Administration · Setup & configuration · 8 min read

Email and WhatsApp connections

Set the mail accounts the system sends from and the WhatsApp Business connections, by company, branch or person.

Before you begin

You need to be an administrator of the company with company.manage. Have your SMTP details (server, port, security, username, password) ready, or your Meta WhatsApp Business details (phone number ID, access token, app secret).

Passwords and tokens are stored encrypted and never shown again. When you edit an account, the field says Saved - leave blank to keep.

How accounts are chosen

Each account has a scope: Everyone (every company), This company, One branch or One person. When the system sends, the most specific active account wins: person, then branch, then company, then everyone. Inactive accounts are skipped. Your mail goes out as ... at the top of the screen tells you what applies to you.

Add an email account

1. Go to Administration > Configuration > Email sending and click Add an account.
2. Type a Name (optional), for example Head office.
3. Choose Applies to. For One branch choose the Branch ('Say which branch this account is for.'). For One person choose the Person ('Say whose account this is.').
4. Type the Server, for example smtp.example.ae, and the Port (default 587, from 1 to 65535).
5. Choose Security: STARTTLS (default), SSL or None.
6. Type the Username and Password if the server needs them.
7. Type Send from, for example sales@example.ae. It must be a valid address ('Enter a valid email address: sales').
8. Optionally type Sender name and Replies go to.
9. Leave In use on and save.

To change only the sender name later, edit the account and leave the password blank. The old password is kept.

Add a WhatsApp connection

1. Go to Administration > Configuration > WhatsApp and click Add a connection.
2. Choose Applies to. A company administrator cannot save Everyone; the shared connection is set up by whoever runs the installation. Choose This company, a branch or a person.
3. Type the Phone number ID from Meta, and the display Number.
4. Paste the Access token and the App secret. The app secret is needed to receive messages; the webhook then shows Signed.
5. Type a Verify token of your choice. Note that it is shown in clear.
6. Save. The screen shows the webhook address to enter in Meta.

Meta checks the address by calling it with the verify token. A wrong token is refused with 'Verification failed.'

Inbound WhatsApp conversations then appear in the Omnichannel inbox. See Connect a channel (Omnichannel).

Worked example

You add a company account Sales sending from sales@example.ae, and a personal account for Sara with her own address. When Sara emails a quotation it goes out as her. If you switch her account's In use off, the same email goes out from sales@example.ae.

Good to know

• One-person scope is matched on the membership, so check with a test email that it is used for that person.
• An "Everyone" email account saved by a company administrator applies to every company; prefer This company.
• Remove an account with Remove. Removing the only company account leaves the company without a sender.