Handle a WhatsApp or Facebook lead from Inbox

Question

A new inbound WhatsApp/Facebook lead appears in CRM. How should staff respond without creating duplicates?

Steps

• Open Inbox and refresh after provider webhook testing or lead import.
• Search the thread/person and confirm channel badges, source/form/campaign attribution, phone, and existing profile match.
• If the profile already exists, open the same person/opportunity and update task/stage instead of creating another lead.
• Choose Internal Note for staff-only context or the enabled customer channel for reply. Provider buttons must be enabled by connected provider and sender account.
• Select a template only if it matches the context, review variables/subject/body, attach files only if supported, then send.
• Create or update the next task so the inbound lead has an owner, due time, and follow-up action.

Correct outcome

Inbound conversation, person, opportunity, task, and activity feed stay linked to one human record, with provider delivery status visible.