WhatsApp Business

Overview

WhatsApp integration in Ingegno CRM allows you to manage all your WhatsApp conversations with leads and clients directly from your CRM. You can send and receive messages, track conversation history, and keep everything linked to your contacts.

Ingegno supports two ways to connect WhatsApp, each suited to different needs:

• WhatsApp Business API — For businesses that need a dedicated number, high message volumes, and template-based outreach. Requires Meta approval for message templates.
• WhatsApp Web (QR Code) — For personal or business accounts. Works just like WhatsApp Web — scan a QR code and use your existing number in the CRM alongside your phone.

Where to Find WhatsApp

WhatsApp Business is located in the Channels section of Ingegno. Click the chat icon on the far-left sidebar to access the Channels menu. Under "Channels", you'll find WhatsApp as an expandable section alongside Email and Live Chat.

WhatsApp Sub-Menu

Once you expand WhatsApp, you'll see four options:

• Conversations — Your message inbox showing all conversations with contacts
• Templates — Message templates synced from Meta that you can use to start conversations
• Accounts — Manage your connected WhatsApp Business accounts
• Settings — Settings and configuration options

Connecting WhatsApp

To connect WhatsApp, you can either:

• Go to Settings > Integrations, find the WhatsApp card, and click + or Manage →
• Or navigate to Channels > WhatsApp > Accounts and click Connect WhatsApp

A dialog will appear asking you to choose your connection method:

Option 1: WhatsApp Business API

This is the professional option, labeled "Business" in the dialog. It says: "Requires a dedicated phone number. Best for businesses with high message volume and template messaging."

Choose this if:

• You have a dedicated phone number for your business WhatsApp
• You need to send high volumes of messages
• You want to use message templates (approved by Meta) for outbound campaigns
• You need features like verified business badge and higher sending limits

After selecting this option, you'll be guided through the process to authenticate your WhatsApp Business account via Meta. Once connected, your account appears in the Accounts section with badges showing verification status (e.g., "Verified"), tier level (e.g., "GREEN"), and daily messaging limit (e.g., "1K/day").

Option 2: WhatsApp Web (QR Code)

This is the quick-start option, labeled "Personal / Business" in the dialog. It says: "Scan a QR code like WhatsApp Web. Use your existing phone number both on your phone and in the CRM."

Choose this if:

• You want to use your existing personal or business WhatsApp number
• You don't need a dedicated business number
• You want a fast, simple setup without Meta Business Manager configuration
• You want to chat with contacts from both your phone and Ingegno simultaneously

To connect via QR code:

1. Select WhatsApp Web (QR Code) in the dialog
2. A QR code will appear on screen with the title "Scan QR Code"
3. On your phone, open WhatsApp > Settings > Linked Devices > Link a Device
4. Scan the QR code displayed in Ingegno
5. Once scanned, your WhatsApp account is connected and conversations will sync into the CRM

Managing connected accounts

All connected accounts (both API and QR Code) appear in Channels > WhatsApp > Accounts. Each account shows its type, phone number, and connection status. You can connect multiple accounts and manage them from this section.

Working with Message Templates

Why Templates Matter

WhatsApp Business API requires the use of approved message templates to initiate conversations. Templates ensure that your messages comply with WhatsApp's policies and provide a better experience for your contacts.

Viewing Your Templates

Go to Channels > WhatsApp > Templates to see all your message templates. Each template displays:

• Name — The identifier for the template
• Status — Shows "Approved" once Meta has reviewed it
• Category — The type of message (e.g., marketing, transactional, authentication)
• Language — The language in which the template is written

Only templates with "Approved" status can be used to start new conversations.

Syncing Templates from Meta

Templates are managed in your Meta Business account but need to be synced into Ingegno to be available for use:

1. Create or update your templates in Meta Business Manager
2. Return to Channels > WhatsApp > Templates in Ingegno
3. Click the Sync Templates button to import the latest templates from Meta
4. Wait for Meta's approval process (this can take a few hours or up to a day)
5. Once approved, templates will show "Approved" status and be ready to use

Managing Conversations

Accessing Your Message Inbox

All WhatsApp conversations are displayed in Channels > WhatsApp > Conversations. This is your central inbox for all incoming and outgoing messages through WhatsApp.

You can:

• View conversation history with each contact
• See the status of messages (sent, delivered, read)
• Start new conversations using approved templates
• Manage and organize conversations

Messaging from Contact Profiles

You can also send WhatsApp messages directly from within a lead or client profile:

1. Open a Lead or Client profile
2. Click the WhatsApp tab
3. View the message history with that specific contact
4. Send messages directly using approved templates

This allows you to keep all contact communication in one place while working on their profile.

Best Practices

• Keep templates up to date — Regularly review and update your templates in Meta Business to ensure they reflect your current messaging needs
• Use template variables — Many templates allow you to customize content with dynamic variables. Use these to personalize your messages
• Monitor template status — Before launching campaigns, confirm all your templates have "Approved" status
• Organize contacts — Keep your contact information current so WhatsApp messages reach the right people
• Comply with regulations — Always follow WhatsApp and local regulations regarding business messaging, opt-in/opt-out preferences, and message frequency

Troubleshooting

Templates Not Appearing

If your templates don't appear in Ingegno after creating them in Meta:

• Click Sync Templates to manually refresh the list
• Wait a few moments — syncing may take a moment to complete
• Verify the templates are fully approved in Meta Business Manager

Account Shows Inactive

If your WhatsApp account shows as inactive:

• Check your internet connection
• Verify your WhatsApp Business account is still active in Meta Business Manager
• Return to Settings > Integrations and confirm the connection

Cannot Send Messages

If you're unable to send messages:

• Ensure you're using an approved template (status shows "Approved")
• Verify the contact has opted in to receive WhatsApp messages
• Check that your WhatsApp Business account is connected and active