Enquiries on WhatsApp

Messages go out from your own number, through your own Meta app. YogaTribex never sends them from a number of its own.

You need a Meta developer account, and a Facebook app with your school's WhatsApp number added. The page links to Meta's guides for both.

Open Setup › WhatsApp, which appears when your plan includes WhatsApp. The Owner and the Config Manager can open it. The page is called WhatsApp Cloud API Setup.

1. 01

   Step 1: Create the Meta app

   Step 1 on the page links to Meta's guide for a developer account and a Facebook app. In the app's dashboard, find the WhatsApp product and click Setup.

2. 02

   Step 2: Connect the webhook

   In your Meta app, open WhatsApp › Configuration. Paste the Callback URL and Verify token shown on this page, then press Verify and save there.

   • In the same place, subscribe the app to the messages webhook field. Without it, students' messages do not reach you.
3. 03

   Step 3: Check the handshake

   Back in YogaTribex, click Check again. Step 1 turns green with Success once Meta has checked the address.

4. 04

   Step 4: Paste the token

   Under Step 2, paste your Permanent access token. The page links to Meta's guide for making one.

5. 05

   Step 5: Add the two IDs

   Under Step 3, enter the Phone number ID and WhatsApp Business Account ID from WhatsApp › API setup in your Meta app.

   • Meta App ID is optional. Templates with a picture, video or document at the top need it; it is under App settings › Basic in Meta.
6. 06

   Step 6: Submit

   Click Submit, then Yes, submit. Every detail is checked with Meta before anything is saved.

Once connected, the status card reads Success!, and WhatsApp Business Details shows Meta's view of your number. That includes its Quality Rating and Messaging Limit.

If Can Send Message is not AVAILABLE, Meta's reasons are listed under it when Meta gives them. Refresh from Meta asks again.

WhatsApp lets a business write first only with a template Meta has approved. When you connect, YogaTribex sends Meta a template for each of your messages that goes by WhatsApp.

• By default, these are the thank-you a new enquiry gets and the six pre-arrival messages.
• A payment request with a Pay now button is added too. It opens your school's own payment page.

They are listed under Message templates on the same page. Each says pending until Meta decides, then approved or rejected; only an approved one can send.

YogaTribex asks Meta for its decisions every hour, and Check with Meta asks now. A rejected template shows Meta's reason, when it gives one, and Submit again.

To write templates of your own, open Setup › WhatsApp templates. Sending one from a chat is covered in Inbox replies.

A message from a number that is on none of your enquiries becomes a new enquiry by itself.

• It takes their WhatsApp name, or their number when Meta gives no name.
• Its source is WhatsApp, its status is New, and nobody is assigned.
• It waits in Enquiry Management › New Enquiry for someone to claim.
• No automatic thank-you goes back: they are already talking to you.

The conversation is in the Inbox, on their WhatsApp tab, and their row shows a New number badge.

Everyone who can read the Inbox is told. The bell shows, for example, New enquiry on WhatsApp from Priya, with Open the conversation. Anyone working elsewhere in the CRM also sees a popup.

To answer, a salesperson claims the enquiry first. See Assigning enquiries and Inbox replies.

A message from a number saved on one of your enquiries goes to that enquiry's WhatsApp tab in the Inbox. If several enquiries share the number, the newest open one gets it.

The colleague who holds the enquiry is told, and so are the owners: Priya sent a WhatsApp message. If nobody holds it, everyone who can read the Inbox is told.

A closed conversation opens again by itself when they write.

For 24 hours after a student's last message, you can write to them freely. After that, or before they have ever written, only an approved template can be sent.

The strip above the messages says which applies. It reads Reply window open with the time left, or Reply window closed — only an approved template can go now.

1. 01

   Step 1: Open their WhatsApp tab

   To write first, open the enquiry. Under Conversations, click Open in Inbox on the WhatsApp line.

2. 02

   Step 2: Choose a template

   The tab reads Start a WhatsApp chat with Priya. Click Send a template, then choose one under Template.

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   Step 3: Check and send

   Their details are filled in for you. Check the values, then click Send.

When they answer, the window opens. Only the colleague who holds the enquiry, or someone who assigns enquiries, can send.

A student who enquired before may write from a number you did not have. Their message makes a second enquiry, and anyone who can edit enquiries can join it to the first.

1. 01

   Step 1: Open the chat

   In the Inbox, open the row with the New number badge. Click Link at the top of the chat.

   • On a phone, open the ⋮ menu and tap New WhatsApp number.
2. 02

   Step 2: Find their enquiry

   In Link Priya with an enquiry, search by name, email or phone, or click Show likely matches. Choose their enquiry.

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   Step 3: Compare and confirm

   Are you sure? Link these two shows both side by side, and What happens lists each change. Click Yes, link them.

The chat moves onto the chosen enquiry, and their next messages arrive there. The enquiry WhatsApp made is closed as Duplicate, not deleted.

Somebody new after all? Click Fill in details under Somebody new?, and add what they told you in the chat.

Link is offered only until someone fills in the new enquiry, enrols them or takes a payment on it. The owner can undo a wrong link with ⋮ › Unlink this WhatsApp chat.