Do I need a separate number for BuildTrack?

A separate WhatsApp number is not needed for BuildTrack. Connect the WhatsApp Business number your customers already message. BuildTrack sends from that number, so messages land in the same conversation the customer already knows.

Where do incoming enquiries go?

Incoming WhatsApp enquiries go to Leads → Messages. Messages to your connected number are picked up as leads and appear under Leads → Messages, with an unread count in the sidebar. From there you can turn an enquiry into a lead, quotation or job.

What messages get sent automatically?

WhatsApp customer notifications are sent only for the ones you switch on under Customer notifications in Settings → WhatsApp Business. Each automatic message is a separate toggle, so you can send payment confirmations without sending job-started updates, for example.

Who can connect or disconnect WhatsApp?

WhatsApp Business can be connected or disconnected by Super Admins and Project Managers, because it lives in company settings. Site Supervisors and Crew never see the WhatsApp settings page.

What does the quality rating next to my number mean?

The quality rating next to your WhatsApp number is Meta's own rating of that number, shown here so you can spot a problem early. It drops when customers block or report your messages, and Meta can limit how many messages you send if it stays low.

My connection says inactive. What happened?

An inactive WhatsApp connection usually means something changed on Meta's side — often the number was disconnected or moved in Meta Business Manager. Open Settings → WhatsApp Business and reconnect to resume sending.

Boleh connect WhatsApp number yang customer dah guna ke?

Your existing WhatsApp Business number — the one customers already message — is the number you should connect. BuildTrack sends quotations, invoices and job updates from that same number, so messages land in the conversation your customer already knows.

Connect WhatsApp Business

Last updated: 29 August 2026

Connect your WhatsApp Business number in Settings → WhatsApp Business and BuildTrack can send quotations, invoices and job updates from the number your customers already know — and turn the enquiries that come back into leads. Setup runs through Meta's own secure sign-up, so BuildTrack never sees your WhatsApp password.

WhatsApp Business prerequisites

You need two things ready before connecting WhatsApp Business:

A WhatsApp Business account with the number you want to send from.
Super Admin or Project Manager access in BuildTrack, so you can open company settings.

Connect your WhatsApp Business number

Open Settings → WhatsApp Business
Only a Super Admin or Project Manager can reach company settings.
Press Connect WhatsApp Business
Meta's secure setup opens in a popup window. Allow popups if nothing appears.
Pick your WhatsApp Business account and number
Choose the number your customers already message you on, and follow Meta's verification steps.
Check the connection
Back in BuildTrack the WhatsApp number shows with a green dot and your business display name. That is the number every message goes out from.

WhatsApp Business connecting is done entirely inside Meta's window. If it says WhatsApp signup is not configured on this server, contact us — that is on our side, not yours.

Choose WhatsApp customer notifications

Once WhatsApp Business is connected, the Customer notifications section lists the automatic messages BuildTrack can send from your number — things like a job starting, a site visit being scheduled, or a payment being received. Each WhatsApp notification is its own toggle, so you decide exactly what your customers hear about.

Catch WhatsApp enquiries as leads

WhatsApp messages customers send to your connected number arrive in BuildTrack under Leads → Messages, with an unread count in the sidebar so nothing sits unanswered. From there you can turn a WhatsApp enquiry into a lead and carry it through to a quotation — see Capture and manage leads.

Disconnect WhatsApp Business

Press Disconnect next to the connected WhatsApp number to stop BuildTrack sending from it. Your WhatsApp Business account is untouched — only BuildTrack's access is removed, and you can reconnect the same number later.