Connecting and using the WhatsApp module

The WhatsApp module connects your WhatsApp number to the system. Messages come into one chat the whole team works from, new leads open from messages, and you can send messages by hand, as a broadcast or from a trigger.

The connection is made by scanning a QR code from your phone (an unofficial connection). There's also an official Meta connection - see section 11.

About the screenshots: The screenshots show the Hebrew interface. Button and menu names are given in English, with the Hebrew label in parentheses so you can spot them on screen.

1. Where the settings are

Open the Settings (הגדרות) menu and choose WhatsApp settings (Whatsapp הגדרות) (in the System and settings group).

The WhatsApp API settings page has four tabs:

Tab	What's in it
Connection (חיבור)	A card for each connected number: status, QR connection, disconnecting and rep assignment (sections 2-5)
New lead alerts (התראות על ליד חדש)	A WhatsApp message for every new lead. See Notifications
Chat (צ'אט)	Chat display settings (section 7). Shown when the system has more than one user
Creating leads from messages (יצירת ליד מהודעות)	When a message opens a new lead (section 6)

2. Connecting a number by scanning a QR code

In the Connection tab, each number appears in its own card:

• Status: connected, not connected, etc. (in the table below).
• Phone: the number connected to the card.
• In queue: messages waiting to be sent from this number.
• Assigned reps: the reps who work from this number (section 3).

Status	What it means
Connected (מחובר)	Everything works: incoming messages reach the system, outgoing messages are sent
Not connected (לא מחובר)	WhatsApp disconnected. Messages to the number don't reach the system, and what's sent from it waits in the queue. Reconnect with a QR code
Paused (מושהה)	WhatsApp temporarily restricted the linked devices. The number is connected and receives messages, but messages to new contacts wait in the queue until the restriction is lifted, usually within 3 to 10 days. No need to scan the QR again
Being installed (בתהליך התקנה)	A new number that's still being set up. Takes a few minutes
Blocked (חסום)	WhatsApp blocked the number. See the blocking and safety guide
Unavailable (לא זמין)	The connection was stopped because the number wasn't connected for 5 days. Reconnect with Activate connection (section 4)

The connection itself

1. On a card whose status is Not connected, click Connect with QR (חבר עם QR).

2. The Connect WhatsApp with QR window opens. Wait a few seconds for the code. The code changes by itself every 20 seconds, so there's no need to rush.
3. On the phone with this number, open WhatsApp, and in the menu (the three dots on Android, Settings on iPhone) choose Linked devices. Tap Link a device and scan the code on the screen.

4. When the connection succeeds, WhatsApp connected successfully! appears, and the card changes to Connected.

The code won't scan?

• Scan only from inside WhatsApp (Linked devices → Link a device). The phone's regular camera won't work.
• The code doesn't load? The window has an Open an external scan page (separate window) link. You can also open Actions → Reboot on the card, wait a minute and try again.
• The window itself has a detailed scanning guide with pictures.

First number, additional number

• No number yet? At the top of the tab click Add new device (הוספת מכשיר חדש). On the Basic plan, the message A WhatsApp license isn't available on the Basic plan appears instead, with a link to change plans.
• Want another number? Once a number is connected, the Add another number card appears. Additional numbers are connected through support.

Before you connect A QR connection is unofficial, and WhatsApp may block a number that sends like a robot. There's a warning card about this at the top of the tab. How to send without getting blocked: the blocking and safety guide.

3. A number for each rep

In a team with several numbers, the account manager assigns each number to the reps who work from it. This is done at the bottom of the card, under Assigned reps (נציגים מוקצים):

1. Click Add rep (הוסף נציג) and choose a rep from the list.
2. To remove a rep, click the X on their name.
3. A rep assigned to several numbers? Click the star on their name on the card of their main number. A yellow star = the rep's main number.

Other users see the assigned reps, without being able to change them.

What the assignment changes:

• Messages the rep sends from the chat go out from their number, even if the customer wrote to a different number. A rep not assigned to any number replies from the number the customer wrote to.
• In triggers, when several numbers are connected, in the Send WhatsApp action you can choose under WhatsApp account the option By the device assigned to the rep (otherwise from the main number). See Triggers and automations.
• In the chat, conversations from all the numbers appear together. Next to each conversation you see which number it belongs to, and at the top you can filter by number (section 7).

Leads from a rep's number You can also have a lead that opens from a message to a rep's number assigned automatically to that rep. This assignment is set up through support.

4. A rep isn't getting messages or leads?

In most cases the rep's device has simply disconnected. Here's how to check:

1. Open Settings → WhatsApp settings → the Connection tab.
2. Find the card where the rep appears under Assigned reps.
3. Check the Status on the card:

Status	What it means for the rep
Not connected	That's the reason. As long as the device is disconnected, messages to the rep's number don't reach the system: they don't appear in the chat and don't open leads. The In queue row shows how many messages the rep sent are waiting to go out, and clicking the number shows them
Unavailable	The device was disconnected for more than 5 days, and the system stopped the connection (section 5). Here too, messages to the number don't reach the system
Paused	The device is connected and receives messages. Only messages to new contacts wait in the queue, until WhatsApp lifts the restriction
Connected	The device is fine. Skip to step 6

The account manager also sees a Disconnected row on the card: when the device disconnected.

4. Not connected? Reconnect: open the page on a computer and click Connect with QR on the rep's card. The code is scanned from the rep's phone, the one this number is installed on (the steps are in section 2).
5. Unavailable? The card no longer has Connect with QR. The account manager clicks Activate connection (הפעלת חיבור) and confirms the message "This will open a new connection. Setup time: about 5 minutes". During setup the card shows Being installed. When it changes to Not connected, connect as in step 4.

6. Connected and still missing leads? Check in the Creating leads from messages tab that lead creation is turned on (section 6). A number that already exists as a lead doesn't open a new lead: the message goes into the existing lead's conversation. Leads are opening, but not under the rep? Assigning leads from the rep's number is set up through support (section 3). The rep doesn't get a message about a new lead? See Notifications.

Messages waiting in the queue Messages that piled up in the queue while disconnected may go out late, after reconnecting. Don't want that? Click Clear queue on the card before you connect.

The indicator at the top of the chat Connected / Not connected at the top of the chat screen refers to the main number. Check a rep's number on its own card.

5. Disconnecting WhatsApp: two stages

What happens when you click Disconnect

1. On the card of a connected number, click Disconnect (נתק) (or Actions → Logout).

2. The system asks for confirmation: "This will disconnect WhatsApp from the server. All incoming messages will stop reaching the system until you scan a new QR". Confirm.
3. WhatsApp disconnects from the connection server, and after a few seconds the card changes to Not connected. On the phone, under Linked devices, the connection disappears too.

You get the same result from the phone itself: in WhatsApp open Linked devices, tap the connection and log it out.

What does not happen when you click Disconnect: the card stays in the account, and you can reconnect at any moment with Connect with QR. Billing for the WhatsApp service also continues.

Who does what

Stage	Who	What happens
Disconnecting the device	You: Disconnect on the card, or logging out from the phone	WhatsApp stops working with the system. The card stays, and you can reconnect with a QR
Canceling the service	The Taskey team, after you let support know	The connection is deleted from the server and the service stops

Want to stop the WhatsApp service? Click Disconnect, and let support know so they cancel the connection.

A number that stays disconnected

• As long as a number isn't connected, you'll get a WhatsApp message from us that the WhatsApp in the system isn't connected, with a link to reconnect.
• After 5 days without a connection, the system stops the connection, stops the alerts and sends a message that the service has been temporarily paused. The account and the system are kept in full. The card changes to Unavailable, with the Activate connection button (only the account manager sees it). It sets up a new connection within about 5 minutes, and then you scan a QR (section 4, step 5).

Reboot isn't disconnecting Actions → Reboot restarts the connection without disconnecting. It takes up to a minute, and during that time messages aren't sent or received. Useful when the code doesn't appear or the connection gets stuck.

6. Leads from WhatsApp messages

In the Creating leads from messages tab you choose when a WhatsApp message opens a new lead:

Option	When a lead opens
Don't receive leads from WhatsApp messages	Never. The chat works as usual
Receive leads from incoming and outgoing messages	From any conversation, including when you wrote first
Receive leads only from incoming messages	Only when the customer wrote to you
Receive leads only by keywords, from incoming and outgoing messages	Only from a message containing one of the keywords
Receive leads only by keywords, from incoming messages	Only from a customer message containing one of the keywords

After you choose an option, two more things appear:

• Default WhatsApp source value: what's recorded in the source field of a lead from WhatsApp.
• Keywords and sources: click Add a keyword for a lead source. A message containing the keyword gets the lead source on that row, so you can see which promotion the lead came from. In the "by keywords" modes, only a message with a keyword opens a lead.

A few rules:

• A lead opens only for a number that doesn't exist in the system yet. An existing number isn't opened again, and the message goes into its conversation.
• Messages in groups don't open leads.

What we recommend Receive leads only from incoming messages: a lead opens only when a customer contacts you, not from every conversation you start.

7. The chat

Click WhatsApp in the top bar. The number on the button is how many chats are open: everything not closed and not muted.

• On the side, the conversation list: search by name or phone. When several numbers are connected, there are filter buttons by number (All numbers or a specific number), and each conversation shows its number. The Leads, Not leads and Groups tabs filter the list.
• Next to the tabs: Multi-select (change the status of several chats at once), Bulk send and Future schedules.
• At the top, the status bar: how many chats are in each status: Waiting for a rep, In progress, Handled by a manager, Closed and All. More statuses under •••. Clicking a status filters the list.
• At the top of the conversation: In progress takes the chat to you, Close closes it, and from the list you choose any other status. From there you can also search inside the conversation, refresh and open the lead card.
• In the list header: the Statistics icon (section 10), a bell to turn browser notifications on or off, and settings.

What you can do in a conversation

• Send text, a file or an image, and emoji.
• React, Reply and Forward in each message's menu: an emoji reaction, quoting the message, or forwarding to one or several conversations.
• Pin a conversation: hover over a conversation and click the pin. A pinned conversation stays at the top of the list.
• Schedule a message: the clock icon next to the message box. Choose a quick time or a date and hour. Edit a scheduled message in Future schedules, where you can also check Send at night too and add send conditions. See WhatsApp broadcasts.
• Delivery status: one check = sent, two checks = delivered, two blue checks = read. Outgoing messages also show the name of the rep who sent them.

More ways to get to a conversation

• On the lead card: the Whatsapp tab.
• In the leads table: a WhatsApp icon next to the phone, if turned on in the Chat tab (below).

The Chat tab in the settings

• Hide the chat from the customer card / Hide the chat from the menu.
• Automatically add the rep's name to messages sent by hand: the rep's name goes at the top of every message sent from the chat, so the customer knows who they're talking to.
• Show a WhatsApp chat link next to the phone in the leads table.
• Hide profile pictures in the chat: a default image is shown instead of the customer's profile picture.

Who sees the chat Users whose role has the WhatsApp chat → View permission. The account manager always sees the chat. The tab on the lead card: WhatsApp chat → On customer card. See Teams, roles and permissions.

8. Broadcasts and templates

Broadcast (sending to several leads):

1. In the leads table, select the leads.
2. In the bar that opens at the bottom, click More actions and choose WhatsApp broadcast (דיוור וואטסאפ).
3. Write or choose a message, and send or schedule it.

The full guide, including the sending queue and how not to get blocked: WhatsApp broadcasts.

Templates: fixed wording, with the customer's name and the rep's name filled in by themselves. Use them on the lead card (Quick replies in the Whatsapp tab), in broadcasts and in triggers. See Message templates.

9. Automatic messages

A trigger sends WhatsApp by itself when something happens in the system. For example:

• A new lead comes in: "Hi, we got your enquiry and will get back to you soon".
• The lead's status changed to "Meeting set": a confirmation with the date and time.
• A day before a meeting: a reminder.

How to build them: Triggers and automations.

10. Statistics

In the conversation list header, click the Statistics icon. The WhatsApp statistics screen opens:

• Summary cards: New enquiries waiting for a rep, Chats closed (with handling / without handling), Taken into handling, Total status changes, Average first response time and Average time to close an enquiry.
• Time range: Today, 7 days or 30 days.
• Charts: enquiries and closures over the last 14 days, open chats by status, and status changes by user.
• Breakdown by user and Status change log: who changed what, from which status to which, and when.

Who sees it Users whose role has the WhatsApp chat → View permission. Here even the account manager needs the permission in their role. The same applies to the Customer enquiries summary screen below.

Customer enquiries summary: who uses a lot of support compared to what they pay

Suits a business that gives customers ongoing service on WhatsApp: you see who sends a lot of enquiries relative to what they pay.

1. On the WhatsApp statistics screen, click Customer enquiries summary (in the header, next to Back to chat).
2. In Month, choose the month. The default is the current month.
3. To sort, click a column header: Enquiries this month (the default), Incoming messages, Phone calls, Monthly retainer, Paid to date or Enquiry ratio. The ▾ arrow marks the sort column, from highest to lowest.

Column	What's counted
Enquiries this month	How many times the customer's chat was moved to the Closed status this month. Each closure = one enquiry
Incoming messages	Messages the customer sent this month
Phone calls	Incoming calls from the customer this month, from the call log of a connected phone system
Monthly retainer	The total of the customer's active retainers. Hovering shows the service names
Paid to date	The customer's total purchases ever, excluding price quotes
Total payment + retainer	The two previous columns together
Enquiry ratio	Enquiries this month for every ₪1,000 of monthly retainer. A customer without a retainer who has enquiries shows ∞

When a customer is marked "unprofitable" (a pink row and a red tag):

• They have a retainer, and the ratio reached the threshold written above the table (3, meaning 3 enquiries a month for every ₪1,000).
• They have no retainer, haven't paid anything, and have at least 3 enquiries or 20 incoming messages this month.

The Customers marked "unprofitable" card at the top of the screen shows how many there are this month.

Some things worth knowing:

• Only chats linked to a lead are counted. A chat with a number that isn't a lead, and groups, aren't included in the table.
• Enquiries are counted only when reps close the chat at the end of handling (Close at the top of the conversation, section 7). A team that doesn't close chats will see 0 enquiries.
• Monthly retainer comes from the retainers module. Without retainers in the system the column is empty, and the ratio shows ∞. See Retainers.
• Clicking the customer's name opens the lead card.
• Up to 300 customers are shown, by the sort you chose.

AI summaries of enquiries At the bottom of the screen there's Latest AI summaries (closed enquiries): an automatic summary of every closed chat, with a "long-windedness" score and satisfaction. The summary is also recorded in the lead's comments (the wand icon in the Summaries column opens them). The table above works without it, but the summaries are turned on by support (Automatic AI summary). Want them? Contact support.

11. Official WhatsApp (Meta)

Beyond the QR connection, you can connect an official number through Meta: an approved channel, with no blocking risk, and templates approved in advance. It suits anyone who sends a lot of outbound messages. A QR connection that is already active keeps working alongside it, but a new QR connection cannot be opened after the switch. Setup is done with support.

Everything about the official connection: Official WhatsApp - WhatsApp Business / Meta Cloud API.

FAQ

How much does the WhatsApp module cost? WhatsApp is included from the Premium plan up, with no monthly add-on - both the QR connection and an official Meta account. With the official account you pay Meta directly for the messages, according to Meta's price list. See Pricing.

Can I connect several numbers? Yes. One number is included in the plan, and additional numbers are connected through support. After connecting, assign each number to its reps (section 3).

WhatsApp disconnected. What do I do? Settings → WhatsApp settings → Connection, and on the number's card click Connect with QR (section 2). The card shows Unavailable? The account manager clicks Activate connection, waits a few minutes for setup, and then scans the QR (section 4).

I clicked Disconnect. Did billing stop? No. Disconnect disconnects the device only. To stop the service, let support know (section 5).

Does the customer see that I'm sending from the system? No. The customer sees a regular message from your number, just like from the phone.

I sent a message from my phone. Will it show up in the system? Yes. Messages from the phone also appear in the chat in the system, and vice versa.

Is this Green API? Do I need to connect it through Make? Taskey's QR connection runs on Green API, and it's already built into the system: scan the QR (section 2) and you're done, with no Make and no separate account. It's an unofficial connection, so WhatsApp may restrict or block a number that sends like a robot. Before you start sending, read the blocking and safety guide. Want a channel with no blocking risk? Official WhatsApp (section 11).

I already have a Green API account. Can I connect it? Yes - contact support and we'll connect it.