WhatsApp Conversations

The WhatsApp module gives your team a shared inbox for all WhatsApp conversations — sorted, searchable, and linked to your CRM contacts.

Conversations List

The left panel shows all active WhatsApp conversations. Each conversation entry displays:

• Contact name (or phone number if not yet linked to a contact)
• Last message preview
• Timestamp of the last message
• Unread count badge (blue dot)

Conversations are sorted by most recent message by default.

Opening a Conversation

Click any conversation to open the chat view on the right. The chat view shows the full message history in a standard messaging layout (received messages on the left, sent on the right).

Sending a Message

Free-form Text

If you are within the 24-hour session window (i.e. the contact messaged you in the last 24 hours), type your message in the text box at the bottom and press Enter or click Send.

Using a Template

If more than 24 hours have passed since the customer last messaged you, you must use an approved template:

1. Click the Template button in the message input area.
2. Browse your approved templates.
3. Select a template.
4. Fill in any variable fields (e.g. → "Sarah").
5. Click Send.

Emoji Picker

Click the emoji icon in the message input bar to open the emoji picker and insert emoji into your message.

Linking a Conversation to a Contact

New conversations from unknown numbers are not automatically linked to a contact. To link:

1. Open the conversation.
2. Click Link Contact in the conversation info panel (right side).
3. Search for an existing contact by name or email.
4. Select the contact. The conversation is now associated with that contact and appears in the contact's detail panel.

If no matching contact exists, click Create Contact to create a new one from the conversation.

Conversation Info Panel

Click the info icon (top-right of the chat view) to open the info panel, which shows:

• Linked contact details
• Associated deals
• Conversation start date
• Message count

Selecting and Deleting Messages

To delete one or more messages from a conversation:

1. Hover over a message and click the checkbox that appears.
2. Select additional messages if needed.
3. Click Delete Selected at the top of the chat.
4. Confirm deletion.

Message deletion is local only

Deleting messages in Bsynced CRM removes them from the CRM view only. They are not deleted from the recipient's WhatsApp app. WhatsApp does not support server-side message deletion via the API.

Searching Conversations

Use the search bar above the conversations list to search by contact name or phone number. You can also search within a conversation using the in-chat search icon.

Assign conversations to team members

Each conversation can be assigned to a specific team member. Use the Assigned to dropdown in the info panel to route conversations to the right person.