Choose how messages are sent

1. Open Settings → WhatsApp. Choose a company connection as the default; add a store connection only if that branch uses a different sender. Check which connection the current store will use.
2. Use Click-to-Chat for staff to review a draft and send it from WhatsApp. Use Meta Cloud API for automatic delivery, approved templates and scheduled reminders.

Connect Meta Cloud API

1. In your Meta business account, prepare a WhatsApp Business app and register the sending phone number. Copy its Phone Number ID; this is an identifier, not the phone number itself.
2. Add a connection in POS and select Meta with Automatic mode. Enter Phone Number ID, Access Token, App Secret, Verify Token and the Graph Version used by your app. Enter the WABA ID or sender number if requested.
3. Save, then run Test connection. If it fails, check the number ID, token validity and app permissions before continuing. Do not put these credentials in customer messages or support screenshots.
4. Copy the Webhook URL shown by POS into the WhatsApp webhook settings in Meta. Use exactly the same Verify Token in both places and complete Meta verification.
5. Map each document to an approved template name and its language, including sale receipts, quotations and customer statements. Send a test to a number you control; use the available hello_world test where offered.

Set up Click-to-Chat

1. Add or edit the connection and choose Click-to-Chat. Set the sender or store information requested on the form, then save. Meta API credential fields are not required for this mode.
2. Save customer numbers with the country code: for a Sri Lankan number, use +94 and omit the initial local 0. Check the recipient before opening the draft.
3. Open a receipt or quotation, choose WhatsApp, review the prepared text and link, then press Send inside WhatsApp. Merely opening the draft does not send it.

Documents, delivery logs and reminders

• Share receipts, quotations, credit notes, customer statements and customer or supplier payment vouchers from their document actions. The recipient receives a document link. Confirm contact details and respect opt-out choices.
• Filter the delivery log by Queued, Sent, Delivered, Read or Failed. Open failed entries, correct the template, number or connection problem, then retry with the required permission.
• For outstanding-balance reminders, select eligible customers, the minimum balance and maximum recipient count. Automatic reminders require a working API connection, mapped template and scheduler. Review the recipient list before sending.
• If automatic sharing falls back to Click-to-Chat because no suitable template is mapped, complete the send yourself. A customer opt-out prevents either delivery mode.

Read delivery status and retry safely

• Filter delivery logs by recipient, date and status. Cloud API messages move through Queued, Sent, Delivered and Read when provider callbacks report those events; a prepared message is not delivery confirmation.
• Click-to-Chat prepares a message in WhatsApp for you to send. POS cannot claim API delivery or read confirmation for that manual action.
• Fix the displayed connection, recipient or template error before retrying. Only authorised users can retry failed messages; review existing attempts to avoid sending an unnecessary duplicate.
• Customer-facing document links are signed links for that document. They do not give the recipient access to your administration screens.