Follow up on a lead
A lead that arrives from your website — a form, or a WhatsApp message carrying a ref code — comes with where it came from, and a form submission comes with buttons to answer it straight away: Message on WhatsApp, Call and Write on another channel. Neither opens a conversation or a deal by itself; you decide.
Where the source shows
- In the inbox: a conversation that an ad or your website opened shows a Source chip in its header — for example WhatsApp link click · google · autumn-campaign. Hover it for the details, including which ad click ids came (by name, never their value). A conversation with no recorded source shows no chip; ConnectWiz never guesses one.
- On the contact: the Source card shows the person's First touch and their Last ad click, with campaign and date. When both are the same click, it says so.
- On the phone: the mobile app shows the same source as a one-line strip under the conversation's header.
What a chip can say:
| Kind | Means |
|---|---|
| Website visit | A visit with campaign tags or from another site. |
| Website form | A form sent from your connected website. |
| WhatsApp link click | A tap on a WhatsApp link on your site — the first message carried its ref code. See WhatsApp ref codes. |
| Chat widget visit | A visit that opened your chat widget. |
| Click-to-message ad | A Click-to-WhatsApp or Click-to-Messenger ad. |
| Lead form ad | A lead form filled in on an ad platform, such as Meta. |
| Google Ads lead form | A lead form on Google Ads. |
Answer a form submission
Open the submission — from the form's Submissions tab, or from the person's forms on their contact page. Under Follow up you find two buttons. ConnectWiz checks on the server, for you and for this person, whether each can be used; a button that cannot is greyed out with the reason beneath it.
The section is shown only to members who may Reply to conversations
(conversations.reply).
Message on WhatsApp
Opens the person's WhatsApp conversation in the inbox — the existing one (Continue on WhatsApp) or a new one. Nothing is sent by the button itself:
- inside the 24-hour window you write freely (Inside the 24-hour window — you can write freely on …);
- outside it, the composer opens with the template picker, because WhatsApp then delivers only approved templates (Outside the 24-hour window — start with an approved template (n available)).
It is checked in this order; the first that fails is the reason you see:
| Reason shown | What to do |
|---|---|
| No phone number in international format (+90…) on this submission or its contact. | The phone is taken from the contact, else from the form's phone answer. Correct it to the international format. |
| Your role cannot write to or call customers. | Ask an administrator for Reply to conversations. |
| No connected WhatsApp number you can use. | Connect a WhatsApp number (Channels), or ask to be given access to one. |
| This channel is not active yet. · Somebody else is handling this person on that line. · and the other reasons the inbox's To: box gives | The same rules as starting a conversation from the inbox. |
| Outside the 24-hour window WhatsApp delivers only approved templates, and this number has none yet. | Get a template approved for the number. |
| Only marketing templates are approved, and this person has not consented to commercial messages. | A marketing template needs the person's WhatsApp marketing consent. Get a utility template approved, or wait for them to write. |
Write on another channel
Next to the two buttons, Write on another channel lists every other channel your workspace can reach this person on — SMS, e-mail, Instagram, Messenger, Telegram or a second WhatsApp number — with the same checks. A channel that cannot be used is greyed out with its reason (for example, Instagram lets a business write only to somebody who wrote first). Choosing one opens or continues the conversation on that channel; nothing is sent by the choice itself. A mailbox opens the mail composer with the address filled in.
Call
Opens the keypad on Calls with the number filled in, on the line ConnectWiz suggests (From the keypad — … or another line). You still press call.
| Reason shown | What to do |
|---|---|
| No phone number in international format (+90…) on this submission or its contact. | As above. |
| Your role cannot write to or call customers. | As above. |
| No phone line or WhatsApp calling is set up for calls. | Set up a phone line or WhatsApp calling (Calls). |
| This line is not finished being set up. · This line cannot place calls. · and the keypad's other reasons | The same rules as dialling from the keypad. |
Starting a conversation and a call are written to the audit log against the submission.
Answer an ad lead
An ad lead's card (Leads, select an ad lead form row) has the same Follow up block: the answer goes out on your workspace's own channels and lands in your inbox. The phone and e-mail come from the person, else from the answers on the ad's lead form.
Related
- Connect your website
- Forms
- Conversion report — which of these leads booked and bought