1. What is this?

This is where you connect your WhatsApp Business account to your GoCSM system. Once connected, you can send and receive WhatsApp messages right from the Conversations tab — just like you do with email or SMS.

2. How it fits with GoCSM:

• Talk to your customers on the channel they actually use.

• Handle WhatsApp replies within your GoCSM Conversations tab — so all success messages stay in one place.

• Use it with snippets for faster replies.

• Works well for reminders, follow-ups, and quick check-ins — especially for customers who aren’t active on email.

3. What You Can Do:

1. Connect Your WhatsApp Account You’ll need a verified WhatsApp Business API setup. (You can do this through Twilio or directly via HL’s integration.)

2. Send Messages from Workflows Trigger WhatsApp messages using your Customer Touch automations — like onboarding reminders or check-ins.

3. Use Templates for Outreach WhatsApp needs approved templates for the first message. You can customize these to match your GoCSM tone.

4. Chat in Real-Time Respond right from the GoCSM Conversations tab when customers reply — no switching platforms.

4. Why Use It with GoCSM?

Because success teams get better results when they meet customers where they already are — and for many, that’s WhatsApp.