Section 1
Why WhatsApp Is Non-Negotiable in SA
In South Africa, WhatsApp is not just a messaging app — it's the default business communication channel. Most homeowners and business owners will WhatsApp a solar contractor before they ever call or email. If your WhatsApp isn't connected to your CRM, you're managing conversations in a silo — no history, no automation, no follow-up.
When WhatsApp is connected to your CMART™ App, every conversation appears in your Conversations inbox alongside emails and SMS. You can automate instant replies, send follow-up messages, and trigger workflows — all from one place.
Section 2 · Read This First
Important Note for South African Numbers
⚠ Coexistence Not Available for South African Numbers
WhatsApp's Coexistence feature — which lets you use the same number in both the WhatsApp Business App and CMART™ App simultaneously — is not currently available for South African phone numbers. This is a Meta restriction, not a CMART™ App limitation.
This means you have two options: create a dedicated new WhatsApp Business number for CMART™ App, or migrate your existing number fully into CMART™ App (which means it will no longer work in the WhatsApp Business App on your phone).
Option A — New Dedicated Number
Get a second SIM or use a virtual number specifically for your business WhatsApp in CMART™ App. Keep your personal WhatsApp number separate.
- No disruption to your existing WhatsApp
- Clean separation between personal and business
- Full automation features available
- Requires a new number (SIM or VoIP)
Option B — Migrate Existing Number
Move your current WhatsApp Business number fully into CMART™ App via the BSP migration process.
- Keeps your existing business number
- Existing chats may not transfer
- Number no longer works in WhatsApp app
- Best if you want one central number
Section 3
Connect WhatsApp to CMART™ App
Follow these steps to connect a new WhatsApp Business number to your CMART™ App account. You'll need a Facebook Business account — if you don't have one, you'll be prompted to create one during the process.
Navigate to WhatsApp Settings
Inside your CMART™ App, go to:
Click Create a new WhatsApp Business Account.
Log in with Facebook
Click Continue with Facebook and log in using the Facebook account linked to your business. If you don't have a Facebook Business account, you'll be prompted to create one — this is a Meta requirement for WhatsApp Business API access.
Fill in Your Business Information
Complete the required fields — your business name, business category (select Home Improvement or Construction for solar), and business address. Make sure these match your Google Business Profile for consistency.
Select Create WhatsApp Business Account then click Next.
Enter Your WhatsApp Number
Enter the phone number you want to use for WhatsApp. This must be a number that is not currently registered on WhatsApp or the WhatsApp Business App. For South African numbers, include the country code: +27.
Verify Your Number
Choose SMS or Voice Call for verification. Enter the one-time PIN you receive. Click Next.
Once verified, your number will be registered as a WhatsApp Business account connected to CMART™ App.
Confirm and Finish
Review all entered details carefully. Click Confirm then Finish. Your WhatsApp Business account is now connected.
To verify it's working, go to Conversations in CMART™ App — you should see WhatsApp as an available channel. Send yourself a test message from a personal phone to confirm it appears in the inbox.
Section 4 · Important to Know
The WhatsApp 24-Hour Rule
WhatsApp has a messaging rule that affects how automation works. Understanding it prevents your messages from failing silently.
✓ Free Messages — Within 24 Hours
Once a contact sends you a WhatsApp message, a 24-hour window opens. During this window you can send any free-form text reply — no template required, no extra charge. This resets every time they message you.
★ Template Required — After 24 Hours
If 24 hours pass without the contact messaging you, you must use a pre-approved WhatsApp Message Template to reach out. Templates must be submitted to Meta for approval before use. Charges apply per template message sent.
Section 5
Build Your First WhatsApp Automation
We'll build two simple but powerful automations: one that responds instantly when a lead submits your opt-in form, and one that responds automatically when a contact WhatsApps you directly.
Automation A — Instant WhatsApp on Form Submit
Open Your Lead Follow-Up Workflow
Navigate to Automation → Workflows and open your existing "Solar Lead Follow-Up Sequence" from Resource #004. We'll add a WhatsApp action to it — no need to build a new workflow from scratch.
Add a WhatsApp Action After the Trigger
Click the + button directly after your Form Submitted trigger (before Email 1). Select WhatsApp as the action type.
Under message type, select None - Manual Text to write a free-form message. This works because the lead just submitted a form — they initiated contact, so the 24-hour window is open.
Write Your WhatsApp Message
Keep it short, warm, and personal. WhatsApp messages feel conversational — avoid formal email-style language. Use the variable {{contact.first_name}} to personalise.
Example:
Keep under 160 characters where possible. No links in first message — WhatsApp may flag them as spam.
Click Save Action.
Publish and Test
Click Save on the workflow. Submit your own opt-in form using a test contact with a real WhatsApp number. Confirm the WhatsApp message arrives within 60 seconds.
Automation B — Auto-Reply When Someone WhatsApps You
This automation sends an instant reply whenever someone WhatsApps your business number directly — even outside business hours. It's your always-on receptionist.
Create a New Workflow
Name it "WhatsApp Auto-Reply — Solar".
Set the Trigger — Customer Replied
Click Add New Trigger → Customer Replied. Add a filter: Reply Channel → WhatsApp. This ensures the workflow only fires when someone messages your WhatsApp number — not email or SMS.
Add a WhatsApp Reply Action
Click + Add Action → WhatsApp. Write your auto-reply message:
This fires 24/7 — even at 11pm on a Sunday. It sets expectations and prevents the lead from messaging a competitor while they wait.
Click Save Action.
Add an Internal Notification (Optional but Recommended)
After the WhatsApp action, add + Add Action → Internal Notification. Set it to send you an email or app notification every time someone WhatsApps your business. This means you'll always know when a new conversation starts, even if you're on-site.
Click Save Action → Publish → Save.
Section 6 · Reference
Useful WhatsApp Message Templates
These are starting-point message templates for common solar contractor scenarios. Keep WhatsApp messages short, conversational, and mobile-friendly.
Section 7 · Your Action Steps
Your Implementation Checklist
Work through these before moving to the next resource.
0 of 8 completed
- I've read and understood the SA Coexistence restriction and chosen my setup method (Option A or B)
- I have a WhatsApp-eligible number ready (new SIM or existing business number for migration)
- I've navigated to Settings → WhatsApp and started the connection process
- My WhatsApp number is connected and verified inside CMART™ App
- I've confirmed WhatsApp messages appear in my CMART™ App Conversations inbox
- I've added Automation A (WhatsApp on form submit) to my lead follow-up workflow
- I've built Automation B (auto-reply when someone WhatsApps me) and published it
- I've tested both automations using a real WhatsApp number and confirmed messages arrive