Start a WhatsApp chat from a client’s record
From the client’s record, type their number and start the chat. The chat is saved under that record, even if the session is linked to another unit.
Before you start · for managers and agentsThe permission to edit the record, and the Create permission on the session’s channel.
Before you start · for managers and agents
The permission to edit the record, and the Create permission on the session’s channel.
- You need: The permission to edit the record, and the Create permission on the session’s channel.
Steps
1
Open the record, then the chats tab, and choose Start Chat or New Chat.
The number and name window opens.
2
Choose the session, and type the number with the country code, such as
+966501234567. Include country code (e.g., +1 for USA) shows.3
Type a display name if you want, up to 255 characters.
4
Confirm.
Chat created successfully! shows, and the chat is saved under the record.
5
If the chat is linked to another record, a warning says so, with the option to move it.
Choose to move it so it goes under this record.
How it works
The chat is linked to the record you started it from, and no new record is created automatically.
Moving the chat changes who sees it: after the move, the people allowed to see the new record see it, and the old record’s owner may lose it.
Automations never move a chat from one record to another.
If something goes wrong
What you see
Why
What to do
“Please enter a valid phone number”
The number has no country code, or it has letters.
Type it as
+966….“This chat belongs to another record”
The chat is linked to another client.
Choose to move it if the old link was a mistake.
Failed to create chat
You can’t edit the record, or you don’t have Create on the channel.
Check your role.
A real example
Shield Security Co.
The situation
A new client called by phone, and the supervisor created their record in the “Contracts” unit.
What they did
- From the record, he started a WhatsApp chat with the quote.
- The client replied, and the chat stayed on the contract’s record.
The result
All the messages are in the contract’s record from the very first one.
A made-up company, to show the idea. The numbers are rounded.
Good to know
The number is in international format, with the country code.
The display name is up to 255 characters.
A chat is linked to only one record.
Did this guide solve it?
If not, we’ll ask what was missing.