WhatsApp recovery
What it is for
If the voice agent runs out of call attempts without the contact answering, it can try to recover them over WhatsApp with an approved template. If the contact replies, the agent continues the conversation by text, in the same language as the campaign.
How to get there
- Configuration: Settings → Channels → WhatsApp → Configure → Prospection line.
- A lead's chat: Pipelines → Open lead → Recovery section.
- All recovery conversations: Conversations → Recovery (prospecting) selector.
The screen in detail
- In the WhatsApp prospection line: Recovery template (WhatsApp), Test template — destination number, Send test and the Recover via text switch.
- In the lead, the Recovery section shows the WhatsApp chat. It only appears if the lead comes from a prospection.
What you can do
Turn on text recovery
- Go to Settings → Channels and, under WhatsApp, click Configure.
- Select Prospection line in the left panel.
- In Recovery template (WhatsApp), choose an approved template (click Refresh if you just created it in Meta).
- To test it, enter a number in Test template — destination number (with country code, without +) and click Send test.
- Turn on Recover via text.
How to verify: the test tells you whether the message was delivered.
WhatsApp requires an approved template to message a contact outside the 24 h window. Recovery cannot be turned on without a template, and templates that are in review, rejected or have a media header don't work. Templates are created in Meta's template manager; see Assign the template in Growtek.
Take over a recovery conversation
In Conversations, choose Recovery (prospecting), open the chat and click Take over to reply yourself. View lead opens the associated lead. See Conversations.
Required permissions
| Action | Permission |
|---|---|
| Configure the template and the switch | agentSettings.update and agentSettings.provision |
| View the chat in the lead | lead.read |
| View and take over conversations | conversations.read and conversations.takeover |
FAQ
My template doesn't appear in the list. Check that it is approved in Meta and that it has no media header; then click Refresh.