With WhatsApp connected, WhatsApp conversations behave like any other Engage thread — with one WhatsApp-specific rule to know about. This article covers both.
Receiving WhatsApp Messages
Incoming WhatsApp messages appear in the inbox under the WhatsApp channel in the sidebar, and mix into All conversations like everything else. The conversation shows the client’s WhatsApp identity, and if their number matches a Pabau record the patient panel links automatically.
Replying
Open the conversation and type in the composer — the channel pill shows WhatsApp. Templates (/), variables ($), attachments and AI draft all work on WhatsApp replies.
The 24-Hour Window
WhatsApp’s platform rule: after a client’s last message, you have 24 hours to reply freely. Beyond that window, WhatsApp only accepts approved message templates — so keep templates ready for reminders and follow-ups. See our WhatsApp Templates and the 24-Hour Window article.
Switching a Conversation to WhatsApp
You can move a conversation to WhatsApp from another channel: click the channel pill in the composer and choose WhatsApp. The message goes to the client’s WhatsApp number on file.
TIP: WhatsApp message volume is charted per channel in Reports → Messages, so you can see WhatsApp take load off your phone lines over time.
Related Articles
We suggest reading our WhatsApp Troubleshooting in Engage article if messages are not flowing.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.