Once WhatsApp is connected, messages between your team and your contacts appear on the contact record in Rex. This article covers where to find them, how to open the full conversation, and how photos, voice notes and documents show.
If WhatsApp isn't connected yet, see - Connecting Your WhatsApp Business Account.
Where Do WhatsApp Messages Show in Rex?
WhatsApp messages appear on the contact's stream as cards:
- WhatsApp Sent - a message your team sent to the contact.
- WhatsApp Received - a message the contact sent to your team.
You'll also find them in the Activity tab of the contact drawer.
To see only WhatsApp messages on the stream, use the stream filter and choose WhatsApp Messages.
❗ Please Note: New messages usually appear in Rex within about 5 minutes.
How Do I View the Whole Conversation?
- On a WhatsApp Sent or WhatsApp Received card, click view conversation.
- The WhatsApp Conversation window opens, showing the messages with that contact.
- Click View in WhatsApp to open the chat in WhatsApp, or Close to go back to the contact.
How Do Photos, Voice Notes and Documents Show?
- Photos display in the conversation.
- Voice notes and documents show as a label. Click View in WhatsApp to play or open them.
❗ Please Note: WhatsApp deletes media after 30 days. For older photos, voice notes and documents, you'll see "unavailable - WhatsApp media expires after 30 days". The message itself still shows, and you can open the file on the phone instead.
How Does Rex Know Which Contact a Message Belongs To?
Rex matches the WhatsApp number to the phone numbers on your contact records.
- For overseas numbers, make sure the contact's number is saved in international format, for example +61 for Australia or +64 for New Zealand.
- If the same number is on more than one contact, the message is filed against all of them.
- If no contact has the number, the message isn't brought into Rex.
Can I See WhatsApp Messages in Rex Pocket?
Yes. WhatsApp Sent and WhatsApp Received cards show on the contact in Rex Pocket. The full conversation view is only available in Rex CRM.
❓ FAQs
Can I reply to a WhatsApp message from Rex?
No. The integration is read-only. Click View in WhatsApp to reply in WhatsApp.
Why can't I open a WhatsApp message on a contact?
If you see "You do not have the rights required to view this item", you aren't assigned to the number it came from. See - Choosing Who Sees WhatsApp Messages.
A client's messages aren't showing. What should I check?
Check that the client's number on their contact record matches the number they're messaging from, including the country code for overseas numbers. For more, see - WhatsApp Integration: FAQ's & Troubleshooting.
Are group chats shown in Rex?
No. Only one-to-one conversations are brought into Rex.