Leads from WhatsApp chats

How it works

Connect your number under Marketing › WhatsApp › Numbers (see Connecting your WhatsApp Business number). From then on, when someone who is not yet a client messages that number, BMexa creates the lead: their WhatsApp profile name, their number and the first message, plus the ad’s headline and link when the chat started from a Click-to-WhatsApp ad. When Facebook is connected (Marketing › Integrations), BMexa also looks up which ad campaign the ad belongs to, links the lead to that campaign and puts it on the campaign’s project, exactly as for a Facebook form lead; a known client’s enquiry is linked to the campaign too if it had none. Lead Automation Rules, the duplicate setting and alerts apply as for any other source.

A known client’s message never creates a second lead; it is added to their open enquiry as a remark and the assigned person is alerted “X messaged on WhatsApp”.

Settings

• Create a lead when an unknown number writes in: on or off per number, on the number’s card under Marketing › WhatsApp › Numbers (the card also counts how many leads it has made so far) or when you first connect the number.
• Leads from new conversations land with: the person set on the number’s card; a Lead Automation Rule can route them elsewhere (platform “WhatsApp”).
• Automatic replies to these first messages are the Reply rules; the auto-reply to new leads does not answer them, so nobody gets two welcomes.
• A message that starts with STOP (or Meta’s Stop promotions button) opts the number out of every message your company sends; it is still saved and the assigned person is told, but no reply rule answers and no sequence enrols them until they send START.

What happens when a lead arrives

• The lead is created in Clients within seconds, with the source name on the record and on the alert.
• The person you chose on the connection is assigned and gets an in-app alert (and a browser push if they allowed it). If they turned on Lead alerts on WhatsApp, they also get the lead on WhatsApp from BMexa’s number, or from your own connected number when its card has the lead-alert option on; the client’s phone and email are masked in that message.
• Every field we recognise fills the client record: name, phone, email, city, project, budget, purpose, message, campaign. Any other field is kept as a form field and written to the remarks, so nothing the form captured is lost.
• A phone number that already has an open enquiry does not create a second lead: the message is added as a remark on the existing one, and if it came from a different source a lead clash is raised for the manager to settle.
• Assignment rules, duplicate settings and auto-replies apply to these leads as they ship (see Automations & WhatsApp).