Workspace settings, channels and email templates

Admins use Admin › Workspace Channels to connect the WhatsApp numbers, Telegram bot, Facebook Page and shared email addresses your whole team uses. Each WhatsApp number and shared mailbox you connect gets its own card. Managers and admins also write email templates, and admins change a few workspace settings.

Connect a WhatsApp number

A WhatsApp line is one WhatsApp Business number connected to Mesy. You can connect more than one. A team line is one everyone on the team can see and answer. An assigned line is one only its assigned person can see. The business still owns the number.

To connect a number:

1. Open Admin, then Workspace Channels.
2. Find the WhatsApp Business card. If you already have a line, it’s the Add a WhatsApp line card.
3. In the dropdown above the button, keep the Team line option for a line everyone answers. Or pick the member who will answer it.
4. Click Connect with WhatsApp. A WhatsApp window opens.
5. Follow the steps in the WhatsApp window to the end.
6. Wait while the button reads Connecting your number…. A banner says “WhatsApp connected.” and the number gets its own card.

The line’s card shows the number, its status, and how many conversations and sent messages it has. Customer messages to the number now arrive in the Inbox. To read and answer them, see Read and reply to WhatsApp messages.

If the card shows boxes such as Phone Number ID instead of a Connect with WhatsApp button, your business set WhatsApp up on Meta’s developer site. Copy each detail from there, under WhatsApp › API Setup. Then click Connect.

Finish registration with your PIN

Sometimes WhatsApp can’t register the number, most often because it already uses two-step verification. Then no banner appears. Instead, the card shows Not registered yet and a message starting “Finish registration.” To finish:

1. Type the number’s 6-digit PIN in the box under the message. It’s the two-step verification PIN already set on this number.
2. Click Register. Mesy says “WhatsApp number registered” and the card reads Active.

If the PIN is wrong, a message under the box says so. WhatsApp allows ten tries in 72 hours.

Keep using the WhatsApp Business app

A number can stay on the WhatsApp Business app on your phone while it’s connected to Mesy. Its card then reads Also on the WhatsApp Business app.

After you connect it, Mesy imports the app’s contacts and your chats from the last 180 days. Keep the app open on the phone until the import finishes. WhatsApp only allows this import within 24 hours of connecting. When it’s done, the card shows App data imported. Messages you send from the app on your phone also appear in the Inbox.

Hand a line to someone else

When someone leaves or changes jobs, give their line to another member:

1. Click Edit on the line’s card.
2. In the dropdown under the number’s details, pick another member, or the Team line option.
3. Click Save. The line’s conversations go with it to the new person, or to the whole team.

Remove a WhatsApp line

Remove a line only when the business gives up the number. Click the bin icon on its card and confirm with Remove. Mesy deletes that number’s conversations and messages.

You can’t undo this. Mesy can’t get the old messages back from WhatsApp. Your other lines aren’t affected.

Let a bot answer a line

An enquiry bot answers customers on a WhatsApp line by itself. It answers only from your Business Profile (your name, what you do, hours and location) and your Knowledge library (answers your team writes once). It needs the Customer chat bot add-on, an extra part of Mesy that Mesy turns on for your business. See Add-ons.

With the add-on, each line card has a Customer-facing bot section with an Enable enquiry bot button. To set it up, see Let a bot answer WhatsApp enquiries.

Match WhatsApp chats to customers by phone number

A record is one entry in Mesy, such as one customer. Below the cards, WhatsApp phone linking has one setting, Phone suggestions. It starts at Off.

Choose Suggest and Mesy suggests which person a WhatsApp chat belongs to. Mesy only suggests someone when exactly one person you can see has that number. The number must be saved with a + and country code, such as +65 9123 4567. Nothing is linked until you click Accept on the suggestion. See Read and reply to WhatsApp messages for how suggestions look in a chat.

Connect a Telegram bot

Connect a Telegram bot so your team can talk to Mesy AI from Telegram. Your workspace (your business’s own private area in Mesy) uses its own bot. To connect one:

1. In Telegram, open a chat with @BotFather. It’s Telegram’s own bot for making bots.
2. Send /newbot and follow its questions to create your bot.
3. Copy the bot token BotFather gives you. It’s a long code.
4. In Mesy, open Admin, then Workspace Channels.
5. On the Telegram Bot card, paste the token into the Bot token from @BotFather box.
6. Click Connect. The card shows the bot’s @name, Active and how many people have linked to it.

Each member then pairs their own Telegram with the bot. Pairing means connecting it once with a short code. See Connect Telegram to your Mesy account. Once people pair, the card lists them under Linked Users.

Pause stops the bot answering anyone until you click Activate. To remove the bot, click the bin icon, then Confirm. Removing it also disconnects every member’s Telegram from Mesy.

Under Your Link, the card shows whether your own Telegram is paired. To choose what Mesy AI may do on Telegram, click Control what the AI can do on Telegram. See Set up the AI.

Connect Messenger and Instagram

The Messenger & Instagram card connects one Facebook Page and the Instagram account linked to it. It works only if your business has the Social channels add-on. See Messenger and Instagram for the steps.

Connect a shared mailbox

A shared mailbox is a Google account the team shares, such as sales@yourbusiness.com. You connect it by signing in to that account, not your own. So it keeps working when people leave. To connect one:

1. Open Admin, then Workspace Channels.
2. On the Shared mailboxes card, type the mailbox’s address.
3. Click Connect.
4. When Google asks which account to use, sign in as the shared mailbox. Back in Mesy, a banner says “Shared mailbox connected.”
5. Click Sync on the mailbox’s new card. Mesy brings in its mail and says how many messages came in.

Everyone in the workspace can read a shared mailbox’s mail. To read it, see Connect mail and read it.

Choose who can send from a shared mailbox

Admins can always send from a shared mailbox. To let another member send from it:

1. Click Who can send on the mailbox’s card.
2. Tick the member. Mesy saves it straight away and says “Send access updated”.

Untick a member to take their access away. To send from the mailbox, see Write and send email.

Sync or disconnect a shared mailbox

Each mailbox card shows Active and when it last synced. Mesy picks up new mail by itself. To check for new mail right now, click Sync.

To disconnect, click the bin icon on the mailbox’s card and confirm with Disconnect. Mesy stops receiving its mail and removes the messages stored in Mesy. Gmail keeps its own copy of everything.

Write an email template

An email template is a saved email your team can reuse. Managers and admins write them, and everyone can use them when they write an email.

A merge field fills in a detail from the customer’s record when you use the template. For example, {{first_name}} becomes the person’s first name.

To write a template:

1. Open Admin (or Manager), then Email Templates.
2. Click New Template.
3. Type a Name. It’s the only box you must fill in.
4. Add a Category, Subject and Body if you want them.
5. To add a merge field, click it above the body. It goes where your cursor is.
6. Click Create. The template appears in the list with its Name, Subject, Category and Created date.

The merge fields you see depend on the lists your workspace has:

• A people list gives {{first_name}}, {{last_name}}, {{full_name}}, {{email}} and {{phone}}.
• A companies list adds {{company}}.
• A deals list adds {{deal_title}} and {{deal_stage}}, and {{deal_value}} if deals have a value.
• {{owner_name}}, the name of the person who owns the record, is always there.

To change a template, click the pencil on its row, edit it and click Update. To delete one, click the bin icon and confirm with Delete. To use a template in an email, see Write and send email.

Change your workspace name and settings

Open Admin, then Organization. The settings are in the Workspace section.

Admins can change Workspace Name and Industry, then click Save Changes. Managers can see them but not change them.

Admins also see these settings. Each one saves as soon as you change it:

• Default home screen is where members land when they open Mesy: Dashboard or Chat. Each person can pick their own in Settings › Appearance.
• Record sharing limits who sees which records. To turn it on, see Turn on record sharing.

The last three switches sit under the Sharing behavior heading, below Record sharing:

• Notify superiors on record changes is for records only some people can see. When one moves to a new stage (a step in your sales pipeline) or gets a note, Mesy also tells admins and the owner’s managers in the org chart. It only matters while record sharing is on. It starts off.
• Telegram digest respects visibility makes each person’s Telegram digest (a summary of your records) count only records they can see. It only matters while record sharing is on. It starts on.
• Needs-reply detection works even with record sharing off. It lets Mesy spot emails waiting for your reply. It adds a Needs reply view to All mail and marks those emails on the Inbox home. It starts off.

If something doesn’t work

• If a banner says the WhatsApp window “was closed before finishing” or “WhatsApp reported a problem”, nothing was connected. Click Connect with WhatsApp and try again.
• If a WhatsApp card says “The import window closed.”, “Chat history wasn’t shared.” or “Chat history couldn’t be imported.”, the number still works. To import the chats, open the WhatsApp Business app and go to Settings › Account › Business Platform. Disconnect Mesy there. Then connect the number again with chat history sharing turned on.
• If a WhatsApp card says “WhatsApp refused the import request.”, Mesy keeps trying until the time shown. Keep the WhatsApp Business app open on the phone.
• If Mesy says “Invalid bot token”, copy the token from @BotFather again and paste it.
• If a banner says “that is a different Google account from the address you entered”, nothing was connected. Click Connect again and sign in as the shared mailbox.
• If a shared mailbox card says Needs attention, connect the same address again from the Shared mailboxes card.
• If a member sees no Reply on a shared mailbox’s mail, or can’t pick it as the From address, they don’t have send access. Tick them under Who can send on the mailbox’s card.
• If Mesy says “Sync ran recently, try again in a moment”, wait 30 seconds, then click Sync again.