Stay connected with your customers on WhatsApp right 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.
What does the WhatsApp Business integration do?
It brings your WhatsApp conversations into Nutshell, making it simple to:
Send and receive WhatsApp messages without leaving your inbox
Automatically create new leads from first-time WhatsApp messages
Assign conversations to team members so every message gets the attention it deserves
This way, no matter how your customers get in touch, you’ll always be ready to respond, all from one place.
How to get started with WhatsApp in Nutshell
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:
Go to Business settings in Business Manager or Settings in Meta Business Suite
Click Accounts
Click WhatsApp accounts and add your WhatsApp Business app phone numbers
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.
Set up WhatsApp assignment
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:
Round-robin: Messages are distributed evenly among your team
Specific user: Assign messages to a specific team member with an Engagement license
Nobody: Don’t assign messages automatically, allowing your team to assign themselves accordingly.
By default, messages are assigned in a round-robin fashion, but you can customize this setting based on your preferences.
Automatically create leads from WhatsApp messages
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.
Manage your WhatsApp conversations
Once your WhatsApp Business account is connected, you can manage your messages from the Engagement inbox in Nutshell.
You’ll be able to:
Reply to messages that come in through WhatsApp
Organize your conversations by their status, such as open or closed
Get notifications when a chat is assigned to you or someone replies
This helps your team stay on top of conversations and respond in a timely way.
Track your WhatsApp activity
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:
The number of WhatsApp conversations your team has handled
How many leads were created from WhatsApp chats
These stats can give you a better idea of how much interest you're generating and how your team is managing follow-ups.
WhatsApp availability by country
Please note, the WhatsApp Business integration is not available everywhere. Here are the countries where the integration is currently not supported:
Australia
Japan
Nigeria
Philippines
Russia
South Korea
South Africa
Turkey
Additionally, the following regions are not supported either:
European Economic Area
European Union
United Kingdom
If you’re outside these regions, you should be able to connect and use WhatsApp Business with Nutshell without issues.
FAQs
Can I send images, videos, or other media through WhatsApp in Nutshell?
Yes, you can send and receive images through your Nutshell inbox. Videos and other types of media are not supported at this time.
Will Nutshell show me the profile info of people messaging me on WhatsApp?
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.
What happens when I close a WhatsApp conversation?
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.
Why did my WhatsApp message fail to send?
If you see a "24-hour window expired" error, it means it’s been more than 24 hours since your contact’s last message.
Can I disconnect my WhatsApp Business account from Nutshell?
Yes, but you'll need to do it from the WhatsApp Business app settings. Keep in mind that disconnecting your account won’t remove your existing chat history from Nutshell.