Source: https://www.brixit.io/docs/crm-whatsapp

# How to manage WhatsApp conversations and templates in Brixit CRM

Open **WhatsApp → Client conversations** to read client messages and reply from your
connected business number. Use **Templates** for reusable approved messages and
[WhatsApp campaigns](https://www.brixit.io/docs/crm-whatsapp-campaigns) to reach a selected audience.

## Before you begin

Your company needs a connected WhatsApp business number and your role needs conversation
and sending permissions. Follow the [WhatsApp connection guide](https://www.brixit.io/docs/whatsapp) for setup.
Your contact visibility also limits which conversations you can access.

[![WhatsApp Conversations workspace with phone search, Templates and Campaigns navigation](https://www.brixit.io/images/docs/modules/whatsapp-conversations.jpg)](https://www.brixit.io/images/docs/modules/whatsapp-conversations.jpg)

*This workspace has no connected number. The screenshot shows navigation and the empty
conversation layout; sending becomes available after connection and permission checks.*

## Find or start a conversation

1. Open **WhatsApp → Client conversations**. The workspace tab is labelled **Conversations**.
2. Search by the client's phone number, including its country code, and open the matching thread.
3. Use **Load older messages** when you need more history.
4. To contact someone new, use **Start a conversation** and select the correct CRM contact.
5. Read the history and check the phone number before composing a message.

Incoming numbers can match existing contacts. Where you have the appropriate access,
use **Match a CRM contact**, **Assign conversation** and **Assign** to resolve an unassigned
conversation. Check ambiguous matches before associating them with a person.

## Reply or send a template

1. Check the conversation indicator: **Reply window open** or **Template required**.
2. When the reply window is open, enter your text in **Message**.
3. Otherwise, choose **Use an approved template** and review its language and message preview.
4. Select **Send** when the recipient and content are correct.
5. Check the message's status and any error code. Accepted or sent does not mean delivered or read.

Brixit's current reply window is 24 hours from the latest incoming client message.
Eligibility is checked again when sending. If the composer says you have view access,
ask an administrator to review your sending permission and record access.

A WhatsApp [follow-up](https://www.brixit.io/docs/crm-followups) records planned work; it does not send this message.

## Create a reusable template

1. Open **Templates** in the WhatsApp workspace.
2. Enter **Template name**, select **Language** and choose **Category**.
3. Write the plain-text **Message**. Use Marketing for offers and outreach; Meta determines
   the final category and approval status.
4. Select **Submit to Meta** when the message is ready for review.
5. Use **Refresh status** later and wait for **APPROVED** before sending.

The current composer accepts supported static text templates. Templates with variables,
headers, buttons or media are not offered for sending in this interface. An approved
template must still use a supported format to appear in the selector.

## Record client consent

With permission to edit contacts, open the conversation's **Client consent** section.
Choose **Marketing** or **Service messages**, set **Opted in** or **Opted out**, and record
the source, date and what the person agreed to. Select **Record consent** after checking
that the entry accurately reflects their choice.

Selecting WhatsApp as a communication preference does not record campaign consent.
Campaign delivery checks consent and other exclusions again before sending.

## Manage Hidden people

Use **Hide this person** only when you intend to hide their conversation from the team's
WhatsApp workspace. Their history and future messages stay out of the shared inbox and
WhatsApp contact searches, and campaigns skip the number. Messages remain stored; this
does not hide or delete an existing CRM contact.

Open **Hidden people** to review people you have hidden. Only the person who hid them can
restore them from that list. Read the confirmation before **Restore**: stored history and
future messages become visible again to teammates with access.

## Common questions

### Why is the reply box unavailable?

Check the business-number connection, sending permission and the reply-window indicator.
Outside the reply window, choose a supported approved template.

### Where do campaign replies appear?

Replies arrive in **Conversations**, where your team can continue the client conversation.