This article answers common questions about the WhatsApp integration and helps you fix the most common issues. If your question isn't covered here, contact Rex Support.
Why Have WhatsApp Messages Stopped Coming Into Rex?
WhatsApp disconnects the integration if the WhatsApp Business app on the phone hasn't been opened for about two weeks.
To fix it:
- Open the WhatsApp Business app on the phone.
- Reconnect WhatsApp in Rex. See - Connecting Your WhatsApp Business Account.
❗ Please Note: To stop this happening, open the WhatsApp Business app on each connected phone at least once a fortnight.
Why Is a Client's Message Not Showing in Rex?
Rex matches messages using the phone number on the contact record. Check that:
- The client's number on their contact record matches the number they're messaging from.
- Overseas numbers are saved in international format, for example +61 or +64.
- You're assigned to the WhatsApp number the message came to. See - Choosing Who Sees WhatsApp Messages.
New messages can take up to about 5 minutes to appear.
Why Does a Message Say "Unsupported Message"?
Some WhatsApp message types can't be shown in Rex. The message is still recorded on the contact, so you know it was sent. Click View in WhatsApp or check the phone to see it.
Why Can't I Open an Older Photo, Voice Note or Document?
WhatsApp deletes media after 30 days, so Rex can no longer open it. You'll see "unavailable - WhatsApp media expires after 30 days". The message still shows, and you can open the file on the phone instead.
Why Am I Seeing Duplicate WhatsApp Messages?
If a number is disconnected and connected again, and past conversations are brought in again, some messages may show twice on the contact. This doesn't affect new messages. If the duplicates are causing problems, contact Rex Support.
What Does "Connect Refused" Mean?
Meta didn't finish the connection. Check that the number is on the WhatsApp Business app (not personal WhatsApp), the app is up to date, and you scanned the QR code from Settings > Account > Business Platform in WhatsApp Business. Then try again.
I Declined Sharing Past Conversations. How Do I Bring Them In?
- In the WhatsApp Business app, remove Rex from the connected business platform.
- Connect again in Rex.
- When WhatsApp asks whether to share past conversations, approve it on the phone.
❓ FAQs
Can I reply to a WhatsApp message from Rex?
No. The integration is read-only. Replies are sent from WhatsApp.
Does the WhatsApp integration cost anything?
No. It's included with Rex CRM, and there's no charge from Meta for it.
Can I see WhatsApp messages in Rex Pocket?
Yes. WhatsApp cards show on the contact in Rex Pocket. The full conversation view is only in Rex CRM.
What does open beta mean?
The integration is available to every agency, but some details may still change as we improve it. If something doesn't look right, contact Rex Support.
Can we connect personal WhatsApp?
No. Only the WhatsApp Business app can be connected.
Are group chats brought into Rex?
No. Only one-to-one conversations are brought in.