Help Center
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Frequently asked questions
How do I connect my WhatsApp number?
MultiCRM connects via the WhatsApp Cloud API using Meta's Embedded Signup flow. During onboarding you'll be guided through linking your WhatsApp Business Account (WABA) directly within the app — no Meta developer portal access required. You'll need a phone number that is not already registered as a personal WhatsApp account.
Why isn't my message template approved yet?
Template approval is handled by Meta, typically within 24 hours but sometimes longer. Common reasons for rejection include promotional language in utility or authentication templates, unclear variable placeholders, or content that violates Meta's messaging policies. If your template was rejected, the reason is shown in your template dashboard — edit and resubmit, or contact support if the reason is unclear.
How does the shared inbox work?
All incoming WhatsApp conversations from your connected number appear in the shared inbox, visible to your whole team. Conversations can be assigned to specific agents so it is clear who is responsible for each one. Unassigned conversations stay in the general queue until claimed or assigned by an admin.
Can multiple agents reply to the same conversation?
Only one team member is assigned to a conversation at a time, which prevents duplicate replies. Any agent can view the full conversation history, but only the assigned agent — or an admin — can send messages. Reassigning a conversation takes effect immediately.
What types of WhatsApp numbers are supported?
MultiCRM supports WhatsApp Business numbers registered through a WhatsApp Business Account (WABA). Personal WhatsApp numbers cannot be used with the Cloud API. If the number is currently in use with the WhatsApp Business App, it will need to be migrated to the Cloud API — this process is guided step by step during onboarding.
How do I invite team members?
Go to Settings → Team, then enter the email addresses of the people you want to invite. They'll receive an invitation email with a link to create their account and join your workspace. [Role and permission configuration will be documented here once the team management module is complete.]