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Initiate a whatsapp conversation with a customer

An Operator starts a brand-new WhatsApp conversation with a customer who has not written first — for example, following up on a quote — which WhatsApp only permits via an approved template.

When this happens: Operator opens the Contact's profile and selects Start conversation — WhatsApp.

Step by step

  1. 1

    On the Contact's profile, clicks Start conversation and selects *WhatsApp — +373 69 …*.

    EasyCRM opens the composer with only Send Template available (no existing conversation means no open window).

  2. 2

    Pick the approved template Order Follow-up (Utility) and fills its one variable, the order number.

    EasyCRM sends the template via the Cloud API and creates the new Conversation with the template message as its first Message. Replies Thanks, still deciding The reply opens a 24-hour window; the Operator can now reply free-form.

Other paths

Start from another channel available on the profile

If the Contact has no active WhatsApp conversation but the profile shows the number is reachable. Same flow applies (UC-25.19 covers the general start on another available channel case; this is its WhatsApp instance).

If something goes wrong

No approved template available

If no template is Approved yet for the connection. EasyCRM shows No approved WhatsApp templates yet — ask an Admin to submit one for approval, and the send action stays disabled.

Good to know

  • Initiating a conversation always requires an approved template — there is no free-form path to a customer who has not written first.
  • The template send does not itself open a window; only the customer's reply does.