Frequently Asked Questions

Do I need a separate account for the app?

No. Sign in with the same email and password that you use on the website.

Can I create an account in the app?

No. Accounts are created on the website. The Register link on the sign-in screen opens your website's sign-up page.

Can I use the app on two phones at the same time?

No. Each user can be signed in on one phone at a time. When you sign in on a second phone, you are automatically signed out on the first phone, and the first phone shows the message "You were signed out. Your account may be signed in on another phone."

Is the app the same inbox as the website?

Yes. The app and the website share the same chats, contacts, campaigns and templates. A reply from the website shows in the app, and a reply from the app shows on the website.

Why can't I reply to a customer?

There are two common reasons:

• More than 24 hours have passed since the customer's last message. WhatsApp only allows templates after 24 hours. Tap Send template.
• You have read-only access. Ask your workspace owner to change your role.

Can I create or edit templates in the app?

No. You can view templates, see their approval status, and send approved templates. Create and edit templates on the website.

Can I create campaigns from the app?

Yes. You can create a template campaign in five steps and send it now or schedule it. See Create a New Campaign.

Can I manage bots and quick replies in the app?

You can use quick replies when you write a message. To create or edit quick replies and bots, use the website. The More tab has links to these pages.

Can I connect WhatsApp from the app?

No. WhatsApp is connected on the website. The app shows a Connect WhatsApp button that opens the right page on your website.

If I delete a message or chat, does the customer lose it too?

No. Deleting a message or chat removes it from your website and app only. The customer still has it on WhatsApp.

What happens when the website is under maintenance?

The app shows an Under maintenance screen. It opens again on its own when maintenance ends.

Which timezone is used when I schedule a campaign?

Your workspace's timezone, not your phone's. The schedule screen shows which timezone is used.

How do I connect the app to a different website?

Clear the app's storage in your phone's settings, then open the app and enter the new address. See Troubleshooting.