WhatsApp: Send & receive messages from Nutshell

With this integration, you can easily connect your WhatsApp Business account to Nutshell. That means your WhatsApp messages show up right inside your Nutshell inbox, so you can chat with customers without switching apps. When someone messages you on WhatsApp, it’s easy to reply quickly and keep all your conversations neatly organized alongside your SMS and social media chats.

It brings your WhatsApp conversations into Nutshell, making it simple to:

This way, no matter how your customers get in touch, you’ll always be ready to respond, all from one place.

Go to the Engagement> Setup > WhatsApp section in Nutshell

Your admin user can connect your WhatsApp Business account by following the guided setup flow. This setup happens through Facebook, since all WhatsApp Business accounts are managed via Meta's platform. Click the Connect your WhatsApp Business account button:

Once you click Connect your WhatsApp Business account, you’ll be taken through a short onboarding flow that explains how the integration works and what to expect. It’s a quick and easy way to get familiar with the setup process before connecting your WhatsApp number to Nutshell.

When you reach the final step, you’ll be prompted to connect your account via Facebook.

One of the first steps will prompt you to fill in your business details, like your name, website, and country.

Next, you’ll choose how you want to connect with Nutshell—either by linking your existing WhatsApp Business account or starting fresh with a new number.

Once you’ve made your selection, you’ll be asked to enter your WhatsApp Business phone number to continue.

Note: For your WhatsApp business phone number to successfully be connected, you’ll need to make sure you’ve added your number in your Facebook Business account first:

Simply continue to follow the prompts:

When you get to the screen below, simply hit Finish. Note: Adding a payment method will not be required for this integration.

When new WhatsApp messages come in, you can decide how they should be routed to your team. There are three assignment styles you can choose from:

By default, messages are assigned in a round-robin fashion, but you can customize this setting based on your preferences.​​

You can choose to have Nutshell create a lead the first time someone messages you on WhatsApp. These new leads can land in the pipeline you choose, and you can even tag them to keep things organized, just like you might with inbound texts or FB/IG messages.

Once your WhatsApp Business account is connected, you can manage your messages from the Engagement inbox in Nutshell.

You’ll be able to:

This helps your team stay on top of conversations and respond in a timely way.

To see how WhatsApp is performing for your team, go to the Engagement Dashboard and scroll down to the WhatsApp dashboard card. You’ll find helpful insights like:

These stats can give you a better idea of how much interest you're generating and how your team is managing follow-ups.

Please note, the WhatsApp Business integration is not available everywhere. Here are the countries where the integration is currently not supported:

Additionally, the following regions are not supported either:

If you’re outside these regions, you should be able to connect and use WhatsApp Business with Nutshell without issues.

Yes, you can send and receive images, videos, and other media directly from your Nutshell inbox.

WhatsApp profiles share limited information, mostly the name and phone number. Unlike Facebook or Instagram, you won’t see profile pictures or names unless the contact info is already saved in Nutshell.

Closed conversations move to the "Closed" section but remain visible on the contact’s timeline. If the contact sends a new message later, a new conversation thread will start.

Yes! Admin users can disable or remove the WhatsApp connection any time in the WhatsApp Setup section. Keep in mind that disconnecting will stop message syncing and clear your conversation history in Nutshell.