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4 min readBasicAgentManagerAdmin

WhatsApp with customers — write straight from the system

See the whole conversation and send a message without leaving CloseUp — every message is saved on the card.

Messages go out from the company's connected number (or the handling rep's number) and are logged on the lead's timeline, so the whole team sees what was said.

Before you start
  • A WhatsApp number connected for the company (your admin connects it under "Lead sources")
Open in CloseUp

Steps

  1. 01

    Open the WhatsApp window from the card

    Lead card›WhatsApp›Write here, inside CloseUp

    On the lead card click WhatsApp → Write here, inside CloseUp.
    On a phone, the WhatsApp button in the bottom bar opens it directly.

    You should see: A WhatsApp-style window opens with your recent conversation with the customer.
  2. 02

    Type and send

    Type in Type a message… and click the green send button (or Ctrl+Enter).

    You should see: "Sent on WhatsApp" — it shows in the window and on the lead's timeline.
    Tip: The green strip at the top tells you how long you can still write freely.
  3. 03

    WhatsApp's 24-hour rule

    WhatsApp allows free text only within 24 hours after the customer last wrote to you. After that the strip turns amber ("24 hours have passed...") and you can't write from the system.
    What then? Open in WhatsApp opens the chat in the app (with what you started typing), or your manager sends an approved template via Outreach.

    Note: This is WhatsApp's rule, not CloseUp's — it applies to every system.
  4. 04

    The full history — on the timeline

    Incoming and outgoing messages are also saved in Activity timeline → filter WhatsApp, next to calls, emails and meetings.

    Tip: Prefer the app? WhatsApp → Open chat still opens WhatsApp — but then the message isn't logged on the card.

Questions

A customer wrote from a new number. Where is it?

If "Create lead from unknown number" is on, a new lead is created. Otherwise it's in Unmatched calls.

It says the company has no WhatsApp number connected.

Your admin needs to connect one. See Connecting WhatsApp for the company (admins). Until then, Open in WhatsApp opens the app.

Can I reply from a task too?

Yes. In a task drawer: Smart reply suggestion → WhatsApp — a ready draft sent the same way.

Can I WhatsApp many customers?

Yes, via Outreach (admins and marketing). See Outreach: bulk email, WhatsApp and SMS.