user avatar icon in the top right and then on the “Settings” button ⤵
Click on the Apps tab and then scroll down until you see WhatsApp and then click on “Activate” ⤵
Follow the instructions on screen to accept the T&Cs and then scan the QR code ⤵
Using the WhatsApp integration for messaging
Once active, you can send a WhatsApp message to an Account or Contact by clicking on a phone number and choosing “Send WhatsApp Message” ⤵
Type or paste your message into the Create Conversation window ⤵
Send Message From - if you have access to a personal WhatsApp account as well as a company WhatsApp account, you’ll be able to select which account to send your message from
Send Message To - will be the phone number that you clicked on. If the number is not associated with a WhatsApp account, you will see an alert.
Attach - attach files by clicking on the paperclip icon
Log message as a Task {choose task type} - create a task that will be visible from the Activities tab (and which can be reported on with other tasks such as calls)
Create follow-up task {choose task type} with due date {choose due date} - schedule a follow-up activity
Click on the chain icon to link your message to additional records and then click “Send” to send your message, “Send & Close” to send and close the conversation window or “Cancel” to cancel your message before sending ⤵
You can also send a WhatsApp message by clicking on New Conversation from the main menu New button ⤵
You can also choose “Create Conversation>Standard” from the toolbar ⤵
Viewing WhatsApp messages from Feeds
WhatsApp messages can be viewed from the main Feeds menu and from the Feeds of an individual record ⤵
Filtering WhatsApp Messages
WhatsApp Messages was added as filter option in the main Feeds menu and on the Feeds Tab on individual records ⤵
In-App notifications
When a new message is received via WhatsApp, it will be shown in the In-App Notifications. This can be turned off in Notification Settings ⤵
Frequently Asked Questions
How do I know if my message was received or read?
Sent messages have status checkmarks just like on WhatsApp
1 check mark in gray - message was sent
2 check marks in gray - message was received
2 check marks in blue - message was read
How do attached files work?
Received attachments will be directly visible in the conversation.
Images will be displayed immediately, while other attachments will be shown as names and file extensions
It will not be possible to interact with file types that are excluded in the Admin module
Each valid attachment will be clickable and can be opened in the preview (just like for documents)
Attachments will be stored for 30 days, after which they will be removed from Pipeliner
Thumbnails will be replaced with a clickable link to request the file again
If the file is no longer available on WhatsApp, it will not be downloaded again
Can we send Mass messages?
It will not be possible to send Mass messages using WhatsApp (due to ToS and anti-spam protection).