WhatsApp entry points: know where a chat came from

A web form knows where a lead came from, because the form itself is the source. A WhatsApp chat does not. An entry point gives it that: a named way into WhatsApp for one campaign, so the chat is filed and followed up the way a form submission is.

Managers and admins manage entry points. Members can see the list, which the workflow builder reads from.

Add an entry point

1. Open Admin, then WhatsApp Entry Points.
2. Choose Add entry point. Give it a name, such as the campaign it belongs to.
3. Choose a code: 3 to 24 letters, digits or dashes, such as EXPDAY. Each code can be used once in your workspace. Pick something distinctive, because any message that contains the code counts.
4. Check the prefilled message. It is written for you from the name and code, and you can reword it as long as the code stays in it.
5. Optionally add Click-to-WhatsApp ad ids from Meta Ads Manager, one per line.
6. Choose Create entry point.

Share the link

Open the entry point’s Details to find a click-to-chat link for each WhatsApp line you can see. Put it behind a button on your website, in a QR code, or in a post. When someone taps it, their WhatsApp opens with the prefilled message ready to send, and that message carries the code.

A chat that starts from one of the listed ads is recognised by the ad itself, with or without the code.

What happens to a chat

When a message arrives with the code, or from one of the ads, Mesy files the chat on its own:

• One contact already has that phone number: the chat is linked to that contact.
• Nobody has it: a new contact is created with the number and the name the customer uses on WhatsApp, and the chat is linked to it.
• Nobody has it, and your contact type requires something a chat cannot tell, such as a last name: nothing is guessed. The owner gets an Add to CRM card in Approvals with the name and number filled in. Approving it creates the contact and links the chat.
• More than one contact has it: nothing is guessed. The chat waits for someone to link it by hand.
• The chat was already linked: it stays linked. Workflows narrowed to this entry point run again, so a returning customer still gets the campaign’s steps. Workflows that react to any linked chat don’t run again, because nothing new was linked.
• Someone deliberately unlinked the chat before: it is left alone.

Chats on a member’s own line are filed as that member, because only they can read that line. Chats on the team line are filed as the entry point’s owner.

The Recent chats list on the card shows every chat the entry point claimed, what happened to it, and why when it could not be filed. A chat left for a person updates on its own once someone links it or approves its card, and the entry point’s workflows run at that moment.

Start a workflow from an entry point

In the workflow builder, pick the trigger A chat is linked, then choose the entry point. The workflow then runs only for chats that came in through it.

Pair it with Add to a campaign to put the contact in the campaign’s members, then tag, assign or create a task as you would for a form. Adding someone to a campaign sends them nothing.

Keep it tidy

• Switching an entry point off stops new chats being filed through it. Its link still opens WhatsApp.
• Deleting an entry point removes its chat log. Contacts and links it made stay.
• If the owner leaves the workspace, the entry point switches off until an admin gives it a new owner.