Clicking the WhatsApp sub-tab doesn't navigate to a new page — it opens a floating WhatsApp chat panel over whatever you're currently looking at, so you can keep the rest of the client record in view.
Messaging
The panel shows the message thread with the client, a text input, and attachment upload. Because WhatsApp requires approved templates for messages sent outside a 24-hour customer-service window, a template picker is built in — pick a Meta-approved template, and its placeholders auto-fill from the client's details with a live preview before you send.
Calling
If your organisation's connected WhatsApp number has calling enabled, a call button appears in the panel header:
- If the client has already granted call permission, it shows Call on WhatsApp — click to start the call.
- Otherwise it shows Request permission to call — WhatsApp requires the client to accept a call-permission request first, and only allows a limited number of requests per week, so use it deliberately rather than on every client.
Calls themselves aren't handled inside the browser — the connected calling provider dials out and bridges the call through to your desk phone extension, so it rings your 3CX handset like any other call.