Customer Messaging
WhatsApp Messaging
CSM lets you message customers directly from a Repair Order using WhatsApp. Messages are sent from your shop’s registered WhatsApp Business number and arrive in the customer’s regular WhatsApp app — no separate app needed on either end.
Sending a Message
Open a Repair Order and click the Message Customer button. Type your message and send. The conversation thread lives on the RO, so every team member who opens that job can see what was already said. There is no separate inbox to check — the conversation is always in context of the job it belongs to.
Free Service Messages
WhatsApp allows free messaging within a 24-hour window after the customer last replied. Sending within that window costs nothing. If more than 24 hours have passed since the customer’s last reply, WhatsApp requires sending a pre-approved template message to reopen the window — CSM handles this automatically and will prompt you to confirm before sending a template.
Inbound Replies
When a customer replies, their message routes back to the Repair Order it belongs to. Team members who have that RO open will see the new reply arrive. If a customer sends a message that does not match an open RO (for example, a first contact), it lands in a general inbox for your team to assign.
Setup
WhatsApp messaging requires connecting your shop to a WhatsApp Business Account via 360dialog. Your CSM account owner sets this up once under Account Settings → Integrations → WhatsApp. Once connected, all team members with messaging access can send and receive from within any Repair Order.